Hybrid Operations Lead - Client Delivery & Team Growth

Pembroke & Co.; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Additional work from home days

Commuting reimbursement

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Pembroke & Co. is seeking a Manager, Operations to lead daily operations, supervise teams, and manage client requests from intake to delivery. You will balance capacity, quality, and deadlines while driving process improvements in a hybrid work setting.

The role emphasizes scheduling, reporting, and coordinating with revenue and growth teams to handle complex client responses, ensuring timely, accurate outcomes for external clients.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years of management experience in a high-volume, deadline-driven environment.
• Familiarity with franchise operations and multi-unit operators preferred.
• Proficiency with the Microsoft Office Suite and data interpretation.

Responsibilities

• Supervise, coach, and develop the analyst team, conducting regular one-to-ones and supporting growth.
• Own the full lifecycle of client requests — intake, tracking, prioritization, and resolution.
• Create and maintain the weekly schedule for the operations department and ensure client coverage.
• Own report production and delivery to clients to meet expectations and production goals.
• Identify operational and quality improvement opportunities and present recommendations.

Skills

Operations leadership

People leadership

Prioritization and judgment

Organization and follow-through

Customer focus

Communication

Adaptability

Discretion

Education

Bachelor's degree or equivalent

Job description

Pembroke & Co. is seeking a Manager, Operations to lead daily operations, supervise teams, and manage client requests from intake to delivery. You will balance capacity, quality, and deadlines while driving process improvements in a hybrid work setting.

The role emphasizes scheduling, reporting, and coordinating with revenue and growth teams to handle complex client responses, ensuring timely, accurate outcomes for external clients.