Manager, Business Operations
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Job Description
Manager overseeing service delivery for Harbor Compliance, enhancing operational efficiency and client outcomes. Leading a team to improve service quality and drive scalable growth.
Responsibilities:
- Lead, coach, and develop Operations Team Leads to deliver consistent, high-quality performance
- Own end-to-end service delivery, ensuring SLA compliance, service quality, and client satisfaction
- Drive capacity planning, forecasting accuracy, and resource utilization across Service Operations
- Improve operational efficiency through cycle time reduction, throughput improvement, and standardization
- Design and implement organizational and process improvement initiatives to support scale
- Monitor, analyze, and act on service KPIs aligned to the Master Service Operations KPI framework
- Partner cross-functionally to maintain interdepartmental SLAs and seamless client experiences
- Ensure clear documentation, knowledge sharing, and audit-ready service processes
Requirements:
- Bachelor’s degree or equivalent practical experience
- 5+ years of experience in operations, professional service delivery.
- Proven success managing teams or team leads in a high-volume, deadline-driven environment
- Strong expertise in capacity planning, process improvement, and KPI-driven management
- Demonstrated ability to drive operational efficiency and measurable performance improvement
- Experience working cross-functionally to deliver complex service outcomes
- Strong analytical, decision-making, and stakeholder communication skills
Benefits:
- health benefits
- flexible paid time off
- parental leave
- fertility and adoption assistance
- 401(k)
- educational reimbursement
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