SENIOR OPERATIONS MANAGER DELIVERY & ACTIVATION

Kentech Consulting Inc•Coral Gables, FL

2d•$75,000 - $95,000•Remote

About The Position

KENTECH Consulting Inc. is seeking a hands-on operations leader to scale delivery across public sector, healthcare, and higher education clients. The role translates new business into reliable, high-quality service delivery and long-term client growth. It owns implementation, quality, capacity, financial performance, and process improvement, using existing systems and technology, including AI tools. The position requires taking ownership from problem through solution rather than serving in an oversight-only capacity. The Senior Operations Manager owns the transition from signed agreement to launch and stable delivery, coordinating discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers. The role directs Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads, and is accountable for client service levels, file quality, backlogs, turnaround, and issue resolution. It also manages forecasting, workload allocation, throughput, coverage, and operational economics, and partners with HR, Finance, and the COO on staffing, contractor, workflow, and technology recommendations. The manager documents and improves operational processes in Lumina, KENTECH’s internal learning management system, creates training resources, and validates that teams can follow standard operating procedures. The role leads weekly operating reviews and uses dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance. It is a remote, full-time, W-2 position reporting to the Chief Operating Officer, with five functional leads and their teams as direct reports. The base salary is $75,000–$95,000, depending on experience.

Requirements

At least 7 years leading deadline-driven, high-volume service operations, including hands-on experience scaling a growing business and managing supervisors or functional leads.
Ability to personally diagnose bottlenecks, lead launches, make decisions with limited resources, and maintain delivery commitments as priorities change.
Demonstrated ability to use AI tools, automation, and operational technology to streamline workflows, analyze performance, solve business problems, and improve service delivery, with specific examples and measurable results; software development expertise is not required.
Experience owning service quality, corrective action, and process controls in a compliance-sensitive or regulated environment; ability to learn applicable FCRA requirements quickly.
Working command of operating metrics and P&L drivers, including cost of goods sold, gross margin, productivity, labor utilization, cost per case, and workforce planning, and ability to use data to improve delivery economics.
Ability to use existing case management platforms and performance data to standardize, improve, and scale workflows, including SOPs and effective knowledge transfer.
Ability to execute independently in a remote, fast-changing environment, investigate unfamiliar issues, communicate clearly, and follow through without constant direction.
Demonstrated discretion with sensitive client, consumer, employee, and investigative information.

Nice To Haves

Experience in background screening, investigations, or public records.
Experience in public sector, federal, military, or law enforcement operations.
Experience standing up new client programs or implementations.
Experience managing distributed or offshore teams.

Responsibilities

Own the transition from signed agreement to launch and stable delivery, coordinating discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers.
Partner with Client Success, which owns the commercial partnership, and confirm billing contacts, invoicing terms, and reporting before go-live.
Direct Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads.
Own client service levels, file quality, backlogs, turnaround, and issue resolution.
Investigate root causes, validate corrective actions, and promptly escalate material compliance defects.
Preserve Audit’s independent escalation path to the COO and build Verification’s capacity for growth.
Forecast demand, allocate workloads, improve throughput, and manage coverage using productivity, utilization, cost per case, COGS, gross margin, and service data.
Distinguish genuine headcount needs from process and performance issues; recommend staffing, contractor, workflow, and technology changes with HR, Finance, and the COO.
Measure progress against the cost-reduction and capacity targets, establishing the baseline and measurement period with leadership.
Document, review, and optimize applicable operational processes in Lumina; build engaging training resources and validate that others can follow SOPs.
Run weekly operating reviews covering delivery performance, client outcomes, priorities, risks, and corrective actions.
Use dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance.
Resolve routine issues and escalate exceptions to the COO.
Lead the functional teams through change while driving accountability and clear communication.