Role Description This role is for a true operator. You know how to build repeatable systems, spot bottlenecks, run a cadence, and drive outcomes. You are financially aware, process-driven, and comfortable using modern tools, including AI, to move faster and work smarter. This role requires comfort with changing priorities and tight deadlines, law enforcement clients can call with urgent requests at 5pm on Friday. What You’ll Own - Weekly operating cadence (core) - Own and run the weekly operating rhythm for delivery performance, including clear visibility into volume, capacity, deadlines, quality, and risks. - Drive accountability through action tracking, follow-ups, and continuous process improvement. - Operational efficiency and scalability - Identify bottlenecks, redesign workflows, and reduce friction across the investigation lifecycle. - Standardize processes into clear SOPs that hold up as we grow. - Capacity planning and forecasting - Build and maintain staffing and capacity models tied to volume, throughput, and deadlines. - Make clear recommendations on resourcing, workload balance, and performance targets. - Cost and margin awareness - Partner with finance to understand unit economics and protect margin as volume increases. - Improve productivity and reduce cost per case without sacrificing quality. - Tooling and automation - Improve workflows using tools we already use (Google Workspace, dashboards, case systems). - Hands-on experience using ChatGPT, Claude, or similar AI tools to automate workflows and reduce manual work (not just policy or governance experience). Example Project A government client needs 500 background checks completed in 30 days. You would: - Assess current capacity and forecast throughput against the deadline. - Build a staffing and workload plan (including contingency plans). - Stand up a weekly dashboard showing progress, risks, and quality metrics. - Identify bottlenecks and drive process changes to stay on time and on budget. - Use automation or AI where it makes sense to reduce manual work. Qualifications - 5+ years leading operations in a service-based, high-volume, or fast-growth environment. - Direct experience scaling workflows, improving cycle times, and building operating rhythm. - Track record of improving operational efficiency without proportional headcount increases. - Experience with capacity planning, forecasting, and performance management. - Comfort with operational metrics and financial basics (cost awareness, productivity, budgeting). - Strong documentation habits (SOPs, process maps, clear communication). - Technically savvy and tool-comfortable, including practical use of AI tools in day-to-day work. Requirements - Preferred (Not Required) - Startup, BPO, SaaS, compliance, government contracting, or regulated operations experience. - Experience working in a high-trust environment with sensitive information. - Background screening experience. - Not a Fit If - You prefer structured, predictable workflows with well-established procedures. - You see operations as reactive firefighting instead of proactive system-building. What Success Looks Like in 12 Months - More predictable throughput with documented SLAs. - Clear dashboards leadership reviews weekly. - Meaningful improvements in cycle time, quality, and cost per case. - Several manual processes simplified, standardized, or automated. - A scalable operating model that supports significant growth. Benefits - Base salary: $75,000–$95,000 (depending on experience). - Profit sharing. - 401(k). - Health and dental insurance. - Paid time off. - Remote-first. - Direct access to senior leadership and high-visibility work. - Clear path to Director of Operations as the company grows.

• Supervise daily activities of QA specialists across multiple operational areas • Ensure consistent execution of QA audits, scorecards, and monitoring processes • Review completed audits for accuracy and consistency • Conduct calibration sessions to ensure scoring alignment • Provide coaching, feedback, and performance management • Monitor QA productivity and turnaround times • Identify trends and support corrective actions • Ensure compliance with HIPAA, CMS, and internal policies • Escalation management and issue resolution • Support for training initiatives and documentation maintenance • KPI monitoring and operational reporting support • Partnership with operational leadership teams across departments

• Work directly with clients in external Slack channels during the data ingestion phase, driving investigations, reconciling balances, and resolving missing volume issues alongside the Enterprise Success Consultant. • Work across large, complex client datasets to identify discrepancies, investigate root causes, and produce outputs that actually move things forward - not just surface the problem. • Support Core and Broker delivery workflows as a specialist resource for data-related issues, maintaining deep context on the clients and datasets you're closest to. • Help the Advisory team with operational workflows including recurring reconciliation, data validation, and exception resolution. • Use AI tools actively to speed up investigations, automate repetitive data tasks, and improve how the team operates. • Turn open issues into clear, well-scoped requests - with enough context that the next person can pick them up and run. • Keep documentation sharp: process notes, issue summaries, handoff materials, and anything else that makes work predictable and easy to transfer. • Surface blockers and risks early, coordinate across teams without losing context, and apply good judgment on when to resolve directly and when to escalate.

• Own production health, reliability, and operational support processes across critical systems and services. • Lead incident response efforts, stakeholder communication, root cause analysis, and post-incident reviews. • Identify patterns in production issues and drive improvements to reduce recurring incidents and operational overhead. • Design and implement AI-driven agents and workflows that automate support and operational tasks. • Partner with engineering, product, and AI orchestration teams to improve system resilience and operational efficiency. • Build and maintain operational runbooks, documentation, and knowledge base content for both human and AI-assisted workflows. • Support observability, monitoring, and troubleshooting efforts across cloud-based production environments. • Participate in on-call rotations and continuously improve operational readiness and response processes.