Hybrid Operations Leader - People & Process Excellence

Pembroke & Co.; Boston (MA); Hybride; USD 85 000 - 100 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

401k with company match

Paid time off

Paid holidays

Competitive compensation

Résumé du poste

Pembroke & Co. is seeking a Manager, Operations to lead day-to-day operations, supervise analysts, and own scheduling, capacity planning, and the full lifecycle of client requests and reporting workflows.

The role emphasizes independent decision-making, quality assurance, and continuous improvement across production processes. Hybrid work schedule with in-office presence required Monday–Thursday and remote on Fridays.

Qualifications

• Bachelor's degree or equivalent professional experience required.
• 5+ years of people and project/production management experience required.
• Proficiency with Microsoft Office Suite and comfortable interpreting data sets.

Responsabilités

• Supervise, coach, and develop the analyst team with regular 1:1s.
• Evaluate performance and maintain documentation; coordinate with HR on employee-relations matters.
• Oversee onboarding, interviewing, hiring, training, and workload delegation.
• Partner with Director to plan cross-training across processes and systems.
• Create and maintain weekly operations schedule ensuring bandwidth and client coverage.
• Own the full lifecycle of client requests from intake to resolution; ensure timely communication.
• Act as primary internal point of contact for request status and workflow updates.
• Collaborate with revenue & growth team on complex client replies.
• Own report production and delivery to clients to meet production goals.
• Maintain compliance and nonconformance processes with root-cause analysis.

Connaissances

People leadership

Operations management

Project management

Data interpretation

Communication

Customer focus

Formation

Bachelor's degree or equivalent

Outils

Microsoft Excel

Description du poste

Pembroke & Co. is seeking a Manager, Operations to lead day-to-day operations, supervise analysts, and own scheduling, capacity planning, and the full lifecycle of client requests and reporting workflows.

The role emphasizes independent decision-making, quality assurance, and continuous improvement across production processes. Hybrid work schedule with in-office presence required Monday–Thursday and remote on Fridays.