Department Manager, Operations

The Department Manager, Operations is responsible for overseeing operational activities, developing leaders, improving processes, and ensuring service excellence. This role requires strong collaboration across teams, effective problem-solving, and the ability to translate organizational goals into measurable operational outcomes.

• Manage daily department operations, ensuring service levels, productivity goals, attendance expectations, and customer experience standards are consistently achieved.
• Monitor operational performance, identify improvement opportunities, and implement solutions that enhance efficiency, quality, and first-contact resolution.
• Lead, coach, and mentor supervisors by providing guidance, performance feedback, conflict resolution support, and professional development opportunities.
• Facilitate supervisor meetings, support quality assurance initiatives, and promote consistent coaching practices across the team.
• Partner with leadership teams on strategic planning, operational projects, communication initiatives, and process improvement efforts.
• Review and update procedures, workflows, and role expectations to support evolving business needs and operational effectiveness.
• Oversee employee performance management activities, including goal setting, evaluations, recognition, and recommendations related to compensation decisions.
• Ensure compliance with organizational policies, regulatory requirements, privacy standards, and industry best practices.
• Collaborate with internal teams including technology, web, human resources, and other operational departments to improve processes and coordinate initiatives.
• Support recruiting, onboarding, training, workforce planning, and business continuity activities to maintain strong operational readiness.
• Build effective relationships with employees, stakeholders, and external partners to resolve issues and encourage collaboration.

Requirements:

The ideal candidate brings proven operational leadership experience, strong communication abilities, and a track record of managing teams in a complex, service-oriented environment. Candidates should demonstrate strong organizational skills, business judgment, and the ability to drive improvements while maintaining a customer-first approach.

• Bachelor’s degree with at least 3 years of relevant experience, or 5–7 years of related professional experience.
• Minimum of 3 years of supervisory or managerial experience leading teams and supporting employee development.
• Experience managing operational teams, customer service functions, call centers, or similar service environments preferred.
• Strong understanding of business processes, service delivery operations, and customer experience practices.
• Ability to manage multiple priorities, projects, and responsibilities in a fast-paced environment.
• Demonstrated leadership, coaching, and interpersonal skills with the ability to motivate teams.
• Strong analytical and problem-solving skills, including the ability to investigate issues and recommend effective solutions.
• Excellent verbal and written communication skills with the ability to interact across all levels of an organization.
• Strong organizational skills, attention to detail, and the ability to manage projects from planning through completion.
• Ability to adapt to changing priorities while maintaining focus on operational goals.
• Professionalism, reliability, flexibility, and a strong commitment to teamwork and continuous improvement.

Benefits:

• Competitive annual salary range of $88,000–$109,000, based on skills, experience, education, certifications, internal equity, and organizational needs.
• Comprehensive health, dental, prescription, and vision coverage with family benefits fully paid by the organization.
• Company-funded pension plan at no cost to employees.
• 401(k) retirement plan with company matching contributions.
• Health care and dependent care Flexible Spending Accounts (FSAs).
• Paid vacation and paid time off programs.
• Flexible start times and hybrid work-from-home flexibility.
• Lunch stipend for onsite café access.
• Tuition reimbursement opportunities.
• Supportive nonprofit environment focused on employee growth, collaboration, and long-term impact.