Senior Operations Leader, Customer Operations

PATRIOTCLAIMS LLC; Boerne (TX); Hybrid; USD 90,000 - 140,000; Full time

Job summary

PATRIOTCLAIMS LLC is seeking an Operations Manager in a hybrid role based near San Antonio, TX. You will lead the Customer Operations department, driving performance, quality, and accountability across workflows and teams.

You will report to the Department Director, manage staff, and own KPIs and production targets, ensuring professional standards and cross-functional collaboration. This role requires a hands-on leader who can operate with independence.

Qualifications

• 5+ years of experience leading an operational team or department with measurable performance improvements.
• Proven ability to manage people directly, including performance reviews, coaching, and disciplinary actions.
• Self-starter who identifies problems and builds solutions independently.
• Strong accountability instincts: sets clear expectations and follows through.
• Experience with CRM platforms (HubSpot) and productivity suites (Google Workspace, Microsoft 365).

Responsibilities

• Lead day-to-day operations and manage department workflow.
• Direct staff scheduling, time-off approvals, coverage planning, and performance management.
• Conduct regular performance reviews and provide 1:1 feedback sessions.
• Coach underperformance and implement corrective actions as needed.
• Set and enforce professional standards and ownership culture across the team.
• Collaborate with HR and other departments on staffing and policy matters.
• Provide regular KPI and department performance reporting to the VP of Operations.

Skills

Leadership

People management

Coaching

Accountability

Decision making

Communication

Process improvement

Organizational skills

HubSpot

Slack

Google Workspace

Microsoft 365

Phone platforms

Tools

HubSpot CRM

Google Workspace

Microsoft 365

Slack

Phone platforms for external communication

Job description

PATRIOTCLAIMS LLC is seeking an Operations Manager in a hybrid role based near San Antonio, TX. You will lead the Customer Operations department, driving performance, quality, and accountability across workflows and teams.

You will report to the Department Director, manage staff, and own KPIs and production targets, ensuring professional standards and cross-functional collaboration. This role requires a hands-on leader who can operate with independence.