Operations Manager

Ignite IT•Suitland-Silver Hill, MD

16h

About The Position

We are seeking an experienced Operations Manager to support and enhance survey operations, customer engagement initiatives, respondent services, and CRM-related business processes. This role is responsible for overseeing survey onboarding and rollover activities, managing customer communications, maintaining knowledge management resources, supporting operational reporting, and coordinating system integrations. The ideal candidate will have experience managing complex business processes, supporting CRM platforms, working with cross-functional teams, and driving operational improvements. While familiarity with CRM and workflow systems is beneficial, this role is focused primarily on business operations, process management, system administration, and stakeholder support rather than hands-on application development.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.
5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.
Experience managing complex business processes and cross-functional projects.
Strong analytical, organizational, and problem-solving skills.
Experience creating reports, dashboards, and operational metrics.
Strong communication and stakeholder management skills.
Experience working in Agile or fast-paced operational environments.

Nice To Haves

Familiarity with CRM and workflow systems is beneficial.

Responsibilities

Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities.
Ensure survey programs are launched accurately and on schedule.
Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications.
Partner with business stakeholders to identify and implement process improvements related to survey operations.
Maintain survey-related configurations, user assignments, and operational controls.
Support CRM-driven customer engagement and respondent service initiatives.
Monitor and improve respondent experiences across communication channels.
Collaborate with internal teams to resolve customer service issues and operational challenges.
Ensure business processes and workflows are functioning effectively and efficiently.
Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement.
Support email and SMS communication initiatives and monitor campaign effectiveness.
Assist with audience segmentation, communication strategies, and campaign execution.
Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users.
Support search functionality and content organization to improve information accessibility.
Partner with business teams to ensure knowledge resources remain current and accurate.
Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes.
Support integrations and data exchanges between CRM systems and related applications.
Work with technical teams to troubleshoot data and system issues impacting business operations.
Assist in testing and validating system changes and enhancements.
Develop and maintain operational reports, dashboards, and performance metrics.
Track survey activity, customer interactions, operational effectiveness, and service delivery metrics.
Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes.
Prepare reports and presentations for leadership and program stakeholders.
Monitor system performance and operational processes to identify issues and improvement opportunities.
Coordinate issue resolution efforts with technical and business teams.
Support platform upgrades, process enhancements, and modernization initiatives.
Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.