Operations Specialist

Keller Williams Grand Rapids East; Austin, Northern (TX, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Keller Williams Grand Rapids East is seeking an Operations Specialist to develop, implement, and evaluate project plans and operational initiatives for KW MAPS Coaching systems and processes. You will analyze requirements, identify gaps, recommend solutions, and provide data-driven insights to keep initiatives on time and aligned with business goals.

This role requires collaboration across Operations, Product Management, and IT, with heavy emphasis on documentation, reporting, and governance to

Qualifications

• Bachelor's degree required or four years of relevant education/work experience substituted for degree
• Minimum of three years of specialized experience in project management or project coordination
• Experience in project coordination, operations, or process improvement
• Experience collaborating with cross-functional teams on processes, systems, or products
• High attention to detail and strong organizational skills
• Strong communication and accountability for deadlines/deliverables
• Ability to manage multiple projects with minimal oversight
• Experience in requirements gathering and task tracking
• Polished, professional demeanor
• Familiarity with project coordination tools and workflow management
• Proficiency in Microsoft Office (Excel, Word, Outlook) and project tracking tools
• Knowledge of industry developments, techniques, and trends

Responsibilities

• Directs and coordinates KW MAPS projects aligned with business goals and priorities
• Plans and evaluates operational scope, timelines, and deliverables with Operations and Product Management
• Implements operational plans supporting new revenue streams, including requirements gathering and training
• Develops operational plans, prepares reports, and presents recommendations
• Facilitates process discovery sessions and gap analyses
• Analyzes initiatives to improve business growth, customer service, and productivity
• Researches and documents operational process flows and data models
• Evaluates industry trends and assesses strategic effectiveness
• Produces and maintains project documentation (task lists, scope, schedules)
• Coordinates tasks across internal teams and external stakeholders
• Delivers operational status updates and reporting for leadership
• Collaborates with cross-functional teams to align initiatives across stakeholders
• Leads periodic system audits to ensure data accuracy and integrity
• Analyzes data quality metrics and resolves discrepancies
• Plans operational initiatives using data-driven insights
• Leads development and lifecycle of new and current products inside the department
• Manages Zendesk configuration and reporting as administrator
• Ensures proper workflows, permissions, and automation configurations

Skills

Project management

Operations

Process improvement

Cross-functional collaboration

Data analysis

Communication

Microsoft Office

Excel

Documentation

Time management

Education

Bachelor's degree

Tools

Zendesk

Microsoft Office

Project tracking tools

Excel

Job description

The Operations Specialist utilizes subject matter expertise to develop, implement, and evaluate project plans and operational initiatives for KW MAPS Coaching systems and processes. This position analyzes project requirements, identifies process gaps, recommends specialized solutions, and provides insights to support data-driven project execution and continuous improvements. The Specialist leverages strong collaboration, communication, and organizational skills to ensure projects are delivered on time, within scope, and aligned with business objectives.

What is MAPS? MAPS (Mega Achievement Productivity Systems) is a series of sales training and coaching programs designed to help Keller Williams agents with Business Growth, Personal Growth, Sales Growth and Business Expansion. These programs can be conducted in-person or virtually, as well as in a Skills Camp and other event settings.

Location(s)

Austin Texas Corporate Office-TX-CO

About Us

Austin, Texas-based Keller Williams Realty, LLC is the world's largest real estate franchise by agent count with a global network of offices and affiliated agents. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent-centric, technology-driven, and education-based culture that rewards affiliated agents. If you're ready to join an award-winning team that champions bold innovation, puts people and service at the heart of business, and empowers you to make a real impact, then Keller Williams is where you belong.

• 2026 & 2025 Best Places to Work (Glassdoor)
• 2025 America's Most Admired Workplaces (Newsweek)
• 2025 Top Franchises for Women (Franchise Business Review)
• 2025 Best-Led Companies (Glassdoor)

Responsibilities

Project and Operational Planning

• Directs and coordinates KW MAPS projects aligned with business goals and strategic priorities
• Plans and evaluates operational scope, requirements, timelines, and deliverables in collaboration with Operations and Product Management
• Implements operational plans supporting new revenue streams, including requirements gathering, process definition, training, performance goals, and post-launch support
• Develops operational plans, prepares reports, presents recommendations, and implements solutions

Process Improvement and Business Analysis

• Develops and facilitates process discovery sessions and gap analyses to ensure accurate operational representation
• Analyzes continuous improvement initiatives to identify opportunities to improve business growth, customer service, and productivity
• Researches and documents operational process flows and data models for system development and process redesign
• Evaluates industry trends, recommends operational strategies, and assesses the effectiveness of those strategies

Project Coordination, Documentation, and Reporting

• Produces and maintains comprehensive project documentation, including task lists, scope documents, schedules, issue logs, and progress trackers
• Manages, coordinates, and tracks operational tasks across internal teams and external stakeholders to ensure completion within operational timelines
• Produces and delivers operational status updates and reporting for leadership and stakeholders
• Collaborates with cross-functional teams to support operational initiatives and ensure alignment across stakeholders.

Data Quality, Governance, and Insights

• Leads periodic system audits to analyze and evaluate data accuracy, resolve discrepancies, and enforce standards that preserve data integrity across platforms
• Analyzes data quality metrics on an ongoing basis, proactively identifying and resolving inconsistencies or gaps
• Utilizes subject matter expertise to plan operational initiatives, research issues, analyze and interpret data, and provide insights for data-driven decisions

Product and Systems Administration

• Leads the development, design, creation, and operational lifecycle of new and current products inside the department
• Serves as administrator for multiple systems, applying in-depth knowledge and technical guidance to manage user permissions, workflows, automations, and custom field configurations
• Configures and maintains Zendesk, including macros, triggers, roles, and reporting, as the go-to administrator while applying technical guidance to troubleshoot and provide specialized solutions

Qualifications

• Bachelor's degree. Four (4) years of relevant education and work experience may be substituted for degree
• Minimum of three (3) years of specialized experience in project management or project coordination
• Strong experience in, or exposure to, project coordination, operations, or process improvement work
• Experience collaborating with cross-functional teams on processes, systems, or products
• High level of attention to detail and strong organizational skills
• Strong communication skills with ability to hold others accountable for deadlines and deliverables
• Ability to manage multiple projects simultaneously with minimal oversight
• Experience in requirements gathering, documentation, and task tracking
• Polished and professional demeanor
• Familiarity with project coordination tools, documentation practices, and workflow management
• Proficiency in Microsoft Office, including Excel, Word, and Outlook, and project tracking tools
• Well-versed in industry developments, techniques, and trends

Preferred Requirements

• Experience in project management, operations, business analysis, or process improvement environments
• Exposure to coaching, training, or learning-based business models
• Familiarity with continuous improvement methodologies
• Experience supporting product launches or new revenue initiatives

Knowledge

• Deep knowledge of project coordination, process improvement, and operational workflows within coaching or service-based organizations
• Proficiency in Microsoft Office, including Excel, Word, and Outlook
• Understanding of project documentation, workflow tracking, and cross-functional collaboration practices

Skills

• Strong critical thinking and project planning skills
• Strong data analytical skills, with strong attention to detail and accuracy
• Strong verbal, written, interpersonal, listening, and presentation communication skills
• Strong project management, time management, and organizational skillsStrong solution and service-oriented skills, with an emphasis on collaboration, problem solving, follow-through, and responsiveness
• Strong relationship building skills, with a proactive and service-oriented approach to working with team members

Abilities

• Ability to demonstrate good judgement and effective problem-solving, with the ability to address complex issues and provide specialized solutions
• Ability to demonstrate a high degree of flexibility and adaptability
• Ability to work independently as well as in a team-oriented, collaborative environment
• Ability to demonstrate the highest level of integrity and ethics
• Ability to demonstrate a high degree of self-motivation, accountability, and work ethic
• Ability to provide strong customer service through all communication mediums

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.

• Keyboarding
• Viewing computer monitor

Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.

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