Operations Manager - Documents

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About The Position

We are seeking an Operations Manager to support and scale core functions within Customer Operations. This role reports directly to the head of the Documents & Onboarding Team and requires someone who can work across multiple operational areas while maintaining exceptional rigor and precision in decision-making and people management.

Requirements

• Minimum of 5 years of experience in operations leadership within customer support, customer success, or service environments.
• Ability to operate effectively across multiple operational functions with strong systems thinking.
• Proven track record of precise, data-driven decision-making.
• Experience leading teams in fast-paced or high-growth settings.
• Strong understanding of operational tools, analytics, and automation.

Nice To Haves

• Experience in a marketplace or similarly complex environment is a plus.

Responsibilities

• Lead operational strategy and execution within the Documents & Onboarding team.
• Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance.
• Build and develop high-performing teams with clear responsibilities and accountability.
• Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting.
• Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs.
• Maintain accuracy in volume forecasting, resource planning, incident management, and reporting.
• Drive continuous improvement through structured analysis and strong operational controls.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed