Operations Manager - Process Improvement and Implementation

November 2

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LegitScript

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Compliance • Merchant Monitoring • Transaction Laundering Detection • Internet Monitoring • Brand Monitoring

201 - 500

Description

• Manage, coach, and develop a high-performing team of Certification analysts, fostering a positive work environment and holding team members accountable for meeting KPIs and performance standards. • Lead initiatives to identify and resolve operational inefficiencies • Ensure that all program documentation adheres to company standards and supports operational enablement and scalability. • Drive advancements in technology and process development to enhance operational capabilities, ensuring that systems and tools evolve to meet business needs. • Serve as the primary contact for product development teams, overseeing User Acceptance Testing (UAT) to ensure that new product features and updates align with operational requirements and contribute to improved efficiency. • Develop and maintain comprehensive training programs and materials to support the ongoing development of team members. • Ensure readiness for the adoption of new tools, processes, and technologies. • Work closely with Senior Operations Manager, Policy and Compliance to align operational processes, documentation, and training with regulatory requirements and new subject matter expertise. • Proactively partner with colleagues to ensure that all process improvements contribute to better quality assurance outcomes. • Actively engage in behaviors that reflect LegitScript’s core values: Be Awesome, Be Open, Be Thoughtful, and Be Invested. • Work closely with internal teams such as Client Relations, Sales, Marketing, and Product to ensure that operational execution aligns with broader business objectives. • Lead efforts to streamline internal processes, ensuring that workflows are efficient and aligned with performance targets. • Ensure that as new services or jurisdictions are added, operational workflows are adapted to meet emerging business needs.

Requirements

• Expertise in identifying operational inefficiencies and leading initiatives to optimize processes, technology, and documentation. • Skilled in developing and refining processes that drive operational excellence. • Strong ability to create, maintain, and improve operational documentation and training programs, ensuring team enablement and efficiency. • Experience with UAT. • Strong verbal and written communication skills, with the ability to effectively lead discussions in both group and one-on-one settings. • Excellent organizational skills, adept at managing multiple priorities and making sound decisions independently to solve complex problems. • High attention to detail with a focus on delivering precise, high-quality work in all areas of responsibility. • Collaborative leadership style, working closely with other managers and cross-functional teams to ensure that process improvements enhance overall efficiency without compromising compliance or performance. • Demonstrated experience in building, coaching, and managing high-performing teams, fostering a culture of continuous improvement, and guiding teams through periods of growth and change. • Strong ability to work in dynamic and evolving markets with a continuous improvement mindset. • Open to feedback and adaptable to change, viewing it as an opportunity for growth and enhancement of operational processes. • Excellent time management and problem-solving skills, allowing for the delivery of high-quality work even under pressure. • Proficient in MacOS, Google Workspace (Sheets, Docs, etc.), and Microsoft Excel. • Skilled in professional writing, with experience developing and reviewing documentation to support team efficiency and compliance initiatives. • Open to candidates with a 4-year college degree or a comparable blend of education and experience.

Benefits

• Multiple Medical plans (one with $0 employee premium option) • Dental & Vision plans • 401k with company match and immediate vesting • Generous paid time off package and 11 paid holidays • And much more!