Hybrid Operations Leader: KPI-Driven Performance Coach

Automatic Data Processing, Inc.; Boerne (TX); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Automatic Data Processing, Inc. in the United States is seeking an Operations Manager to lead the CustomerOperations department from a hybrid San Antonio-area location.

You will own the department's day-to-day performance, setting standards, and driving ownership to improve production and quality. Reporting to the Department Director, you will manage staffing, performance reviews, coaching, and disciplinary actions, while building scalable processes and reporting to the VP of Operations.

Qualifications

• 5+ years leading an operational team with measurable improvements.
• Experience managing people including reviews, coaching, corrective actions, and disciplinary decisions.
• Self-starter who identifies problems and builds solutions independently.
• Strong accountability and ownership; does not let underperformance go unaddressed.
• Ability to operate with real decision-making authority and independent judgment.
• Experience in a fast-paced, production- or metrics-driven environment.
• Fluency in HubSpot or similar CRM platforms.
• Proficiency with Google Workspace and Microsoft 365.
• Experience using online phone platforms for external customer communication.
• Proficient with Slack for internal team coordination.

Responsibilities

• Own the day-to-day operations of the department, ensuring workflow and production run smoothly.
• Directly manage department staff, including scheduling, time-off approvals, and performance management.
• Conduct regular performance reviews and 1:1 feedback sessions with clear expectations.
• Coach underperformance directly and decisively; implement corrective actions when warranted.
• Set a visible standard of professionalism, urgency, and ownership across the team.
• Identify leadership potential and develop staff for future growth.
• Own department KPIs and production targets; be accountable for results.
• Monitor performance and address underperformance early with timely action.
• Standardize processes and documentation to enable scalable operations.
• Partner with Training & Development to close skill gaps.

Skills

People leadership

Performance management

Accountability

Decision-making

Process improvement

Operational excellence

Tools

HubSpot

Google Workspace

Microsoft 365

Slack

Phone platforms

Job description

Automatic Data Processing, Inc. in the United States is seeking an Operations Manager to lead the CustomerOperations department from a hybrid San Antonio-area location.

You will own the department's day-to-day performance, setting standards, and driving ownership to improve production and quality. Reporting to the Department Director, you will manage staffing, performance reviews, coaching, and disciplinary actions, while building scalable processes and reporting to the VP of Operations.