Senior Manager of Operations
About The Position
The Employment Transformation Collective (ETC)—a dynamic “start-up” division of Northwest Center—delivers comprehensive accessibility solutions to businesses through training, consulting, and its flagship Accessibility Partner Service. We are seeking a Senior Manager of Operations to ensure the seamless delivery of integrated services across ETC’s accessibility portfolio, contracts, and client teams. The Senior Manager leads an evolving team of customer-facing Client Success Managers (CSMs) across diverse contracts nationally and internationally. The role provides strategic operational leadership and program oversight for managed services, driving continuous improvement and introducing innovative offerings to the market. This results-driven leader will manage multiple initiatives requiring tactical expertise, creative problem-solving, and the ability to operate independently in a fast-paced environment. Learn more about our Employment Transformation Collective and The Accessibility Partner service here: https://etc.nwcenter.org/
Requirements
- 5+ years of demonstrated experience in a role leading business operations, scaling services, and working as a people leader
- 5+ years of experience in a role providing account management or business development
- 2+ years of experience leading or participating in B2B sales
- 2 + years of experience in providing vendor services to large multinational businesses
- 2+ years’ experience with pricing, billing, and contracts
- Demonstrated change management experience
- Demonstrated experience designing and managing programs, including creating an organizational structure, supporting the creation of marketing plans, hiring, and budgeting
- Able to work a variable schedule and travel domestically and internationally on occasion
Nice To Haves
- Demonstrated experience with employer-facing workforce development or productivity services/products preferred
- Knowledge of accessible technology and product development preferred
Responsibilities
- People Leadership
- Provide daily leadership and guidance to CSMs
- Build and manage a strong leadership team with career development and succession planning
- Drive talent acquisition, retention, and leadership growth through mentoring and coaching
- Foster an inclusive, diverse culture that promotes engagement
- Partner with training leadership to enhance programs and support continuous improvement
- Operational Excellence
- Lead and oversee program management across contracts to ensure compliance, quality, and client satisfaction
- Maintain accurate training documentation, SOPs, and resource libraries
- Drive continuous improvement and scalability using analytics and technology
- Set and track KPIs and success metrics for growth
- Manage contract compliance, SLAs, billing, and accountability
- Oversee P&L reviews, invoicing, and audits in partnership with accounting
- Serve as subject matter expert on billing and compliance
- Support administrative, project, and budget needs for senior leadership
- Develop SOPs and service delivery models for new programs
- Strategic Vision & Growth
- Partner on long-term growth initiatives and operational effectiveness
- Design and implement project plans for information systems and process improvements
- Evaluate program performance and identify areas for improvement
- Act as a solutions provider for contract challenges and scalability
- Collaborate on marketing, sales, and outreach efforts to drive revenue
- Build strong customer relationships and expand business opportunities
- Monitor trends in disability employment and workforce development to inform strategy
Benefits
- Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance
- 17 Accrued Paid Time Off Days Annually
- 7 Paid Holidays + 2.5 Days of Floating Holiday; 5 Floating Holiday days annually after one year
- Retirement 401(K) with a company match
- Employment Assistance Program (EAP) via Spring Health
- Mental Wellness Program, including six free therapy sessions per year
- Physical Wellness Reimbursement Program - $25 per month
- Student Loan Contribution Program - $50 per month
- Pet Insurance Discount Program
- Highly skilled, dedicated, and collaborative team
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
