Senior Operations Manager – Delivery & Activation
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Job Description
Senior Operations Manager scaling KENTECH’s background-screening operations, client activation, and service delivery. Leading capacity, quality, financial discipline, and cross-functional execution.
Responsibilities:
- Drive scalable operations across KENTECH’s departments by improving capacity, workflow, accountability, service delivery, and cross-functional execution
- Lead Investigations, Verifications, Audit, Criminal Research, and Operations Support
- Own the operational transition from signed contract through implementation, first orders, billing readiness, and scalable service delivery
- Manage concurrent client launches, including timelines, owners, dependencies, risks, and blocker resolution
- Verify launch preparedness across staffing, systems, procedures, service standards, quality assurance, and execution goals
- Own turnaround times, service levels, backlog, workload distribution, and operational quality
- Investigate quality exceptions, identify root causes, implement corrective actions, and verify sustained resolution
- Escalate material compliance defects and preserve the Audit Lead’s direct access to executive leadership
- Provide Client Success with delivery-performance information supporting renewals and account expansion
- Lead difficult client conversations on delivery, scope, and remediation alongside the COO
- Identify capacity constraints and determine appropriate responses, including hiring, contractors, workload redistribution, process improvement, automation, or performance management
- Build staffing and hiring recommendations using workload forecasts, productivity data, labor costs, service requirements, and expected revenue
- Monitor operational and financial metrics and partner with Finance on cost variances and billing barriers
- Run recurring operational reviews covering performance, risk, priorities, workload, corrective actions, and service delivery
- Develop and maintain scalable SOPs within Lumina
- Use dashboards, internal systems, reporting tools, and approved AI tools to improve output and operational efficiency
- Conduct performance conversations with department leads in coordination with Human Resources
- Own routine operational decisions regarding workload allocation, queue priorities, escalations, operating cadence, accountability, launch dates, and delivery commitments within approved scope
Requirements:
- 7+ years of operations leadership experience in a deadline-driven, high-volume service environment
- Experience managing supervisors, team leads, or functional leaders
- Experience managing service delivery, capacity, workload allocation, quality, or other high-volume operational functions
- Strong financial acumen, including COGS, gross margin, labor utilization, productivity, cost per case, budgeting, and workforce cost
- Experience using operational and financial data for staffing and capacity decisions
- Working understanding of FCRA or comparable regulatory compliance requirements, or ability to quickly develop proficiency in regulated operational requirements
- Strong understanding of operational quality, root-cause analysis, corrective action, and process improvement
- Experience developing and implementing SOPs, workflows, or operating procedures
- Ability to interpret dashboards, performance reports, and operational metrics
- Practical familiarity with AI-assisted work and workflow tools as a user
- Strong project-management, organizational, and problem-solving skills
- Strong written and verbal communication skills
- Ability to work independently in a remote environment while maintaining visible accountability
- Must be based in the United States and authorized to work in the U.S. as a W-2 employee
- Demonstrated discretion with confidential client, consumer, employee, operational, and investigative information
- Preferred: direct experience in background screening, investigations, public records, or government contracting
- Preferred: experience launching new client programs, accounts, contracts, or service implementations
- Preferred: experience managing distributed or remote teams
- Preferred: experience managing labor-intensive service operations where staffing decisions affect COGS and gross margin
- Preferred: experience developing headcount plans, staffing models, labor forecasts, or hiring justifications
- Preferred: experience partnering with Finance and Human Resources on workforce planning, budgeting, or cost management
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Profit sharing
- Flex Time
- Short-Term Disability
- Long-Term Disability
- Life Insurance
- Flexible work from home options
- Remote-first work environment
- Professional growth opportunities
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