Senior Manager of Operations
About The Position
The Senior Manager of Operations leads daily operations and develops frontline leaders to deliver consistent results. Reporting to the Senior Director of Operations, this role oversees supervisors and team leaders while driving productivity, service quality, accountability, and member satisfaction. The Senior Manager uses operational data to identify performance gaps, improve workflows, and ensure teams have the tools, training, and support to succeed. The role partners with HR, Compliance, Training, Development, Special Projects, and other departments to implement business initiatives and maintain effective operational practices. The position includes responsibility for operational performance, leadership development, cross-functional implementation, quality and compliance, staffing and resource management, and member experience. The role is based onsite in Orlando and requires remote operational support one weekend per month as needed.
Requirements
- Bachelor’s degree in business administration, operations management, or equivalent professional experience.
- 8–10 years of progressive operations leadership experience, including direct people management.
- Demonstrated success leading mid-sized to large operational teams and implementing performance improvement programs.
- Strong coaching and leadership skills, with a focus on engagement, development, and accountability.
- Strong analytical and problem-solving skills, including the ability to use data to guide decisions.
- Effective communication skills and experience collaborating across departments.
- Experience with quality assurance, compliance oversight, and service improvement.
- Proficiency with operational systems, CRM tools, and reporting platforms.
- Ability to manage competing priorities in a fast-paced environment.
- Commitment to continuous improvement and workforce development.
- Ability to work onsite in Orlando and provide remote operational support one weekend per month as required.
Nice To Haves
- Experience in financial services operations.
- Familiarity with lending, ACH, or debit payment processing.
Responsibilities
- Lead daily operations to support efficient, compliant, and consistent service across channels.
- Translate departmental strategies and EOS initiatives into actionable plans for frontline leaders and employees.
- Monitor operational metrics to identify trends, performance gaps, and improvement opportunities.
- Implement process improvements to strengthen productivity, service quality, and operational consistency.
- Directly manage supervisors and team leaders, establishing clear expectations and accountability.
- Coach and mentor leaders to improve team performance, engagement, and professional growth.
- Address performance concerns through timely feedback, corrective guidance, and follow-through.
- Support new leader onboarding, training initiatives, and leadership development.
- Build a culture centered on teamwork, continuous improvement, and member service.
- Partner with HR, Compliance, Training, Development, Special Projects, and other departments to align operational execution with business priorities.
- Participate in project planning, system rollouts, and process changes.
- Prepare frontline teams for new initiatives and support effective adoption.
- Communicate operational needs, priorities, and implementation timelines across departments.
- Reinforce quality assurance processes, service standards, and established procedures.
- Identify and address compliance gaps, performance risks, and workflow inconsistencies.
- Partner with Compliance and Training to strengthen employee understanding of regulatory requirements and service protocols.
- Follow through on corrective actions and monitor results.
- Assist with operational budgets, staffing plans, and resource forecasts.
- Optimize workforce scheduling and deployment to balance service levels, productivity, and employee needs.
- Monitor overtime, staffing utilization, and operational expenses.
- Recommend resource adjustments based on workload and performance trends.
- Monitor member satisfaction and service performance metrics.
- Improve frontline processes to strengthen issue resolution and the overall member experience.
- Reinforce a service culture grounded in empathy, accuracy, and efficiency.
- Provide remote operational support one weekend per month as required.
Benefits
- 401(k) with employer matching
- 100% company-paid health, dental, and vision insurance for employee coverage
- Life insurance
- Short- and long-term disability
- Generous paid time off
- Paid holidays and sick leave
- Daily snacks and weekly team breakfasts
- Company-sponsored events and end-of-year celebration
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What This Job Offers
Job Type
Full-time
Career Level
Senior
