Operations Standards Manager

At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters.

Our Mission

To help people live a life of their choosing, regardless of age or ability.

GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2025/2026—a distinction reserved for top employers committed to outstanding employee experiences.

The Operations Standards Manager leads the development, implementation, and maintenance of operational processes, documentation, and standards. This role ensures consistency, accuracy, and readiness across markets by driving SOP development, coordinating change management activities, and partnering with cross-functional teams and departments, including IT, Legal, Compliance, training teams, and Operations leadership, to ensure successful adoption of new or updated processes and technologies. 

The Manager serves as a central point of coordination for operational readiness, ensuring that all changes to systems, workflows, and policies meet quality standards and are fully supported with the appropriate documentation, communication, and training resources. 

KEY RESPONSIBILITIES

Operational Standards & Documentation 

• Lead the creation, revision, and lifecycle management of Standard Operating Procedures (SOPs), job aids, reference guides, and process maps. 
• Establish documentation standards including version control, formatting, terminology, and approval workflows. 
• Conduct needs assessments to identify documentation gaps and prioritize content updates. 
• Ensure all process documentation reflects regulatory, policy, system, and business rule changes. 

Change Management 

• Coordinate operational impact assessments for proposed changes originating from markets, IT, compliance, or leadership. 
• Develop operational readiness plans including SOP updates, communication strategy, and staff enablement resources. 
• Participate in CAB (Change Advisory Board) or equivalent decision meetings as an Operations representative. 
• Facilitate stakeholder alignment and ensure required signoffs for changes affecting operations. 

Cross-Functional Implementation Support 

• Partner with IT to interpret system changes, validate workflow impacts, and support user acceptance testing from an operations perspective. 
• Support system rollouts and new-business implementations by defining operational requirements and standardizing workflows. 
• Collaborate with Operations Training to ensure materials reflect current processes and are deployed effectively. 
• Serve as the operational SME for enterprise tools and technology used by front-line teams.

Continuous Improvement 

• Identify inefficiencies and inconsistencies in operational practices; recommend and implement standardized solutions. 
• Monitor adherence to established standards, escalate issues when corrective action is needed, and work towards process improvement. 
• Leverage data and user feedback to inform documentation and process improvement priorities. 
• Partner with Operations to evaluate implementations, audits, complaints, and operational reviews are incorporated into future standards and documentation updates. 
• Own and oversee operational performance dashboards that measure and track key strategic objectives, including cash conversion cycle, growth initiatives, productivity, and operational efficiency metrics, ensuring timely and accurate reporting for leadership decision-making.

EDUCATION 

• Bachelor’s Degree in Business Administration, Operations Management, Healthcare Administration, Quality Management, or related field required.  

Experience and Qualifications: 

• 5+ years of experience in operations, business process improvement, change management, or related areas. 
• Prior leadership or supervisory experience. 
• Demonstrated ability to write high-quality SOPs, workflows, and job aids for diverse audiences. 
• Experience supporting system implementations and working closely with IT teams. 
• Experience managing multiple projects and competing priorities in a fast-paced environment. 
• Strong analytical skills with experience using operational data and reporting to drive decisions and change. 
• Exceptional communication, critical thinking, and cross-functional collaboration skills. 
• Strong critical thinking, problem solving, and organizational skills. 
• Advanced proficiency with Microsoft Office applications.

WORK ENVIRONMENT 

• Work is performed in an office or at home setting. 
• Occasional travel will be required.

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What Culture & Belonging Means at GT: Bring Your Authentic Self To Work 

GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.