Hybrid Operations Leader — Team & Workflow Excellence

Pembroke & Co., Inc.; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work days

Commuting reimbursement

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Pembroke & Co., Inc. in Boston is seeking a Manager, Operations to lead day-to-day execution of the operations function, ensure client work moves efficiently from intake to delivery, supervise teams, and own scheduling and capacity.

You will oversee the full lifecycle of client requests, maintain quality and compliance, drive process improvements, and partner with leadership to align production with key performance goals.

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; QSR experience preferred.
• Proficiency with the Microsoft Office Suite and comfort interpreting data sets.

Responsibilities

• Supervise, coach, and develop the analyst team, with regular one-on-ones and growth support.
• Evaluate performance, deliver feedback, and document; coordinate with HR on employee-relations matters.
• Onboard new hires, interview, hire, and train, delegating work as needed.
• Partner with Director to schedule training to cross-train across processes and systems.
• Create and maintain weekly schedules for the operations department, ensuring bandwidth and coverage.
• Analyze and prioritize incoming correspondence to determine actions.
• Own the full lifecycle of client requests — intake, tracking, prioritization, resolution.
• Serve as primary internal contact for request status and workflow updates.

Skills

Operations leadership

People leadership

Prioritization & judgment

Organization & follow-through

Customer focus

Communication

Adaptability

Discretion

Education

Bachelor's degree

Tools

MS Office

Job description

Pembroke & Co., Inc. in Boston is seeking a Manager, Operations to lead day-to-day execution of the operations function, ensure client work moves efficiently from intake to delivery, supervise teams, and own scheduling and capacity.

You will oversee the full lifecycle of client requests, maintain quality and compliance, drive process improvements, and partner with leadership to align production with key performance goals.