Operations Manager

Job Description

• As Certify scales, we need to add rigor & structure to our operational processes to continue driving high customer satisfaction at increasingly attractive unit economics. We’re looking to hire an Operations Manager to lead a critical branch of our Operations team. • Someone who combines best-in-class leadership with data-driven decision making and a relentless focus on system & process optimization. • This individual will oversee a growing production-focused team made up of operations analysts, specialists, and team leads. • You’ll build and manage a team that is responsible for hitting daily and weekly targets; constantly driving towards improved performance of our application processing even as volume grows. • Initially, several analysts and specialists will report to you; you will be responsible for their growth paths and success in their roles, focusing on both individual and team metrics. • Focus areas will include: team structure evolution; building dashboards; operational excellence; and optimizing work distribution systems across a large team. • Your core metrics will be split across speed, quality, and efficiency of application processing.

Qualifications

• 4+ years of people-management experience; a bonus for work experience at the intersection of operations & technology. • Incredible coaching skills, someone who is energized by mentoring and developing world class leaders and who has experience managing a large, production-focused team. • Laser-focus on creating the most efficient processes and driving operational improvements with your team. • A desire to get deep in the weeds to understand how processes function and how they’re connected to driving key company metrics. • An ability to get your hands dirty and build, being tactical for the short term and strategic for the long term. • Are extremely organized and excel at building out or implementing systems to maintain and enable access to highly specific and technical information. Can solve problems by understanding the root cause and coming up with solutions that work not just for the current state, but that will work under predicted future complexity and growth. • A strong track record of juggling multiple initiatives and clear ability to prioritize the most important things. • Strong analytical skills; it’s expected that you’ll be an Excel / Google Sheets maestro, with SQL mastery a plus, and the ability to become fluent in BI tools like Looker.

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service