SENIOR OPERATIONS MANAGER DELIVERY & ACTIVATION

Kentech Consulting Inc; Oregon; Hybride; USD 75 000 - 95 000; Plein temps

Avantages offerts par ce poste

401(k)

Dental insurance

Health insurance

Paid time off

Parental leave

Vision insurance

Résumé du poste

KENTECH Consulting Inc. is seeking a Senior Operations Manager to scale delivery and activation for our high‑volume background screening services. You will lead implementation, quality, capacity planning, and process improvements using existing systems and AI tools to deliver reliable, compliant results.

This is a hands-on, ownership role with remote work options. You will manage cross-functional teams, drive performance through data, and partner with executives to optimize operations, while

Qualifications

• 7+ years leading deadline-driven, high-volume service operations and scaling a growing business
• Proven ability to diagnose bottlenecks, lead launches, and deliver with limited resources
• Demonstrated use of AI tools, automation, and operational tech to improve delivery
• Experience owning service quality, corrective actions, and compliance in regulated environments
• Strong grasp of P&L drivers, cost of goods sold, gross margin, and workforce planning
• Ability to standardize and scale workflows using SOPs and knowledge transfer
• Effective in remote, fast-changing environments with proactive problem solving
• Discretion with sensitive client, consumer, employee, and investigative information

Responsabilités

• Launch and activation: Own the transition from contract authorization to launch and stable delivery, coordinating milestones and invoicing terms.
• Delivery and client outcomes: Ensure 98% on-time delivery, manage file quality, backlogs, turnaround times, and issue resolution.
• Capacity and cost: Target 50% cost reduction while increasing service capacity through demand forecasting and workload allocation.
• Systems and management cadence: Document and optimize processes, run weekly reviews, and use dashboards and AI tools to improve efficiency while maintaining compliance.

Connaissances

Operational scaling and leadership

Execution and ownership

Technology and AI proficiency

Quality and compliance

Financial and capacity management

Systems and operational discipline

Independent execution

Confidentiality and judgment

Description du poste

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Senior Operations Manager, Delivery & Activation

KENTECH Consulting Inc. is an award-winning background screening and investigative technology company. We created eKnowID, the first consumer background checking system of its kind, and ClarityIQ, a high-tech/high-touch investigative case management platform. We serve public sector, law enforcement, healthcare, and higher education clients nationwide.

Our mission

We're on a mission to help the world make clear and informed hiring decisions.

Our values

• People Focused — We are client focused and results-driven.
• Growth Minded — We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders — We are passionate investigators for discovery and truth.
• Community Partnerships — We believe there is no greater power for transformation than delivering on what communities and employees care about.

Impact

We are an agile, growing business building the next evolution of background investigations. We need a hands-on operations leader who has helped scale a growing business, knows how to make progress without a large corporate infrastructure, and takes ownership from problem to solution. You will dig into details, strengthen processes, and use technology thoughtfully to make operations more reliable and efficient. Your impact spans activating the contracts we win, sustaining excellent service delivery, and helping KENTECH Consulting Inc. grow.

Position Overview

KENTECH is growing across public sector, healthcare, and higher education. We need a resourceful, hands-on leader who can scale operations, develop accountable teams, and translate new business into reliable, high-quality delivery and long-term client growth. You will lead implementation, quality, capacity, financial performance, and process improvement, using existing systems and technology, including AI tools, to improve results. This is an ownership role, not an oversight-only position.

Core responsibilities & performance targets

Launch & activation

50% shorter time from contract authorization to first order

Own the transition from signed agreement to launch and stable delivery. Coordinate discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers. You will partner with Client Success, the owner of the commercial partnership. Confirm billing contacts, invoicing terms, and reporting before go-live.

Delivery & client outcomes

98% on-time delivery

Direct Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads. Own client service levels, file quality, backlogs, turnaround, and issue resolution. Investigate root causes, validate corrective actions, and elevate material compliance defects promptly. Preserve Audit's independent escalation path to the COO. Build Verification's capacity for growth.

Capacity & cost

50% reduction in operating costs while increasing service capacity

Forecast demand, allocate workloads, improve throughput, and manage coverage using productivity, utilization, cost per case, COGS, gross margin, and service data. Distinguish genuine headcount needs from process and performance issues. Recommend staffing, contractor, workflow, and technology changes with HR, Finance, and the COO. Measure progress against the 50% cost-reduction target while increasing capacity; establish the baseline and measurement period with leadership.

Systems & management cadence

100% of applicable company processes documented and usable

Document, review, and optimize applicable operational processes Lumina, KENTECH's internal learning management system; build engaging training resources and validate that others can follow the SOPs. Run weekly operating reviews covering delivery performance, client outcomes, priorities, risks, and corrective actions. Use dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance. Resolve routine issues and elevate exceptions to the COO.

Required qualifications

• Operational scaling and leadership. 7+ years leading deadline-driven, high-volume service operations, including hands-on experience scaling a growing business and managing supervisors or functional leads.
• Execution and ownership. Proven ability to personally diagnose bottlenecks, lead launches, make decisions with limited resources, and maintain delivery commitments as priorities change.
• Technology and AI proficiency. Demonstrated ability to use AI tools, automation, and operational technology effectively to streamline workflows, analyze performance, solve business problems, and improve service delivery. Able to give specific examples of practical application and measurable results; software development expertise is not required.
• Quality and compliance. Experience owning service quality, corrective action, and process controls in a compliance-sensitive or regulated environment; able to learn applicable FCRA requirements quickly.
• Financial and capacity management. Working command of operating metrics and P&L drivers, including cost of goods sold, gross margin, productivity, labor utilization, cost per case, and workforce planning; uses the data to improve delivery economics.
• Systems and operational discipline. Able to use existing case management platforms and performance data to standardize, improve, and scale workflows, including SOPs and effective knowledge transfer.
• Independent, resourceful execution. Effective in a remote, fast-changing environment; investigates unfamiliar issues independently, communicates clearly, and follows through without constant direction.
• Confidentiality and judgment. Demonstrated discretion with sensitive client, consumer, employee, and investigative information.

Preferred experience

• Background screening, investigations, or public records.
• Public sector, federal, military, or law enforcement operations.
• Standing up new client programs or implementations.
• Managing distributed or offshore teams.

The particulars

• Employment: Full-time, W-2, remote
• Reports to: Chief Operating Officer
• Direct reports: Five functional leads across Investigations, Verifications, Audit, Criminal Research, and Operations Support, and their teams
• Base salary: $75,000-$95,000 depending on experience
• Also included: Health, dental, and vision insurance; paid time off and flex time; 401(k) & Profit Sharing; company-sponsored short-term disability, long-term disability, and life insurance.

Interview process

Final-stage candidates work through a practical exercise built on three operating situations common to our industry: bringing a newly contracted account into service, managing a launch that depends on a third party, and raising the quality bar on a document-intensive process. We will ask how you would sequence the work, who you would hold accountable, and what you would change so issues do not recur.

We evaluate how you approach real problems and how you lead people. We look for ownership, sound operational judgment, candor, resourcefulness, clear communication, and the ability to drive accountability while bringing teams through change.

Equal employment opportunity

KENTECH Consulting Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace. Applicant information will be treated confidentially in accordance with applicable requirements.