Senior Operations Analyst

Senior Operations Analyst (Hybrid)

The Manager of Operations Support leads a team responsible for delivering exceptional customer service to external clients and internal corporate and field office teams. This role oversees the management and collection of customer accounts, ensures operational excellence in invoicing and collections, and serves as a key escalation point for complex team, office, and account issues. The Manager focuses heavily on developing team members, building strong customer and internal relationships, and adapting to evolving business needs while maintaining a high level of professionalism and accountability.

Responsibilities

• Lead and manage the day-to-day operations of assigned customer accounts, ensuring timely and accurate invoicing, collections, and overall account management.
• Provide the highest level of customer service to external customers and internal corporate and field office employees, resolving issues promptly and professionally.
• Serve as the primary escalation point and support liaison for team, field office, and customer-related issues, ensuring effective resolution and communication.
• Oversee the technical and professional development of team members, providing daily feedback, coaching, and guidance to support their growth.
• Conduct quarterly performance evaluations for team members and use the results to create development plans and address performance gaps.
• Act as a support liaison for field offices by addressing operational and accounting questions related to customer accounts.
• Ensure thorough management of customer accounts, including monitoring outstanding balances, coordinating collections activities, and working directly with clients to resolve discrepancies or disputes.
• Build and maintain strong relationships with customers, field offices, and internal stakeholders to support long-term account stability and satisfaction.
• Promote and foster a team-oriented environment that is fair, open, honest, humble, and competitive, encouraging collaboration and high performance.
• Hold team members, peers, and supervisors accountable for commitments, performance standards, and adherence to policies and procedures.
• Apply strong decision-making and problem-solving skills to analyze operational issues and implement effective solutions.
• Utilize finance, accounting, and operations analysis skills to identify trends, improve processes, and support sound business decisions.
• Manage workload distribution across the team by evaluating priorities, balancing individual and team responsibilities, and ensuring deadlines are met.
• Identify areas for improvement in team performance and operational processes, and implement changes to enhance efficiency and service quality.
• Employ effective communication practices to deliver clear, consistent messages to team members, customers, and internal partners.
• Support project management efforts related to operations support, ensuring tasks are completed on time and aligned with business objectives.
• Demonstrate professionalism and adaptability in response to changes in the workplace, including evolving processes, systems, and business needs.

Essential Skills

• 1–3 years of management experience leading and developing a team.
• BA / BS degree in Business, Finance, or Accounting preferred.
• Strong leadership skills with the ability to coach, train, and develop all team members.
• Thorough knowledge of business policies and account management practices.
• Proficiency in finance, accounting, and operations analysis related to customer accounts.
• Demonstrated ability to manage customer accounts, including invoicing, collections, and customer service.
• Strong decision-making skills with the ability to resolve complex operational and account issues.
• Excellent client support and customer service skills, with a focus on building long-term relationships.
• Effective communication skills, both written and verbal, with the ability to interact confidently with customers, field offices, and internal stakeholders.
• Strong work ethic and commitment to delivering high-quality results.
• Ability to provide and maintain a team-oriented environment that is fair, open, honest, humble, and competitive.
• Ability to hold team members, peers, and supervisors accountable for performance and responsibilities.
• Strong time management, prioritization, and organizational skills to evaluate and balance team and individual workloads.
• Ability to assess team performance and identify areas for improvement for both the team and individual contributors.

Additional Skills & Qualifications

• Experience serving as an escalation point and support liaison for operational and customer-related issues.
• Experience in project management within operations or finance environments.
• Negotiation skills to address and resolve outstanding account issues with clients.
• Exposure to or familiarity with structured communication models and best practices for professional communication.
• Demonstrated ability to adapt to changes in the workplace, including new processes, tools, or organizational priorities.
• Interest in learning the broader business and pursuing career growth within financial operations leadership roles.
• Ability to contribute positively to an outgoing, team-oriented, and collaborative office culture.

Job Type & Location

This is a Permanent position based out of HANOVER, MD.

Pay and Benefits

The pay range for this position is $75000.00 - $90000.00/yr. Medical insurance Dental insurance Vision insurance Health Savings Account (HSA) and Flexible Spending Account (FSA) options Employee Assistance Program (EAP) Mental health and wellness resources Life insurance Disability coverage

Workplace Type

This is a hybrid position in HANOVER, MD.

Application Deadline

This position is anticipated to close on Aug 7, 2026.