Operations Associate Manager
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Job Description
Operations Associate Manager at Snapdocs focusing on team leadership and operational excellence. Driving customer satisfaction through effective management and process improvements.
Responsibilities:
- Lead and develop a team of Specialists, Leads, and supporting roles— providing guidance, support and motivation to ensure high levels of performance and productivity.
- Set clear expectations and goals to drive accountability across all levels
- Provide consistent coaching and feedback to improve performance and build capability
- Identify and develop talent, supporting growth and readiness for future opportunities
- Build and strengthen a leadership layer that can operate independently and deliver results at scale
- Foster engagement and a strong team culture within your team and across the broader department
- Play a key role in driving overall team performance across key metrics
- Monitor performance trends and quickly identify gaps or risks
- Take decisive action to address issues and drive consistent results
- Ensure alignment and consistency in execution across teams and workflows
- Use data to drive strategic thinking and influence others
- Identify high-impact inefficiencies, friction points, and recurring issues
- Develop and own solutions end-to-end, from ideation through execution
- Monitor outcomes, assess effectiveness, and adjust to drive continuous improvement
- Push through roadblocks and remove barriers to ensure progress
- Ensure processes are clearly defined, adopted, and consistently followed
- Partner with Product, CS, and other teams on cross-functional initiatives
- Act as the Operations DRI for key workflows and customer experiences
- Align stakeholders around priorities, tradeoffs, and solutions
- Drive execution on initiatives that impact both internal operations and customer experience
- Ensure teams consistently deliver a high-quality customer experience
- Identify and mitigate risks that could impact customer satisfaction or retention
- Translate customer feedback into actionable improvements
- Step in to own high-impact or systemic customer issues when needed
- Maintain strong awareness of daily operations (volume, unfilleds, escalations)
- Ensure teams are set up to succeed during peak periods and high demand
- Balance short-term execution needs with long-term improvements
- Make timely, confident decisions in a fast-paced environment
Requirements:
- Bachelor’s degree preferred, major doesn’t matter
- At least 5-8 years of relevant work experience
- At least 2 years of direct people management experience
- At least 2 years of customer-facing experience
Benefits:
- Excellent medical, dental, and vision coverage
- 401(k) with up to 4% company match
- 16 weeks of paid parental leave
- Flexible Paid Vacation Time Off + 10 Sick Days for exempt roles
- Generous Accrued Paid Vacation Time Off + 10 sick days for non-exempt roles
- Summer & Winter Break (~1-week each) + 9 Holidays per year
- Healthcare and Dependent Care FSA
- HSA Employer Contribution ($75-150 for individuals, $150-$250 for families)
- $15K Family Building Benefit (lifetime limit)
- Life and Disability Insurance
- $1,500 Annual Lifestyle Stipend to support your well-being
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