Title: National Operations Manager Location: USA- Job Description: Category Field Team Management Position Type Full-Time At A Glance We are looking for someone that lives in the Central or Eastern time zone to lead our team of Field Managers and engage with our clients. As the National Operations Manager you will be responsible for leading end‑to‑end operational execution of FlexForce field programs across multiple clients and markets. This role directly manages the Field Operations Manager (FOM) team and serves as the primary operational bridge between field leadership, shared services teams, and Client Services. The National Operations Manager ensures consistent KPI delivery, operational excellence, and scalable execution while supporting client needs in alignment with Sr. Director, Client Services. The role drives national field performance, develops operational standards, and ensures FlexForce delivers high‑quality execution across all programs. Minimum Pay USD $75,000.00/Yr. Maximum Pay USD $80,000.00/Yr. Additional Compensation Compensation is adjusted based on geographic location and state required minimums. What We Offer - Biweekly pay - Health and wellness benefits plans - Flexible vacation and holiday policies - 401(k) with employer matching - Technology allowance - Referral bonus - Tax savings with flexible spending accounts for parking, transit, dependents, and healthcare costs - Opportunity to work with a growing company that actively rewards and promotes its employees What You'll Do - Manage, coach, and develop a team of Field Operations Managers responsible for daily oversight of large, multi‑client FlexForce field teams - Conduct performance planning, coaching sessions, and talent development, ensuring FOM accountability to program goals and execution standards - Build a culture of performance, continuous improvement, and operational consistency across all markets - Own national execution of FlexForce programs supporting multiple clients simultaneously, ensuring 100% execution of requirements and visit standards - Oversee field coverage, hours utilization, staffing distribution, productivity pacing, and weekly KPI attainment across all clients and markets - Implement corrective action plans based on analytics, trends, and field insights - Conduct ride‑alongs, in‑market audits, and operational assessments to maintain quality and compliance - Collaborate with Sr. Director, Client Services to translate client goals into actionable field execution plans - Set and manage national standards for field execution, training expectations, communication flows, and operational processes - Lead or support process improvements that drive consistency, scalability, and “best practice” field operations - Partner with Client Services to support client communication, operational insights, KPI reporting, and strategic recommendations—without acting as the primary account owner - Create and approve client‑facing operational reports that clearly communicate performance trends and ROI - Collaborate with shared services teams to ensure programs launch smoothly and run efficiently - Partner with Recruiting and FOMs to ensure staffing is aligned to program requirements and launch timelines - Ensure field teams are fully trained and equipped to meet client objectives, including oversight of strategic training programs and standards - Lead operational readiness for new programs, expansions, and process changes including communication cascades, tool rollouts, call report development, and field systems alignment - Support cross-functional initiatives and special projects as assigned - Travel up to 30–40% based on business needs What You'll Bring Experience and Education: - Bachelor’s degree or equivalent work experience preferred - 5+ years of experience in retail, agency, or field operations environments - Proven experience leading teams and managing multi-location programs - Strong background in client service and operational execution Skills and Attributes: - Excellent written, verbal, and presentation skills - Strong leadership, coaching, and mentoring capabilities - Highly analytical with the ability to translate data into action - Results-oriented mindset with a focus on performance, efficiency, and ROI - Strong strategic thinking and complex problem-solving skills - Proficient in Microsoft Office (Excel, PowerPoint, Word) - High level of integrity, self-awareness, and professionalism - Ability to work adjusted schedules and weekends as needed Physical Requirements: 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. While performing the duties of this job, the employee is required to: - Regularly talk, sit, stand, walk and bend over, repetitive use of hands/arms, repetitive use of legs and grasp - Frequently lift and carry up to 25 lbs Important Information Channel Partners Solutions is an equal opportunity employer in every aspect of employment, including but not limited to; selection, training, development and promotion of the most qualified candidates and employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by state or local law. Channel Partners is committed to equal employment opportunity in all other privileges, terms and conditions of employment that may not be covered in this statement. Channel Partners is an at-will employer. Channel Partners is a team of experts delivering end-to-end retail, marketing, and consumer activation solutions across industries. We connect every part of the retail ecosystem to move brands forward with precision, speed, and measurable impact. Channel Partners is committed to protecting applicant privacy, and any personal information submitted during the hiring process is used solely for recruitment purposes in accordance with our privacy policies and applicable data protection laws, including CCPA. We restrict access to applicant data to authorized personnel and maintain safeguards to prevent unauthorized access or misuse. Applicants may have rights under these laws—such as accessing, correcting, or requesting deletion of their information—and can contact Human Resources with any questions or to exercise these rights. To view our privacy policies please visit Privacy Policy and California Privacy Rights.

• Lead end-to-end delivery of national, multi-stakeholder initiatives • Facilitate governance meetings, steering committee updates, and stakeholder workshops; produce clear status reporting and executive summaries • Identify, assess, and mitigate cross-functional risks and dependencies; escalate appropriately and propose remediation options • Drive timely decision-making and track actions to closure to meet scope, schedule, budget, and quality objectives • Support enterprise business continuity and disaster recovery planning efforts: business impact analyses, continuity plans, tabletop exercises, and after-action reporting • Provide support for ad hoc requests and reporting for Operations Leaders for national initiatives, vendors and usage of tech tools • Support annual operating and capital budget processes for operations-related line items; track spend-to-plan and analyze variances • Represent National Operations in cross-functional forums and working groups • Assist in documenting and standardizing key operational processes; develop playbooks, templates, and checklists to ensure consistent execution • Maintain continuity documentation, contact lists, and dashboards across the national footprint

• Manage project progression, technician dispatch, and travel arrangements; ensure a balanced schedule across national project bookings • Help technicians define their scope of work, outline deliverables, and identify key points of contact • Blueprint & Niche Communication: Review and interpret blueprints; confidently navigate niche industry terminology when communicating with clients and staff • Handle project expenses, assignments, and budget tracking within QuickBooks Online • Serve as the primary point of communication for clients, managing timelines and expectations to ensure high satisfaction • System Management: Utilize Monday.com, Slack, and Google Drive to maintain project transparency and efficiency.

Role Description We are seeking a Cloud Engagement Operations Manager to lead our Cloud Hub Service Desk function. In this role, you will oversee communication between stakeholders and Cloud Operations, ensuring that all cloud-related inquiries, service request communications, and knowledge management activities are delivered effectively, consistently, and at scale. You will lead a team of Cloud Engagement Consultants, acting as an L1 escalation point for complex issues while driving strategy, standardization, and continuous improvement across cloud engagement processes. You will also own and evolve our AI-driven knowledge base, ensuring content quality, discoverability, compliance, and alignment with business needs. In addition, you will establish and optimize processes, develop communication frameworks, and support training and adoption initiatives to enhance transparency, efficiency, and stakeholder experience across all cloud services. Key Responsibilities - Lead Cloud Engagement Function – Manage and develop a team of Cloud Engagement Consultants, ensuring high performance, consistent service delivery, and alignment with business objectives. - Own Cloud Communication Strategy – Define and implement communication standards and frameworks for cloud-related inquiries and service requests, ensuring clarity, consistency, and transparency. - Oversee Cloud Inquiries Handling – Supervise the L1 Cloud Engagement team in managing cloud-related questions, ensuring timely, accurate, and consistent responses in collaboration with Cloud Operations. - Manage Service Request Communication – Ensure effective communication around cloud service requests, including status updates, SLA tracking, and stakeholder visibility. - Drive Cross-Functional Collaboration – Enable effective engagement across internal and external stakeholders, fostering alignment and responsiveness. - Lead Knowledge Base Strategy – Own and continuously improve the AI-driven knowledge repository, ensuring content quality, relevance, accessibility, and discoverability. - Enhance Search and Content Discoverability – Drive improvements in how users find and utilize knowledge, leveraging AI and optimization techniques. - Ensure Compliance and Security – Maintain compliance and security standards across all communication and documentation, particularly for sensitive or regulated information. - Standardize Engagement Processes and Resources – Establish and maintain scalable, consistent processes, service catalogs, and communication materials to improve stakeholder experience. - Oversee Training and Adoption Initiatives – Lead the development of user guides, training materials, and enablement programs to support adoption of tools, processes, and services. - Implement Feedback and Continuous Improvement – Establish mechanisms to gather stakeholder insights and use data to drive ongoing improvements. - Monitor Performance and Metrics – Define and track KPIs related to communication effectiveness, SLA adherence, knowledge usage, and stakeholder satisfaction. - Maintain Domain Awareness – Stay informed on relevant technologies, cloud services, and organizational practices to ensure strategic and value-driven leadership. - Participate in Cloud Hub Activities and Delivery – Lead and contribute to Cloud Hub initiatives, ensuring successful execution of programs and alignment across teams. Qualifications - Proven experience across Customer Support, Technical Support, or Cloud Operations within a SaaS, ERP, or cloud environment. - Experience leading or overseeing L1/L2 support or engagement teams, ensuring high-quality service delivery and operational consistency. - Solid understanding of support and cloud operations, including ticketing processes, SLAs, and stakeholder communication models. - Hands-on experience with service management platforms such as ServiceNow, including case management, workflow configuration, and knowledge base management. - Experience with knowledge management systems and content governance, ideally including AI-driven or self-service platforms. - Experience working in or alongside Agile environments. - Experience supporting cloud onboarding, migrations, or service adoption within a SaaS or cloud environment. - Demonstrated experience collaborating with cross-functional teams, including Cloud Operations, Product, Engineering, and Customer Success. - Proven ability to drive process standardization and continuous improvement initiatives within a service-oriented environment. Skills & Competencies - Strong leadership and team management skills, with the ability to guide, support, and develop high-performing teams. - Excellent communication and stakeholder management skills, with the ability to ensure clarity, consistency, and alignment across diverse audiences. - Ability to coordinate, prioritize, and oversee execution across multiple workflows, stakeholders, and service streams. - Strong operational mindset, with attention to detail and a focus on quality, scalability, and efficiency. - Analytical mindset with the ability to interpret service metrics, identify trends, and drive improvements. - Strong problem-solving skills, with a proactive and solution-oriented approach. - Ability to navigate ambiguity and operate effectively in a fast-paced, evolving environment. - Commitment to continuous improvement, with a focus on enhancing user experience, knowledge accessibility, and service delivery. Benefits - A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact. - Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work. - Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry. - A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme. - A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.