Operations Manager

Purpose

Manage and oversee end-to-end case production including signup, interview/form creation, and case assembly. Establish and monitor production metrics, identify/implement improvements, manage and oversee staff.

Duties & Responsibilities

· Manage and oversee day-to-day production of cases.

· Oversee case flow throughout the firm to ensure cases are moving quickly and efficiently as possible, identify improvements in the chain and refine and train the team on procedures to increase efficiency.

· Identify opportunities for process improvement; develop solutions and implement improvements.

· Develop, implement, and track KPIs and other metrics to assure optimal team/department performance.

· Assure appropriate staff levels based on actual and anticipated caseload, develop and submit staffing plans as needed/requested.

· Maximize efficiency in all aspects of case preparation and submission and document firm processes.

· Develop and propose solutions/ideas for areas of concern. Assure process documentation, training/user guides are updated and accurate.

Qualifications

Bachelor’s degree in business, management, or related field. Four (4) additional years related experience may be substituted for a degree.

3-5 years management experience in a production-based environment.

Demonstrated, successful experience identifying opportunities for process improvement/quality improvement, problem-solving ability and implementing solutions.

Experience with LEAN methodology preferred.

Experience with a remote workforce, particularly in Latin America, is preferred.

Assembly-line or similar experience highly preferred.

Spanish-speaking is a preference.