Operations Manager - Workforce Planning and Performance

3 days ago

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LegitScript

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

201 - 500

Description

• Develop and implement workforce planning strategies to ensure optimal staffing levels • Coordinate all analyst schedules, including time-off requests and assignments • Hire, manage, coach, and develop a high-performing team of Certification analysts • Establish and track key performance indicators (KPIs) and success metrics • Regularly present performance data and actionable insights to stakeholders • Implement and oversee quality assurance processes to maintain high standards of service • Monitor team output and ensure the consistent delivery of high-quality work • Conduct capacity analysis to optimize resource distribution • Leverage program health data and analytics to assess performance trends • Develop and maintain departmental reports and dashboards using tools like Databricks and Tableau • Ensure seamless delivery of services for enterprise and referral partnerships • Manage relationships with outsourced teams • Partner with third-party staffing augmentation services • Work closely with internal teams to ensure alignment with business objectives • Prepare and present regular reports to leadership • Ensure effective staffing for jurisdictional and service expansions • Engage in behaviors that reflect LegitScript’s core values

Requirements

• 1-3 years experience managing people or programs • Proven ability to implement and oversee quality assurance processes • Strong analytical skills in leveraging operational health data • Proficiency in interpreting complex data sets • Ability to conduct capacity analysis and optimize resource distribution • Demonstrated ability to build, coach, and manage high-performing teams • Excellent communication skills • Proficient in professional writing and reviewing documentation • Experience in developing departmental reports and dashboards • Outstanding organizational skills • Experience leading teams through periods of growth and operational change • Exceptional attention to detail • Proficient in MacOS, Google Workspace, and Microsoft Excel

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!