SENIOR OPERATIONS MANAGER DELIVERY & ACTIVATION

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

SENIOR OPERATIONS MANAGER, DELIVERY & ACTIVATION

KENTECH Consulting Inc. is an award-winning background technology screening company. We are the creators of innovative projects such as eKnowID.com - 1st consumer background checking system of its kind, and ClarityIQ a high-tech/high-touch investigative case management system.

MISSION

We're on a mission to help the world make clear and informed hiring decisions

VALUE

In order to achieve our mission, our team exhibits the behaviors and core values aligned with it

http://www.ekentech.com/core-values

• People Focused: We are client focused and results-driven.
• Growth Minded: We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders: We are passionate investigators for discovery and truth.
• Community Partnerships: We believe there is no greater power for transformation than delivering on what communities and employees care about.

IMPACT

As a small agile company, we seek high performers who relish the idea that their effort will directly impact our customers and help shape the next evolution of background investigations.

Job Description

The Senior Operations Manager, Delivery & Activation drives scalable operations across KENTECH’s departments by improving capacity, workflow, accountability, service delivery, and cross-functional execution to support sustainable growth. This role leads Investigations, Verifications, Audit, Criminal Research, and Operations Support while partnering closely with the Chief Operating Officer, Client Success, Finance, Human Resources, and other business functions. This is an ownership role requiring both operational and financial discipline. The Senior Operations Manager is expected to understand how volume, productivity, labor utilization, workforce capacity, cost of goods sold (COGS), quality, and service requirements affect KENTECH's ability to scale profitably.

This is an operator role: it runs delivery and leads people. Automation, systems building and product development sit with KENTECH's technology team; this role partners with that team by identifying where tools would help, not by building them.

What Success Looks Like

• Successful Client Activation: New business moves efficiently from signed contract into stable service delivery.
• Reliable Delivery: Client work consistently meets expectations for quality, turnaround time, service levels, and accountability.
• Scalable Operations: Staffing, processes, technology, and operating costs remain aligned as volume grows.

Key Responsibilities

Activation

• Own the operational transition from signed contract through implementation, first orders, billing readiness, and scalable service delivery.
• Manage concurrent client launches with clear timelines, assigned owners, dependencies, risks, and blocker resolution while partnering with Client Success on the path to go-live.

Evaluate and verify launch preparedness, ensuring alignment across staffing levels, system infrastructure, operating procedures, service standards, quality assurance, and execution goals.

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Delivery

• Lead Investigations, Verifications, Audit, Criminal Research, and Operations Support across workload, capacity, coverage, accountability, and delivery performance.
• Own turnaround times, service levels, backlog, workload distribution, and operational quality.
• Investigate quality exceptions to root cause, implement corrective action, and verify the resolution is sustained. Escalate material compliance defects promptly and preserve the Audit Lead's direct access to executive leadership on quality findings.
• Provide Client Success with the delivery-performance information needed to support renewals and account expansion.

Lead difficult client conversations on delivery, scope and remediation alongside the COO, and keep the team aligned and steady through change, escalations and high-pressure periods.

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Capacity and Cost

• Identify capacity constraints and determine whether they should be addressed through hiring, contractor utilization, workload redistribution, process improvement, automation, or performance management.
• Build staffing and hiring recommendations using workload forecasts, productivity data, labor cost, service requirements, and expected revenue in partnership with Human Resources, Finance, and the COO.
• Strengthen the operations function to support anticipated volume growth through appropriate leadership, staffing, and capacity planning.
• Monitor key operational and financial metrics to ensure delivery remains efficient, scalable, and financially sound.

Partner with Finance to understand operational cost variances and resolve delivery-side barriers that affect billing.

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Operating Discipline

• Run a recurring operational review covering performance, risk, priorities, workload, corrective actions, and service delivery.
• Develop and maintain clear, scalable SOPs within Lumina.
• Use KENTECH's dashboards, internal systems, reporting tools, and approved AI tools to improve output, reduce manual work, and strengthen operational efficiency.

Conduct performance conversations with department leads in coordination with Human Resources.

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Authority and Decision Rights

• From Day One: Own routine operational decisions across workload allocation, queue priorities, escalation resolution, operating cadence, and accountability within the functions led by the role.
• First 90 days: The Senior Operations Manager proposes launch dates and client-facing delivery commitments for COO confirmation.
• After 90 days: The role owns routine launch dates and delivery commitments within approved scope and commercial terms. Material commitments escalate to the COO.

Qualifications

• 7+ years of operations leadership experience in a deadline-driven, high-volume service environment, preferably within a regulated, compliance-sensitive, government, public safety, healthcare, financial services, investigations, professional services, or similar setting.
• Demonstrated experience managing supervisors, team leads, or functional leaders.
• Experience managing service delivery, capacity, workload allocation, quality, or other high-volume operational functions.
• Strong financial acumen with the ability to understand and apply COGS, gross margin, labor utilization, productivity, cost per case, budgeting, and workforce cost.
• Demonstrated ability to use operational and financial data to make staffing and capacity decisions, including evaluating headcount, contractor utilization, productivity improvement, workload redistribution, and automation.
• Working understanding of FCRA or comparable regulatory compliance requirements in a service-delivery environment, or demonstrated ability to quickly develop proficiency in a regulated industry.Candidates without direct FCRA experience must demonstrate the ability to quickly develop proficiency in regulated operational requirements.
• Strong understanding of operational quality, root-cause analysis, corrective action, and process improvement.
• Experience developing and implementing SOPs, workflows, or operating procedures.
• Ability to interpret dashboards, performance reports, and operational metrics and translate findings into action.
• Practical familiarity with AI-assisted work and workflow tools as a user (this is not a systems-building role).
• Strong project-management, organizational, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work independently in a remote environment while maintaining visible accountability.
• Must be based in the United States and authorized to work in the U.S. as a W-2 employee.

Demonstrated discretion with confidential client, consumer, employee, operational, and investigative information.

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Preferred Qualifications

• Direct experience in background screening, investigations, public records or government contracting.
• Experience launching new client programs, accounts, contracts, or service implementations.
• Experience managing distributed or remote teams.
• Experience managing a labor-intensive service operation where staffing decisions directly affect COGS and gross margin.
• Experience developing headcount plans, staffing models, labor forecasts, or hiring justifications.
• Experience partnering with Finance and Human Resources on workforce planning, budgeting, or cost management.

Soft Skills

• Ownership: Takes responsibility for operational outcomes and follows issues through resolution rather than simply identifying or escalating them.
• Leadership: Sets clear expectations, develops functional leaders, and holds teams accountable for results.
• Analytical Thinking: Connects volume, productivity, staffing, cost, quality, and service data to identify trends and determine appropriate action.
• Candor: Communicates risks and performance concerns early, including issues within their own area of responsibility.
• Steadiness Under Pressure: Maintains sound judgment and priorities when volume, deadlines, or client requirements change.
• Communication: Communicates expectations, risks, decisions, and financial considerations clearly to team leads and executive leadership.
• Collaboration: Partners effectively with Finance, Human Resources, Client Success, executive leadership, and operational teams while maintaining clear ownership.

Additional Information

• Employment Type: Full-Time, W-2
• Work Arrangement: Remote (U.S.-based)
• Base Salary: 75,000 to 95,000 USD annually, depending on experience
• Profit Sharing
• Health, dental, and vision insurance
• Paid Time Off
• Flex Time
• 401(k)
• Short-Term Disability
• Long-Term Disability

Life Insurance

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Flexible work from home options available.