Operations Manager

🕒 Junho 4

🦀 Maryland – Remoto

🦀 Maryland – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Ignite IT - Innovation & Technology

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏢 Corporativo

🔐 Segurança

🏛️ Governo

Enterprise • Security • Government

A Ignite IT é uma empresa especializada em inovações digitais revolucionárias para transformar grandes agências federais. Seus serviços incluem Desenvolvimento e Entrega Ágil, Modernização de TI, Gestão de Segurança e Riscos, e Hiper-Automação. Com foco em otimizar o desempenho do sistema de TI, aumentar a velocidade de entrega, reduzir custos e melhorar a qualidade do produto, a Ignite IT trabalha em estreita colaboração com agências federais como o Departamento de Saúde e Serviços Humanos, Alfândega e Proteção de Fronteiras dos EUA, entre outras. Seus arquitetos e engenheiros de TI, cuidadosamente selecionados, garantem agilidade, desempenho, velocidade e qualidade, usando um modelo comprovado de Desenvolvimento e Entrega Ágil corporativo. A Ignite IT é reconhecida por seu compromisso com a inovação e crescimento estratégico a longo prazo, além de ser nomeada como um dos melhores lugares para se trabalhar.

Descrição

• Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities. • Ensure survey programs are launched accurately and on schedule. • Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications. • Partner with business stakeholders to identify and implement process improvements related to survey operations. • Maintain survey-related configurations, user assignments, and operational controls. • Support CRM-driven customer engagement and respondent service initiatives. • Monitor and improve respondent experiences across communication channels. • Collaborate with internal teams to resolve customer service issues and operational challenges. • Ensure business processes and workflows are functioning effectively and efficiently. • Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement. • Support email and SMS communication initiatives and monitor campaign effectiveness. • Assist with audience segmentation, communication strategies, and campaign execution. • Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users. • Support search functionality and content organization to improve information accessibility. • Partner with business teams to ensure knowledge resources remain current and accurate. • Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes. • Support integrations and data exchanges between CRM systems and related applications. • Work with technical teams to troubleshoot data and system issues impacting business operations. • Assist in testing and validating system changes and enhancements. • Develop and maintain operational reports, dashboards, and performance metrics. • Track survey activity, customer interactions, operational effectiveness, and service delivery metrics. • Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes. • Prepare reports and presentations for leadership and program stakeholders. • Monitor system performance and operational processes to identify issues and improvement opportunities. • Coordinate issue resolution efforts with technical and business teams. • Support platform upgrades, process enhancements, and modernization initiatives. • Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.

🎯 Requisitos

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience. • 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions. • Experience managing complex business processes and cross-functional projects. • Strong analytical, organizational, and problem-solving skills. • Experience creating reports, dashboards, and operational metrics. • Strong communication and stakeholder management skills. • Experience working in Agile or fast-paced operational environments.

🏖️ Benefícios

• 401(k) • 401(k) matching • Dental insurance • Flexible schedule • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Professional development assistance • Referral program • Retirement plan • Tuition reimbursement • Vision insurance