MoveDocs is looking for a highly responsive, goal-oriented operational leader who will bring energy, experience, and drive to directly impact the customer-facing operational capabilities of a fast-growing organization. The Operations Manager will manage front-line customer service team(s) focused on providing exceptional customer/partner experience with timely, accurate, and complete delivery of operational commitments and performance objectives.

The successful candidate will clearly demonstrate the ability to build lasting relationships with our customers and colleagues to enable improved outcomes from assigned operational deliverables/commitments. He/She will deliver superior customer-centric service to achieve performance targets and business objectives. Possessing a proven ability to lead the implementation of solutions with the goal of creating more efficient, cost-effective, and scalable operational capabilities is key.

• Provide leadership across assigned MoveDocs Core Operational Teams.
• Assess current operational performance and processes, recommend, and implement improvements to enable scalability, efficiency, and achieve customer/partner experience objectives.
• Develop approaches to ensure that changes cascade through systems and operations smoothly, are monitored for appropriate outcomes, and are modified as needed.
• Ensure alignment, craft, and communicate status and project activities to executives.
• Work with business partners to source & compile data and determine impacts and actions necessary to assess and maintain operational performance.
• Communicate directly with Customers and Partners (Attorneys & Medical Providers) to enhance the relationship and promote growth while balancing business needs.
• Establish KPIs and reporting/analytics to measure performance and create accountability.
• Drive the research and deployment of solutions and corresponding business processes to enhance efficiency.
• Provide leadership as an exceptional leader of people, developing talent, setting direction, and deploying resources effectively.

• Bachelor’s degree or equivalent work experience required. An advanced degree or certification is a plus.
• 3 years of insurance (claims), legal (personal injury), healthcare, call center, customer service, collections, revenue cycle management, or financial services operations experience.
• Experience successfully leading front-line teams to achieve performance objectives in a dynamic growth environment.
• Must be process and metrics oriented, well-organized, highly motivated, and self-directed with the ability and desire to have a real impact on an organization.
• Familiarization with SQL for querying database objects a plus, but not required.
• Strong organizational, analytical, and interpersonal skills.
• Excellent communication skills, externally and internally.