Operations Standards Lead

Work for a company where you make a difference in people's lives every day!

At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place! Let us help you discover a new passion for doing good in a growing industry.

GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National “Best and Brightest Companies to Work For” in 2025! We also received the "Great Place Place To Work" Certification for 2025-2026!

The Operations Standards Lead supports the development and maintenance of operational documentation, process standards, and change initiatives across the organization. Working under the guidance of the Operations Standards Manager, the Lead assists with drafting SOPs and job aids, performing process reviews, coordinating operational impact assessments, and supporting implementation activities for IT or market changes.

The role ensures operational consistency across teams by helping translate business requirements into clear and actionable documentation and by supporting change management efforts from scoping through deployment.

RESPONSIBILITIES AND DUTIES

Operational Documentation

Draft, update, and maintain SOPs, job aids, quick-reference guides, and process workflows.

Participate in process review sessions with partner departments, training teams, and subject matter experts to ensure documentation accuracy.

Maintain documentation repositories with consistent metadata, naming conventions, and version control.

Identify documentation inconsistencies or outdated materials and escalate for correction.

Support for Change Management

Assist with impact assessments for proposed process or system changes.

Help prepare operational readiness materials, including updated SOPs, communications, and rollout guides.

Support the Operations Standards Manager in CAB preparation, evidence gathering, and post-implementation reviews.

Track and document actions, risks, and decisions related to process or system updates.

Operational & IT Implementation Support

Work alongside IT during system enhancements to review changes, validate workflows, and document new requirements.

Participate in user acceptance testing from an operational accuracy perspective.

Assist in preparing markets for new initiatives, including distributing materials, clarifying workflow steps, and answering documentation-related questions.

Support training teams by providing updated process content and confirming operational correctness.

Process Improvement

Gather feedback from markets and front-line staff to identify operational pain points or areas lacking clarity.

Recommend improvements to documentation or workflows that promote standardization.

EDUCATION

High School Diploma or GED equivalent required

Associates Degree preferred

Experience and Qualifications:

2+ years of experience in operations, training, documentation, or process support roles.

Experience creating or updating SOPs, job aids, or workflow documents.

Ability to understand and translate processes or system changes into clear written guidance.

Familiarity with change management principles or cross-functional implementation work.

Strong writing, analytical, and communication skills.

Work Environment:

Work is performed in a typical office setting, remote work eligible.

GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal assistants.

Our Operations team strives to create trust, autonomy and even fun. We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.

We value excellence, but we won’t micromanage to achieve it. If you are self-motivated, we’ll give you the freedom to succeed on your own. Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.

What Culture & Belonging Means at GT: Bring Your Authentic Self To Work

GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.