Operations Manager

PATRIOTCLAIMS LLC•Boerne, TX

7d•$100,000 - $110,000•Hybrid

About The Position

The Operations Manager is an experienced, hands-on leader responsible for the day-to-day performance of an operational department. The role owns department production, quality, and accountability, and carries authority over department staff and workflows. The manager is expected to use independent judgment, proactively resolve issues, and escalate matters that require executive involvement. The position is listed as hybrid and requires the candidate to be located in or near San Antonio, Texas. The benefits section also describes the role as fully remote. The Operations Manager leads and develops staff, manages performance against KPIs and production targets, improves processes and workflows, collaborates across departments, and provides regular reporting to the VP of Operations.

Requirements

At least 5 years of experience leading an operational team or department, with a record of measurable performance improvement.
Demonstrated ability to directly manage people, including performance reviews, coaching, corrective action, and disciplinary decisions, with minimal guidance.
Ability to identify problems and independently develop solutions.
Strong accountability, including setting expectations, following through, and addressing underperformance.
Ability to exercise sound, independent judgment and operate with decision-making authority.
Strong organizational, communication, and process-improvement skills.
Fluency in HubSpot or another CRM platform for workflows, records, and reporting.
Working proficiency with Google Enterprise (Workspace) and Microsoft Enterprise (365).
Experience using online phone platforms for external customer communication and call management.
Proficiency with Slack for internal communication and coordination.
Must be located in or near San Antonio, Texas.

Nice To Haves

Prior experience in a fast-paced, production- or metrics-driven operational environment is strongly preferred.

Responsibilities

Own day-to-day department operations, including workflow, staffing, and production.
Manage department staff, including scheduling, time-off approvals, coverage planning, and performance management.
Conduct performance reviews and one-on-one feedback sessions, set expectations, and hold staff accountable.
Coach underperformance and implement corrective action plans or disciplinary action when appropriate.
Set and maintain standards for professionalism, urgency, and ownership.
Identify leadership potential and develop staff for future growth and responsibility.
Own department KPIs and production targets and take accountability for achieving them.
Monitor team and individual performance, address underperformance, and enforce consistent performance standards.
Diagnose and proactively resolve root causes of production or quality problems.
Recognize and reinforce high performance.
Evaluate and improve workflows, procedures, and documentation.
Identify inefficiencies, bottlenecks, and risks and independently implement practical solutions.
Standardize processes and documentation to support consistent, scalable performance.
Partner with Training & Development to address skill and process gaps.
Ensure Team Leads conduct regular quality checks on their teams’ work.
Collaborate with department leaders on cross-functional issues, dependencies, and resource needs.
Coordinate with Human Resources on staffing, performance, and disciplinary matters in accordance with company policy.
Represent the department’s needs and constraints in cross-functional discussions.
Provide the VP of Operations with regular reporting on department performance, risks, and outcomes.
Escalate matters requiring executive involvement with a clear recommendation.
Maintain current documentation of department performance, decisions, and personnel matters.