Operations Specialist

Operations SpecialistThe Operations Specialist utilizes subject matter expertise to develop, implement, and evaluate project plans and operational initiatives for KW MAPS Coaching systems and processes. This position analyzes project requirements, identifies process gaps, recommends specialized solutions, and provides insights to support data-driven project execution and continuous improvements. The Specialist leverages strong collaboration, communication, and organizational skills to ensure projects are delivered on time, within scope, and aligned with business objectives.What is MAPS? MAPS (Mega Achievement Productivity Systems) is a series of sales training and coaching programs designed to help Keller Williams agents with Business Growth, Personal Growth, Sales Growth and Business Expansion. These programs can be conducted in-person or virtually, as well as in a Skills Camp and other event settings.Austin, Texas-based Keller Williams Realty, LLC is the world's largest real estate franchise by agent count with a global network of offices and affiliated agents. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent-centric, technology-driven, and education-based culture that rewards affiliated agents. If you're ready to join an award-winning team that champions bold innovation, puts people and service at the heart of business, and empowers you to make a real impact, then Keller Williams is where you belong.Our latest recognition:2026 & 2025 Best Places to Work (Glassdoor)2026 & 2025 Best Place for Working Parents® (Best Place for Working Parents®)2025 America's Most Admired Workplaces (Newsweek)2025 Top Franchises for Women (Franchise Business Review)2025 Best-Led Companies (Glassdoor)ResponsibilitiesProject and Operational PlanningDirects and coordinates KW MAPS projects aligned with business goals and strategic prioritiesPlans and evaluates operational scope, requirements, timelines, and deliverables in collaboration with Operations and Product ManagementImplements operational plans supporting new revenue streams, including requirements gathering, process definition, training, performance goals, and post-launch supportDevelops operational plans, prepares reports, presents recommendations, and implements solutionsProcess Improvement and Business AnalysisDevelops and facilitates process discovery sessions and gap analyses to ensure accurate operational representationAnalyzes continuous improvement initiatives to identify opportunities to improve business growth, customer service, and productivityResearches and documents operational process flows and data models for system development and process redesignEvaluates industry trends, recommends operational strategies, and assesses the effectiveness of those strategiesProject Coordination, Documentation, and ReportingProduces and maintains comprehensive project documentation, including task lists, scope documents, schedules, issue logs, and progress trackersManages, coordinates, and tracks operational tasks across internal teams and external stakeholders to ensure completion within operational timelinesProduces and delivers operational status updates and reporting for leadership and stakeholdersCollaborates with cross-functional teams to support operational initiatives and ensure alignment across stakeholders.Data Quality, Governance, and InsightsLeads periodic system audits to analyze and evaluate data accuracy, resolve discrepancies, and enforce standards that preserve data integrity across platformsAnalyzes data quality metrics on an ongoing basis, proactively identifying and resolving inconsistencies or gapsUtilizes subject matter expertise to plan operational initiatives, research issues, analyze and interpret data, and provide insights for data-driven decisionsProduct and Systems AdministrationLeads the development, design, creation, and operational lifecycle of new and current products inside the departmentServes as administrator for multiple systems, applying in-depth knowledge and technical guidance to manage user permissions, workflows, automations, and custom field configurationsConfigures and maintains Zendesk, including macros, triggers, roles, and reporting, as the go-to administrator while applying technical guidance to troubleshoot and provide specialized solutionsQualificationsMinimum RequirementsBachelor's degree. Four (4) years of relevant education and work experience may be substituted for degreeMinimum of three (3) years of specialized experience in project management or project coordinationStrong experience in, or exposure to, project coordination, operations, or process improvement workExperience collaborating with cross-functional teams on processes, systems, or productsHigh level of attention to detail and strong organizational skillsStrong communication skills with ability to hold others accountable for deadlines and deliverablesAbility to manage multiple projects simultaneously with minimal oversightExperience in requirements gathering, documentation, and task trackingPolished and professional demeanorFamiliarity with project coordination tools, documentation practices, and workflow managementProficiency in Microsoft Office, including Excel, Word, and Outlook, and project tracking toolsWell-versed in industry developments, techniques, and trendsPreferred RequirementsExperience in project management, operations, business analysis, or process improvement environmentsExposure to coaching, training, or learning-based business modelsFamiliarity with continuous improvement methodologiesExperience supporting product launches or new revenue initiativesKnowledgeDeep knowledge of project coordination, process improvement, and operational workflows within coaching or service-based organizationsProficiency in Microsoft Office, including Excel, Word, and OutlookUnderstanding of project documentation, workflow tracking, and cross-functional collaboration practicesSkillsStrong critical thinking and project planning skillsStrong data analytical skills, with strong attention to detail and accuracyStrong verbal, written, interpersonal, listening, and presentation communication skillsStrong project management, time management, and organizational skillsStrong solution and service-oriented skills, with an emphasis on collaboration, problem solving, follow-through, and responsivenessStrong relationship building skills, with a proactive and service-oriented approach to working with team membersAbilitiesAbility to demonstrate good judgement and effective problem-solving, with the ability to address complex issues and provide specialized solutionsAbility to demonstrate a high degree of flexibility and adaptabilityAbility to work independently as well as in a team-oriented, collaborative environmentAbility to demonstrate the highest level of integrity and ethicsAbility to demonstrate a high degree of self-motivation, accountability, and work ethicAbility to provide strong customer service through all communication mediumsEEO StatementWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.Physical RequirementsSittingKeyboardingViewing computer monitorWork EnvironmentWork is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.