Head of Service Operations – Sr. Manager/Director
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Job Description
Head of Service Operations at Collective ensuring high-quality execution of integrated financial services. Managing workflows and team operations in a process-driven environment.
Responsibilities:
- Own daily execution of the full Service Operations function (bookkeeping and tax preparation) as a single integrated manufacturing system.
- Manage a team of line managers and senior managers across all production workflows. Set clear performance expectations, run tight operating cadences, and develop hands-on leaders.
- Drive daily and weekly production reviews monitoring throughput, SLA adherence, first-pass quality rate, and capacity utilization in real time.
- Own backlog recovery: when production falls behind, activate and execute pre-defined recovery playbooks before the problem compounds.
- Manage capacity dynamically. Match staffing to inflow forecasts and redistribute specialists across workflow types.
- Partner with Product Operations to enforce financial quality standards and surface patterns of failure.
- Partner with Strategic Operations to translate floor needs into system improvement requests and own the feedback loop.
Requirements:
- 10+ years managing high-volume, process-driven operations. Financial services, fintech, tax services, or professional services at scale preferred.
- A manufacturing or industrial operations mindset: you think in throughput, utilization, cycle time, and first-pass yield, not effort and headcount.
- Proven track record running multi-workflow operations where different work types run in parallel and must be balanced dynamically.
- Strong people leader with direct experience managing managers. You build a player-coach culture where every leader stays in the work.
- Familiarity with Lean and Six Sigma principles, statistical process control, root cause analysis, and variance reduction. Formal certification is a plus, not required.
- Experience with financial services workflows (accounting, tax, bookkeeping) is strongly preferred.
- Comfort in a systems-driven environment where workflows are encoded in tools and your job is to run the system, not redesign it on the fly.
- A clear point of view on the AI transition in financial services.
Benefits:
- Remote-Friendly Environment: Flexibility to work from home while staying connected to the team.
- Health & Wellness: $200 quarterly reimbursement to support your well-being.
- Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
- Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
- Time Off: Flexible PTO plus 14 company holidays.
- Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
- Parental Leave: 16 weeks fully paid.
- Retirement & Ownership: 401k plan plus an equity package.
- Team Connection: Quarterly virtual events and an annual in-person summit.
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