Manager, Business Operations & Strategy

Jobgether; United States; Remote; USD 98,000 - 121,000; Full time

Benefits offered by this job

Competitive compensation

Healthcare coverage

Mental health resources

Performance incentives

Salary growth

401(k) with employer match

Paid time off

Employee discounts

Job summary

Jobgether is seeking an experienced Operations Leader to drive strategic planning and oversee contact center performance in a dynamic, member-focused environment.

You will lead data-driven initiatives, coach teams, and collaborate with executives to deliver measurable improvements in service quality and operational efficiency. This role emphasizes change leadership, stakeholder engagement, and adherence to regulatory requirements.

Qualifications

• Bachelor's degree or equivalent professional experience in business administration or related field.
• At least five years in business operations, strategy, or contact center management, preferably in financial services.
• Three years in supervisory or leadership roles with experience managing teams in high-volume, member-facing environments.
• Strong analytical skills with experience interpreting operational and financial data and using data visualization tools.

Responsibilities

• Develop and execute business strategies aligned with organizational objectives and member needs.
• Oversee contact center operations, optimize workflows, and improve service delivery and efficiency.
• Analyze operational and financial data, forecast performance, and provide actionable insights to senior leadership.
• Lead, coach, train, and motivate teams; set performance goals and foster accountability.
• Mentor and develop leadership capabilities; support succession planning.
• Drive enterprise-level initiatives with defined scope, timelines, and resource management.
• Champion continuous process improvements and manage ROI and risk.
• Communicate strategies and findings clearly to executives and teams to guide decisions.
• Establish compliance frameworks and ensure initiatives adhere to regulations and policies.
• Define technology strategies and evaluate vendors to support digital transformation.

Skills

Strategic planning

Operational leadership

Data analysis

Team leadership

Cross-functional collaboration

Project management

Communication

People development

Change leadership

Stakeholder engagement

Education

Bachelor's degree in Business Administration or related field

Tools

Tableau

Power BI

Job description

Accountabilities

- Strategic Planning: Develop and execute business strategies aligned with organizational objectives and member needs, tracking key performance indicators (KPIs) to measure progress and achieve desired outcomes.

- Operational Performance: Oversee contact center operations, optimize workflows, and improve service delivery, efficiency, scalability, and the overall member experience.

- Data Analysis and Reporting: Analyze complex operational and financial data, identify trends, forecast performance, and deliver actionable insights and recommendations to senior leadership.

- Team Leadership and Development: Lead, coach, train, evaluate, and motivate employees; establish performance goals; and foster a collaborative culture built on accountability, initiative, and continuous improvement.

- Leadership Pipeline and Succession Planning: Mentor team members, develop leadership capabilities, and support career progression and succession planning.

- Cross-Functional Project Management: Lead enterprise-level initiatives, define project scope and timelines, allocate resources, manage budgets and communications, and maintain stakeholder alignment.

- Process Improvement: Champion continuous improvement initiatives, assess return on investment and risk, and implement solutions that enhance operational effectiveness and service quality.

- Stakeholder Engagement: Communicate strategies, findings, and recommendations clearly to executives, teams, and business partners to inform decisions and drive organizational progress.

- Compliance and Risk Management: Establish appropriate compliance frameworks and ensure operational initiatives adhere to applicable regulations and internal policies.

- Technology Strategy: Define and implement technology strategies that support digital transformation, including evaluating vendors and making informed technology investment decisions.

Requirements:

- Education: Bachelor's degree in Business Administration or a related field, or equivalent relevant professional experience.

- Professional Experience: At least five years of experience in business operations, strategy, or contact center management, preferably in financial services or credit unions.

- Leadership Experience: At least three years in a supervisory or leadership role, with demonstrated success managing teams in a high-volume, member-facing environment.

- Analytical Skills: Strong analytical and problem-solving capabilities, including experience interpreting operational and financial data and using data visualization tools such as Tableau or Power BI.

- Contact Center Expertise: Experience with workforce management systems and contact center technologies.

- Project Management: Proven ability to manage cross-functional projects, timelines, budgets, resources, and stakeholder communications.

- Strategic and Change Leadership: A track record of driving innovation, leading organizational change, improving processes, and supporting teams through transitions.

- Communication and Collaboration: Excellent communication, leadership, and stakeholder engagement skills, with the ability to influence decisions and build effective working relationships.

- People Development: Ability to motivate teams, establish clear performance expectations, develop talent, and promote accountability and teamwork.

- Preferred Certification: Lean, Six Sigma, or a similar process improvement certification is an advantage.

- Location and Work Authorization: Must live within a reasonable commuting distance of the communities served in California, including Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo counties. Candidates must already be authorized to work in the United States; visa sponsorship is not available.

- Working Environment: The role is generally office-based, involves standard office equipment, and is primarily sedentary. The regular schedule is Monday through Friday, 40 hours per week.

Benefits:

- Competitive Compensation: Annual base salary ranging from $98,230.08 to $121,347.20, depending on experience, education, training, skills, and role responsibilities.

- Healthcare Coverage: Medical, dental, and vision insurance.

- Mental Health and Wellness: Access to mental health resources and employee wellness programs.

- Performance Incentives: Employee performance incentive plan.

- Salary Growth: Opportunities for merit-based salary increases.

- Retirement Savings: 401(k) program with an immediately vested employer match.

- Paid Time Off: Generous holiday and vacation policies.

- Employee Discounts: Exclusive employee benefits, including loan and credit card discounts.