Strategic Operations Manager: Growth & Escalations

Divisions Maintenance Group; Cincinnati (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental and vision coverage on

401K match up to 4% with immediate 100

Paid Primary and Secondary Caregiver/F

Employee Assistance Program

Paid time off to volunteer

Job summary

Divisions Maintenance Group in Cincinnati, OH is seeking an Operations Manager to partner with the GTM leader, drive service excellence, and scale operations across strategic accounts. You will balance hands‑on management with data‑driven planning and cross‑functional collaboration to support growth and customer satisfaction.

The role develops early‑career talent, manages escalations, and ensures workload efficiency while aligning with client requirements and business KPIs.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 5+ years of operations management with teams and service delivery.
• Proven coaching and development of early‑career staff.
• Strong operational/strategic mindset aligning with KPIs and budgets.
• Ability to manage complex escalations and risk with clarity.
• Proven cross‑functional collaboration and stakeholder management.

Responsibilities

• Act as strategic operational advisor and support partner to the department leader.
• Provide leadership across strategic accounts to ensure SLA/KPI achievement.
• Own high‑level ticket and customer escalations with timely resolution.
• Oversee workload planning and balance across AEs and AOMs.
• Directly mentor AOMs and AEs during training for readiness.
• Ensure onboarding, training reinforcement, and performance management.

Skills

Leadership

Strategic planning

Escalation management

Data-driven decisions

Stakeholder communication

Workload planning

Education

Bachelor’s degree or equivalent

Tools

CRM experience

Job description

Divisions Maintenance Group in Cincinnati, OH is seeking an Operations Manager to partner with the GTM leader, drive service excellence, and scale operations across strategic accounts. You will balance hands‑on management with data‑driven planning and cross‑functional collaboration to support growth and customer satisfaction.

The role develops early‑career talent, manages escalations, and ensures workload efficiency while aligning with client requirements and business KPIs.