Associate Manager, Operations

Responsibilities

• Lead a team of verification specialists through performance management, coaching, mentorship, and professional development while overseeing attendance, schedules, and disciplinary actions
• Track individual and team metrics, prepare weekly reports, maintain comprehensive documentation, and escalate critical issues to leadership
• Analyze quality failures, conduct regular audits, and ensure team deliverables meet company standards and SLAs
• Identify performance trends, develop corrective action plans, and implement solutions to address gaps and inefficiencies
• Design and facilitate training programs on quality protocols, operational workflows, product offerings, and customer personas in collaboration with senior team members
• Partner with leadership on operational initiatives, stay current on product updates and customer needs, and ensure timely completion of cross-functional deliverables

Requirements

• 2+ years or more of leadership experience in call center management, operations, team management, or a related field
• 3+ years of experience in a customer-facing role
• 2+ years of experience in leading projects or peers to achieve common goals
• Outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions
• Excellent written and verbal communication skills; proven ability to establish relationships with direct reports, peers, executives and clients
• Strategic and Process-Oriented: Takes initiative to set priorities, drive results, and improve workflows by identifying inefficiencies
• Mentorship and Data-Driven Problem Solving: Develops talent, upholds high performance standards, and uses data analysis to identify root causes and implement solutions
• Collaborative and Communicative: Works cross-functionally, navigates multiple systems, and clearly conveys expectations, feedback, and updates
• Organized and Adaptable: Balances priorities, meets deadlines, delivers quality work, and effectively responds to change
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

Compensation

• On-target Earnings OR Base Salary range (Nashville, TN): $73,000—$91,000 USD
• 100% medical, dental and vision coverage
• Unlimited PTO policy
• Monthly wellness stipend
• Learning and development allowance
• Competitive compensation and opportunity for advancement