General Purpose of the Position

Following the Kellen strategic plan, the Manager, Operations will support the Operations team to help design, implement and improve systems and business processes for Kellen. This role will work with individuals and teams across departments to identify challenges and develop solutions to take the company to the next level. This position will work with senior leadership and shape the future of Kellen.

Essential Functions

• Works closely with client teams and internal departments to define and document business processes and requirements, identify improvements, set standards, and introduce efficiencies.
• Ensures coordination of efforts between internal teams by serving as liaison and identifying and resolving issues.
• Leverages technology and automation tools to enhance process optimization, ensure standardized and consistent internal processes, and addresses process bottlenecks.
• Develops and implements internal training and working groups to ensure operational plan execution
• Facilitates knowledge transfer and learning gaps when staff allocation changes occur to ensure seamless operations.
• Supports internal change management through clear, effective communication and strong project management skills.
• Partners with hiring managers and leadership to support talent acquisition, employee onboarding and performance management.
• Drafts and distributes internal communication to key stakeholders within the company via the corporate intranet, Teams, and other internal vehicles.
• Works collaboratively with internal departments to draft, design and distribute internal communication.
• Works on professional service automation (OpenAir), enterprise resource planning (NetSuite), service desk (Jira), and document management (SharePoint) solutions.
• Provides dashboards and reporting tools to streamline data tracking.
• Identifies opportunities to improve report design and ensure recommended solutions align with business needs.
• Manages complex projects with multiple stakeholders, including coordinating resources and managing project timelines.
• Other duties and projects that align with the mission and vision of the company.

Qualifications

• Bachelor's degree preferred in business, operations, communications, or other related discipline.
• 3-5 years’ experience as a business analyst, business support specialist, or other professional services industry-related experience.
• Experience with client services or associations preferred.
• Experience with association management software preferred.
• Demonstrates problem-solving skills, decision-making ability, and the ability to take initiative and be assertive.
• Knowledge of the principles, procedures, and best practices in the professional services industry.‎
• Ability to work with all levels of the organization, including senior leadership.
• Effective planning and organization skills to effectively manage multiple tasks/projects at any given time; reliability to maintain established schedule, manage time and priorities, and meet commitments and deadlines.
• Strong sense of ownership and accountability to identify tasks and see them through to completion.
• Polished communication skills, both written and verbal, and interpersonal skills to manage relationships with vendors, internal, and external clients.
• Ability to quickly and accurately assess situations to determine objectives and next steps for resolution.
• Commitment to quality and continuous improvement of processes.
• Proactive and collaborative working style.

Supervision Exercised

None

Physical Demands

This job operates in a hybrid office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position sometimes requires a person to stand and walk for long periods of time (up to 8 hours)

• This position requires the ability to lift files, open filing cabinets and bend or stand as necessary.

• This position requires frequent verbal, written, and interpersonal communication skills

• Basic math skills needed to calculate change (money), formulas, commissions, discounts, etc.

• Must be able to