Operations Manager

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🔥 4 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Ignite IT - Innovation & Technology

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

🔐 Security

🏛️ Government

Enterprise • Security • Government

Ignite IT is a company specializing in delivering breakthrough digital innovations to transform large federal agencies. Their services include Agile Development & Delivery, IT Modernization, Security & Risk Management, and Hyper Automation. With a focus on optimizing IT system performance, increasing delivery velocity, lowering costs, and improving product quality, Ignite IT works closely with federal agencies such as the Department of Health & Human Services, U. S. Customs & Border Protection, and others. Their hand-picked expert IT architects and engineers ensure agility, performance, velocity, and quality, using a proven enterprise Agile Development & Delivery model. Ignite IT is recognized for its commitment to innovation and long-term strategic growth, as well as being named as one of the best places to work.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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