Sr. Operations Specialist

The Senior Operations Specialist is a member of the Operations Team who provides day-to-day coordination and specialized expertise for transactional workflows. This role helps ensure work is assigned effectively, service commitments are met, and transactions are completed accurately, timely, and in accordance with organizational controls. The position serves as a technical subject matter expert and escalation point for complex or sensitive situations, provides coaching and work guidance, and advances continuous improvement through process design, technology, automation, and artificial intelligence. 

• Coordinate operational workflows and service delivery activities, ensuring work is prioritized appropriately and completed in accordance with established service, quality, and control standards. (30%)


• Assign and balance work across team, monitor team productivity and workflow performance, identify capacity constraints, and recommend adjustments or elevate material resource needs to Operations leadership. (30%)


• Serve as the technical subject matter expert and primary escalation resource for complex, sensitive, or time-critical operational matters, applying sound judgment and partnering with appropriate stakeholders to achieve timely resolution. (15%)


• Execute and strengthen operational controls for transactional workflows; identify trends and recommend solutions that enhance accuracy, consistency, and risk management. (15%)


• Provide day-to-day coaching, technical guidance, and support to and other team members, reinforcing procedures, quality standards, effective judgment, and accountability. (10%)


• Lead or support continuous improvement efforts by analyzing workflow trends, maintaining procedures and documentation, and applying technology, automation, and artificial intelligence to improve efficiency, scalability, and service delivery. (10%)

Education & Training

• Bachelor's degree required.

Licensure & Certification

• None required.

Knowledge, Skill, and Ability

• Knowledge of transactional operations, payment processing, workflow controls, and service delivery practices.


• Skilled in coordinating high-volume workflows, assigning work, monitoring productivity, and adjusting priorities in response to changing business needs.


• Skilled in researching, analyzing, and resolving complex, sensitive, or time-critical operational issues.


• Able to exercise independent judgment while balancing accuracy, timeliness, risk, client impact, and organizational policy.


• Able to provide effective coaching, technical guidance, and performance-related workflow feedback to team members.


• Able to collaborate effectively with Operations leadership, Finance, client-facing teams, technology partners, vendors, and other stakeholders.


• Skilled in process improvement, documentation, root-cause analysis, and the responsible application of automation and artificial intelligence to operational work.


• Able to work independently, communicate clearly, manage competing priorities, and maintain strong, collegial working relationships.

Experience

• Minimum of four years of relevant experience in operations, payment processing, grantmaking, nonprofit administration, or a related field.