Call Center Operations Manager

Growth Operations ManagerHearingLife is a national hearing care company and part of the Demant Group, a global leader in hearing healthcare built on a heritage of care, health, and innovation since 1904. HearingLife operates more than 650 hearing care centers across 42 states. We follow a scientific, results-oriented approach to hearing healthcare that is provided by highly skilled and caring professionals. Our vision is to help more people hear better through life-changing hearing health delivered by the best personalized care. This Team Member must role-model and uphold the HearingLife Core Values: We create trust. We are team players. We apply a can-do attitude. We create innovative solutions. Position Summary: The Growth Operations Manager is responsible for support and leading Growth initiatives and strategic projects that require cross-functional coordination, project management, process development, and operational execution. These projects may include Greenfields, relocations, clinic refreshes, closures, facilities initiatives, process improvements, reporting enhancements, and other priorities that support HearingLife's growth strategy. This role is a central point of coordination and accountability for Growth execution. The successful candidate will be highly organized, proactive, and detail-oriented. They will identify potential roadblocks early, bring the right people together to solve problems, and create visibility for leadership throughout the project lifecycle. As HearingLife continues to grow its clinic footprint, this role will also help standardize, improve, and scale Growth and Facilities operations, creating consistent processes, stronger cross-functional accountability, and a more proactive approach to supporting the clinic network. The Growth Operations Manager drives the successful execution of HearingLife's Greenfield clinic openings from planning through opening day. This role provides the structure, coordination, and accountability needed to keep complex, cross-functional Growth initiatives on track. The role leads the Greenfield operating cadence, including project calls, milestone and action-item tracking, risk identification, and status reporting. The Manager coordinates across Growth, Operations, Real Estate, Facilities, Construction, Marketing, Finance, IT, Recruiting, and other key partners to ensure deliverables are completed on time and dependencies are proactively managed.Growth Projects & Cross-Functional Operations - Lead or support a portfolio of Growth projects based on evolving business priorities, including relocations, refreshes, closures, facilities initiatives, process improvements, and other strategic projects. Translate priorities into clear project plans, owners, timelines, and deliverables while coordinating cross-functional execution. Develop standardized tools, SOPs, playbooks, and processes that improve consistency, efficiency, and scalability. Identify opportunities to simplify execution, improve handoffs, and eliminate unnecessary complexity. Greenfield Execution - Own the day-to-day oversight and operating cadence for Greenfield clinic openings, including timelines, milestones, dependencies, and action items. Lead recurring Greenfield calls, drive accountability, and proactively identify and resolve risks or delays. Coordinate cross-functional partners and field teams to ensure all operational, facility, technology, marketing, and supply requirements are completed for opening. Maintain project visibility for leadership and continuously improve the Greenfield playbook and process. Facilities Oversight - Provide day-to-day oversight of Facilities operations across the clinic network, ensuring requests are prioritized, routed, and resolved efficiently. Monitor service levels, ownership, and escalation processes for Facilities requests. Partner with Facilities, IT, BrandPoint, vendors, and field teams to improve ticketing, communication, and issue resolution. Drive standardized Facilities processes, policies, pricing controls, and vendor management practices across the clinic network. Monitor Facilities performance, spend, recurring issues, and service trends to identify opportunities for cost savings, prevention, and improved clinic experience. Use Facilities data and trends to proactively identify clinic needs and support Growth decisions, including relocations, refreshes, closures, and capital planning. Lead continuous improvement initiatives that reduce clinic disruption and create a more scalable Facilities operating model. Reporting & Continuous Improvement - Monitor project performance against timelines, goals, and KPIs and provide leadership with clear visibility into progress, risks, and decisions needed. Identify trends and opportunities to improve Growth processes and the overall operating model. Capture best practices and lessons learned to continuously improve project execution. Support the development of a scalable Growth operating model that enables continued expansion.What Success Looks Like: The right person makes Growth execution feel organized, predictable, and under control—whether the project is a Greenfield opening or another strategic Growth priority. Success will be measured by the ability to: Keep Greenfield openings and assigned Growth projects on track against approved timelines. Identify and resolve risks before they become project delays. Create clear accountability across cross-functional teams. Provide leadership with accurate, timely visibility into project status and risks. Improve consistency, efficiency, and scalability across Growth processes. Successfully manage multiple projects and shifting priorities without losing focus on critical deliverables. Create repeatable processes and tools that enable the Growth organization to scale. Improve Facilities service levels, cost efficiency, and resolution times across the clinic network. Establish a proactive, data-driven Facilities operating model that minimizes clinic disruption and supports informed Growth and investment decisions. Ideal Candidate - 4+ years of experience in project management, operations, business operations, or a related field. Proven ability to manage multiple complex projects, competing priorities, timelines, and cross-functional stakeholders. Strong organizational, communication, and problem-solving skills with exceptional attention to detail. Comfortable leading meetings, driving accountability, and influencing without direct authority. Proactive, adaptable, and action-oriented, with the ability to turn broad objectives into clear, executable plans. Experience in healthcare, retail, construction, facilities, new site openings, or multi-location organizations is a plus; proficiency with tools such as Smartsheet, Excel, PowerPoint, or CRM platforms is preferred. Target Salary: 75k plus Bonus Work Location: Corporate office is located in Somerset, NJ - open to Remote We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.