Senior Operations Manager – Delivery & Activation

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 2%

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KENTECH

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51 - 200 employees

📋 Compliance

👥 HR Tech

🔐 Security

Compliance • HR Tech • Security

KENTECH is a revolutionary provider of investigative background check technology. By combining experience in both HIGH TECH HIGH TOUCH™ solutions, KENTECH helps clients navigate risk while satisfying compliance demands, and gain the competitive advantage derived from hiring superior human capital. They offer tailored screening solutions for various industries, utilizing the latest technology for employers, law enforcement, non-profits, colleges, and housing authorities. Their services include comprehensive background checks, drug testing, biometric fingerprint scanning, and more. KENTECH ensures compliance with laws such as the FCRA and provides integration with HR and property management platforms to streamline hiring processes.

📋 Description

• Drive scalable operations across KENTECH’s departments by improving capacity, workflow, accountability, service delivery, and cross-functional execution • Lead Investigations, Verifications, Audit, Criminal Research, and Operations Support • Own the operational transition from signed contract through implementation, first orders, billing readiness, and scalable service delivery • Manage concurrent client launches, including timelines, owners, dependencies, risks, and blocker resolution • Verify launch preparedness across staffing, systems, procedures, service standards, quality assurance, and execution goals • Own turnaround times, service levels, backlog, workload distribution, and operational quality • Investigate quality exceptions, identify root causes, implement corrective actions, and verify sustained resolution • Escalate material compliance defects and preserve the Audit Lead’s direct access to executive leadership • Provide Client Success with delivery-performance information supporting renewals and account expansion • Lead difficult client conversations on delivery, scope, and remediation alongside the COO • Identify capacity constraints and determine appropriate responses, including hiring, contractors, workload redistribution, process improvement, automation, or performance management • Build staffing and hiring recommendations using workload forecasts, productivity data, labor costs, service requirements, and expected revenue • Monitor operational and financial metrics and partner with Finance on cost variances and billing barriers • Run recurring operational reviews covering performance, risk, priorities, workload, corrective actions, and service delivery • Develop and maintain scalable SOPs within Lumina • Use dashboards, internal systems, reporting tools, and approved AI tools to improve output and operational efficiency • Conduct performance conversations with department leads in coordination with Human Resources • Own routine operational decisions regarding workload allocation, queue priorities, escalations, operating cadence, accountability, launch dates, and delivery commitments within approved scope

🎯 Requirements

• 7+ years of operations leadership experience in a deadline-driven, high-volume service environment • Experience managing supervisors, team leads, or functional leaders • Experience managing service delivery, capacity, workload allocation, quality, or other high-volume operational functions • Strong financial acumen, including COGS, gross margin, labor utilization, productivity, cost per case, budgeting, and workforce cost • Experience using operational and financial data for staffing and capacity decisions • Working understanding of FCRA or comparable regulatory compliance requirements, or ability to quickly develop proficiency in regulated operational requirements • Strong understanding of operational quality, root-cause analysis, corrective action, and process improvement • Experience developing and implementing SOPs, workflows, or operating procedures • Ability to interpret dashboards, performance reports, and operational metrics • Practical familiarity with AI-assisted work and workflow tools as a user • Strong project-management, organizational, and problem-solving skills • Strong written and verbal communication skills • Ability to work independently in a remote environment while maintaining visible accountability • Must be based in the United States and authorized to work in the U.S. as a W-2 employee • Demonstrated discretion with confidential client, consumer, employee, operational, and investigative information • Preferred: direct experience in background screening, investigations, public records, or government contracting • Preferred: experience launching new client programs, accounts, contracts, or service implementations • Preferred: experience managing distributed or remote teams • Preferred: experience managing labor-intensive service operations where staffing decisions affect COGS and gross margin • Preferred: experience developing headcount plans, staffing models, labor forecasts, or hiring justifications • Preferred: experience partnering with Finance and Human Resources on workforce planning, budgeting, or cost management

🏖️ Benefits

• 401(k) • Dental insurance • Health insurance • Paid time off • Parental leave • Vision insurance • Profit sharing • Flex Time • Short-Term Disability • Long-Term Disability • Life Insurance • Flexible work from home options • Remote-first work environment • Professional growth opportunities

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