Overview

Business Operations ManagerThe Business Operations Manager provides strategic leadership across delivery operations to ensure efficient, compliant, accurate, and consistent service. Working closely with Delivery Leadership, Payroll, Billing, Customer Service, and other business partners, this client-facing role drives performance, operational and technology adoption, and continuous improvement. The role monitors key performance indicators, resolves operational issues, and develops scalable processes that support order fulfillment and growth. The position requires travel to offices, client locations, and onsite facilities to support implementations, training, issue resolution and delivery support.Recruitment Support Develop and execute recruitment and workforce plans with Delivery Managers using business activity, customer hiring patterns, industry trends, forecasts, and capacity data. Use operational data to recommend order distribution and resource allocation strategies that maximize fulfillment and business performance. Manage job board partnerships and job-posting strategy and evaluate application usage and effectiveness. Identify trends in client attrition, retention, attendance, and recruiting effectiveness, and partner with leaders on improvement strategies. Support new client implementations, including onsite setup, go-live, and post-go-live operations.Operational Compliance Ensure operational practices comply with company policies, contractual obligations, applicable legal and regulatory requirements, audit requirements, and internal controls. Develop and maintain efficient, scalable processes and standard operating procedures that address business issues while supporting contract requirements and performance goals. Oversee the setup and maintenance of customer files and processes related to invoicing, billing, reporting, timekeeping and contractual audits. Oversee CSSE tracking and reporting, maintain accurate documentation and support.Performance, Financial Management and Associate Care Monitor operational and recruitment KPIs and SLAs; analyze trends; and present actionable performance insights to Delivery leadership. Partner across business units and functions to resolve invoicing, payment, account, and service concerns. Identify opportunities to improve productivity, cost effectiveness, customer satisfaction, and overall delivery metrics. Design and implement programs that improve associate retention, re-employment, and strengthen candidate attraction. Lead process improvement, automation, reporting, and technology initiatives that reduce manual effort and improve service delivery. Drive adoption of new technology, provide systems training, and serve as a subject matter expert for operational tools and processes. Identify capability gaps and provide ongoing training and development focused on technology, process, quality, compliance, and delivery; partner with leadership to hire and develop field colleagues. Manage assigned associate and client experience programs, including rNPS, Client Holiday Programs, and the HighFive Rewards Program. Lead cross-functional communication, provide ad hoc issue-resolution support, participate in special projects, and perform other duties as assigned.Minimum Education & Experience Requirements: Bachelor's degree or higher in business, operations, marketing, or a related field preferred. A high school diploma or equivalent and at least five years of relevant operations leadership or equivalent experience are required. Experience developing and implementing recruitment strategy and analyzing recruitment processes, operational metrics, and business performance is required. This role requires travel to onsite, office, and client locations. Expected travel may be up to 40%, depending on business needs.Knowledge, Skills & Abilities Requirements: Strong organizational skills, attention to detail, and ability to manage multiple priorities and deadlines. Experience leading complex, cross-f