*Central Operations Manager
*

Location: Remote U.S. or Canada

Position Summary

This role reports to the Director of Operations. The Central Operations Manager provides oversight to the Central Operations Team with the implementation and execution of IFSI programming across the organization. The manager will provide key operational and administrative leadership and support to respond to a quickly growing community seeking access to IFSI’s programs. The manager will engage in frequent and sensitive written and verbal interactions with this community and IFSI’s staff, while handling all matters in a professional and timely manner.

IFSI is managed as a distributed team that uses technology and regular in-person gatherings to stay connected. We are seeking someone who is comfortable with and skilled at remote work, self-leadership, and collaboration. We have two base locations – Chicago and Toronto and have a preference, but not a requirement, for this role to be in one of these two locations.

Key Responsibilities

• Provide leadership and oversight to the Central Operations Team.
• Oversee operational support for IFSI programs (e.g., customer service, onsite sourcing, zoom tech support, etc.) and organize them to enhance efficiency and customer satisfaction.
• Maintain, and evolve operational processes, procedures, and tools to support all IFSI programming.
• In partnership with the Director of Operations, conduct long-term planning to align internal capacity and resources with anticipated demand.
• Ensure that central operations comply with legal requirements (e.g., confidentiality, ADA, etc.).
• Develop, implement, and evolve a system to report on key data points related to programmatic operational support. Data will help identify areas for improvement, potential roadblocks or capacity constraints, and progress toward annual goals.
• Monitor key performance indicators (e.g., program evaluations) to identify and address factors that may be affecting the customer experience
• Lead escalation processes as required with a goal toward building and enhancing relationships while ensuring appropriate controls are maintained.
• Take lead on vendor relationships that relate directly to Central Operations support.
• Manage IFSI programmatic budgets for operational support to align with yearly budget.
• Identify and address evolving operational needs by interacting regularly with external and internal stakeholders. Escalate key issues requiring systemic changes to Director of Operations.

• Provide oversight and guidance on interactions between employees and customers to ensure accuracy and consistency of information.
• Manage the day-to-day operations of IFSI programs to ensure smooth progress – revising processes as required for continuous improvement.
• Create, implement and manage processes and procedures to be executed by the Central Operations Team, and evolve those processes as the organization grows both domestically and globally.
• Evolve team assignments and team size as programs evolve, in partnership with Director of Operations.
• Build and manage an engaged and talented team to support the global deployment of our programs.
• Conduct regular performance reviews, ensuring individual goals are aligned to team and organizational goals.
• Evolve processes in key areas of operations such as continuing education, program management, technical support for programming, and program evaluations.
• Role may evolve as we adopt a customer relations management and learning management system in 2023 and build a broader curriculum at the Institute.
• Other duties as assigned

Skills and Attributes

• Knowledge of MS Office products (Word, Excel, Outlook)
• Proficient at hosting Zoom meetings
• A history of proposing new ideas and communicating those ideas effectively
• A strong attention to detail and high level of accuracy
• Ability to prioritize, problem-solve and meet deadlines
• Experience working independently and collaboratively across a matrixed organization
• Ability to exercise good judgment and perform diverse, advanced, and sometimes confidential administrative functions
• Ability to learn and adapt to new ways of doing things

Role Requirements

• 5-7 years of relevant experience
• 1-3 years of relevant managerial experience
• Bachelor’s degree
• Administrative experience handling complex programming preferred
• Experience with CRM (HubSpot) and LMS integration preferred
• Exceptional organizational, time-management, and follow-through skills
• High level of sensitivity with strong interpersonal and customer care skills
• Team player who can work both independently and collaboratively
• Strong desire to do meaningful work that creates positive change in the world
• Highly organized, strong communicator and DEI advocate
• Skilled at communicating kindly, clearly, and professionally in written and spoken English

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

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