Operations Manager

Job Description

Job Description

Benefits:

• Commuting reimbursement
• Paid holidays
• Additional work from home days
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

About Pembroke & Co.:
A B2B services company that partners with franchise and multi-unit operators to reduce loss and improve how their locations run. Our team reviews CCTV footage and transaction data to surface the issues that matter, then works directly with clients to help them act on what we find. We're a small, collaborative group where people own their work, wear a few hats, and take pride in delivering accurate, timely results our clients can trust. 

We operate on a hybrid schedule; in office Monday-Thursday and remote on Fridays. 

About the role:
The Manager, Operations leads the day-to-day execution of the operations function, ensuring client work moves efficiently and accurately from intake through delivery. This role supervises and develops teams, owns scheduling and capacity, and manages the full lifecycle of client requests and reporting workflows against defined production goals. Operating with a high degree of independence, the Manager balances competing priorities, safeguards quality, and continuously improves how teams deliver work for clients.

Key responsibilities:
Team Leadership & People Management

• Supervise, coach, and develop the analyst team, conducting regular one-on-ones and supporting individual growth.
• Evaluate performance, deliver feedback, and maintain documentation; partner with management and HR to resolve employee-relations matters.
• Participate in onboarding, new-hire orientation, interviewing, hiring, training, and the delegation of work.
• Partners with Director to make recommendations for training schedules to ensure team members are cross trained across varying processes and systems.

Client Request & Workflow Management

• Create and maintain the weekly schedule for the operations department, ensuring bandwidth, accuracy, and client coverage.
• Analyze, categorize, and prioritize incoming correspondence, acting with a high level of independence to determine the appropriate course of action.
• Own the full lifecycle of client requests — intake, tracking, prioritization, and resolution — ensuring timely communication and completion.
• Serve as the primary internal point of contact for request status and workflow updates, coordinating tasks to meet deadlines.
• Partner with the revenue & growth team for expertise and escalation on complex or sensitive client replies.
• Analyze, categorize, and prioritize incoming correspondence, acting with a high level of independence to determine the appropriate course of action.

Production, Reporting & Quality

• Own report production and delivery to clients to consistently meet expectations and production goals.
• Manage outbound workflows with attention to cadence, priority, and client experience.
• Maintain a thorough understanding of each client's business and preferences, and ensure all requirements are executed.
• Maintain compliance and nonconformance processes through records and tracking systems, including root-cause analysis and corrective actions.

Operational Excellence & Continuous Improvement

• Ensure the operations function runs smoothly, efficiently, and professionally each day, adhering to company standards and regulations.
• Identify operational and quality improvement opportunities; develop plans and objectives and present recommendations to management.
• Partner with team to deliver proof-of-concept (test) accounts, scheduling and training to support conversion.
• Perform additional duties as required to support the operations function.

What we're looking for:
Experience & Education

• Bachelor's degree or equivalent professional experience.
• 5+ years of people, project, or production management experience, ideally in a high-volume, deadline-driven environment.
• Familiarity with franchise operations and what matters to multi-unit operators; QSR experience strongly preferred.
• Proficiency with the Microsoft Office Suite and comfort interpreting data sets.

Core Competencies

• Operations leadership — manages high-volume workflow, competing priorities, and deadlines with composure.
• People leadership — a track record of managing, supporting, and growing teams.
• Prioritization and judgment — takes in information quickly and decides independently, escalating only when it genuinely matters.
• Organization and follow-through — keeps many moving parts on track and drives work from start to finish as priorities shift.
• Customer focus — experience serving external customers, with an instinct for communicating around their needs.
• Communication — clear and effective communication across all levels and personnel.
• Adaptability — understands business needs change and is able to pivot and support client inquiries. Sometimes that may mean off-hours.
• Discretion — sound judgment handling sensitive and confidential information.

Preferred Qualifications

• Project management experience.
• Process improvement or Lean background — a bias for finding the fastest, most effective way to get things done.
• Strong data and business acumen.• Training or coaching experience.

Flexible work from home options available.