Reporting directly to the Director of Operations
Enable and coordinate internal cross-functional operational activities across functions/teams to maintain alignment, clear ownership, accountability, and effective execution.
Balance internal and external stakeholder needs by supporting teams across the business while maintaining a strong customer lens to make practical decisions that support both service delivery and operational performance.
Identify and proactively resolve operational issues prior to escalation.
Drive process improvements that simplify workflows and reduce reliance on individuals.
Ensure system and process changes are embedded into internal business operations with clear ownership and adoption.
Manage and support operational systems, tools, and data infrastructure underpinning business operations and certification delivery.
Ensure data accuracy, workflow governance, and effective system configuration across the organization.
Produce consolidated operational reporting and business intelligence.
Translate the transactional reporting from service and support data into meaningful insights.
Support B2B and B2C certification delivery through utilizing Exemplar Global’s suite of tools, systems, and operational processes.
Provide people leadership for one direct report, including performance management, coaching, and capability development.
Build organizational capability through documentation and training.

A Bachelor’s degree
A minimum of 5 years of experience working in operations with demonstrated ownership across delivery, systems, and team performance
A minimum of 1 year of people leadership experience
Must be able to comply with attendance and timeliness policies.
Previous experience using CRM tools or working in the association, membership organization, or not-for-profit space is also a plus.

Operations Manager

Key skills