Lead and manage customer recovery teams, transform customer interactions through innovative strategies, and ensure effective performance management while fostering relationships to enhance the overall customer experience and mitigate brand risk.

• Lead commercial operations across sales, wholesale, auctions, and fulfillment services, ensuring that teams meet performance goals and follow established processes • Develop and implement strategies to optimize CRM systems, auction platforms, and fulfillment workflows for efficiency and scalability • Oversee pipeline management, forecasting, performance reporting, and KPI tracking • Coordinate cross-functional teams (Sales, Marketing, Logistics, Finance) to align commercial strategies with operational execution • Drive accountability with clear KPIs, regular performance reviews, and a balance between achieving results and maintaining data accuracy • Manage cross-border payment processes, documentation, and logistics to ensure smooth international transactions • Identify opportunities to improve operational efficiency, reduce friction, and scale business processes • Mentor and guide sales and operations staff, fostering a culture focused on measurable outcomes, process consistency, and transparent reporting.

Senior Operations Manager Experience Camps is a national nonprofit that transforms the lives of grieving children through no-cost summer camps, year-round programs, and a culture-shifting movement to normalize childhood grief. Our vision is a world where every grieving child has the support they need to thrive. THE OPPORTUNITY We’re building a best-in-class team to match the boldness of our mission and Operations is a core part of that vision. The Senior Operations Manager will play a key role in executing and operationalizing our strategic priorities by strengthening and scaling our organizational infrastructure. This role is responsible for building and running the systems, processes, and workflows that power the organization—translating strategy into clear execution across teams. This is not a coordination role. This is a senior operator role, owning day-to-day execution, driving cross-functional work forward, and ensuring that systems, processes, and compliance are not just designed, but fully implemented and effective. Working in close partnership with the Director of Operations, this role supports staff, programs, and organizational growth by improving alignment, accountability, and operational clarity across HR, Finance, and Programs. As Experience Camps continues to grow, this role will be essential in reducing operational friction, strengthening systems and data integrity, and building a scalable foundation for the future. RESPONSIBILITIES The following is not intended to be an exhaustive list. Other responsibilities and duties may be assigned: OPERATIONAL EXECUTION & CROSS-FUNCTIONAL COORDINATION - Execute organizational and cross-departmental priorities by translating defined goals into clear work plans, timelines, and deliverables; manage day-to-day execution of cross-functional operational projects from kickoff through completion - Design, document and implement scalable workflows across departments - Develop and maintain SOPs and process documentation to ensure consistency across teams - Identify opportunities for improvement and to reduce operational friction through better coordination and process clarity SYSTEMS, DATA & TECHNOLOGY - Develop and maintain a clear understanding of how data flows across the organization’s systems - Identify and implement system and technology best practices to improve efficiency, maintain documentation - Lead execution of system rollouts, including setup, testing, training, and adoption - Ensure systems and data structures support accurate reporting and are fully integrated into day-to-day workflows - Own systems performance, including troubleshooting, optimization, and continuous improvement VENDOR IMPLEMENTATION & COORDINATION - Coordinate sourcing, onboarding and implementation of key vendors, including managed IT services and systems consultants - Serve as the primary day-to-day point of contact for vendors during implementation phases - Manage timelines, deliverables, and communication between vendors and internal teams - Ensure successful rollout of vendor-supported systems in partnership with HR, Finance, and Programs - Track vendor performance during implementation and flag issues as they arise COMPLIANCE & RISK OPERATIONS - Lead implementation and ongoing management of incident reporting and tracking systems - Coordinate operational aspects of state camp licensure, including documentation, timelines, and requirements - Maintain compliance tracking processes across departments to ensure deadlines and requirements are met - Assist in developing and maintaining documentation related to compliance, risk, and operational procedures EXPECTATIONS & COMPENSATION - 40 hours/week (standard schedule is generally Monday through Friday, 9-5/10-6 ET, depending on location) with flexible hours to account for calls and meetings in the evenings - Primarily remote position with occasional in-person requirements. This role includes periodic travel to the Westport, CT office for team collaboration, as well as in-person participation at certain programs and events. Full on-site availability is required during camp weeks in July and August, along with occasional travel throughout the year for scheduled events and meetings. - Annual base salary range: $90,000 - $95,000, commensurate with experience - In addition to the annual base salary, Experience Camps offers a benefits package for full-time employees including employer-subsidized health, wellness, and technology benefits; a healthcare concierge service; flexible work scheduling; telecommuting; paid holidays; and PTO, bereavement, and parental leave offerings. QUALIFICATIONS - 5–8+ years of experience in operations, business operations, systems management, or a related field - Demonstrated success managing complex, cross-functional projects and driving work through to completion - Strong project management and organizational skills, with the ability to translate priorities into clear, actionable steps - Comfort working across multiple systems and understanding how they connect and interact - Exceptional communication skills (written and verbal) - Self-motivated, goal-oriented, and able to operate with minimal direction while knowing when to escalate or seek input - Highly organized with strong follow-through and ability to manage multiple priorities in a fast-paced environment - Ability to work effectively in a remote or partially remote environment Preferred: - Experience building or improving operational systems and workflows; data architecture experience a plus - Proficiency in tools such as Asana and Google Workspace; experience with HRIS, finance, and CRM platforms - Experience working in a nonprofit, startup, or high-growth environment MORE ABOUT THE RIGHT FIT - A desire to truly own your actions, decisions, responsibilities, and outcomes as part of a highly effective and accountable leadership team - A multi-tasker, capable of balancing several projects and delivering on tight timelines - Adaptable, strong listener, comfortable providing feedback, and holding others accountable in a clear and constructive manner - People-oriented, high emotional intelligence, relationship builder, empathetic, works well with people of all identities - Able to think ahead and catch problems before they arise - Can balance the need for systems to increase efficiency and productivity with the need to maintain a flexible culture where creativity thrives ABOUT OUR TEAM We don’t take ourselves too seriously, but we take the work very seriously. We laugh a lot. We live by the values. We love what we do. We take our vacation days and believe in self-care. We are a unique blend of strengths and personalities and we seek to understand each other. We get downright giddy at the mention of camp. OUR CORE VALUES: C.A.M.P. - Come As You Are (unless you’re a jerk): Bring your unique voice and your authentic self to the table. Have an open mind and respect the value in other perspectives. - Always FTK: Stay true to the mission and focus on the outcomes. Above all else, we are here “For The Kids”. - Make it Count: Whatever you do, do it well. Inspire others through your actions. Lead with passion. Love what you do. - Pass the Squeeze: Offer support when it’s needed. Accept support when it’s offered. Be a team player. Experience Camps is an equal opportunity employer. Our campers come from all walks of life and so do we. We recognize that career paths are not always linear nor traditional. and that many people are less likely to apply unless they meet all requirements. We are looking to hire people from a wide variety of backgrounds because it makes us stronger. If you share our values, and you bring passion and a learning mindset, you belong here and we encourage you to apply. You can learn more about our Diversity, Equity, and Inclusion commitments here.

• Planning and scheduling multiple Domestic chargepoint installations within a set region • Quoting for any additional works outside of standard installation • Managing the phone lines for Domestic Operations enquiries • Building and maintaining relationships with the Pod Point Field Team