Operations Support Manager

Lead: Training, IT Support & Fulfillment Operations | Remote Reports To: Director of Operations Support Compensation: $85,000 annually Location: Remote About the Company The Heartland Roadshow, established in 2009, is a premier buyer of estate jewelry, precious metals, gold and silver coins, and collectibles. If you’ve ever seen “Antiques Roadshow,” this is similar to what we do. We set up boutique “buying events” at locations throughout the region, where folks come to sell us their estate items – primarily gold, silver, coins, and watches. Job Summary Departments: Training & Development, IT, Supplies & Fulfillment Reports To: Director of Operations Support Compensation: $85,000 annually Position Summary The Operations Support Manager is responsible for overseeing the organization's Training & Development, IT, and Supplies & Fulfillment functions to ensure employees have the training, technology, equipment, and operational resources necessary to perform their responsibilities effectively. This role leads the development and coordination of training programs, oversees technology support and infrastructure, and manages the systems and processes used to procure, distribute, and track organizational supplies and equipment. The Operations Support Manager partners with leadership and departments across the organization to improve employee readiness, maintain reliable technical resources, streamline purchasing and fulfillment processes, and establish consistent operational standards. This position emphasizes effective resource management, team development, process automation, cost awareness, and continuous improvement. The Operations Support Manager is accountable for ensuring that assigned departments operate efficiently, meet established service expectations, and support the organization's broader strategic objectives. 1. Training & Development Oversight Oversee the Training & Development function, ensuring that training programs support employee readiness, role-specific competency, and organizational performance expectations. Coordinate the development, implementation, and ongoing maintenance of training curricula, instructional materials, reference guides, and Standard Operating Procedures. Oversee the administration and continued development of the organization's online learning management system, Heartland University. Ensure training materials are accurate, current, organized, and aligned with established operational procedures and company expectations. Coordinate onboarding, classroom instruction, field training, compliance training and continuing education initiatives in collaboration with appropriate leadership. Establish processes for evaluating training effectiveness, gathering feedback, identifying learning gaps, and implementing improvements. Monitor training completion, participation, and other relevant metrics to ensure employees meet established training requirements. Coordinate with field leadership and subject matter experts to maintain consistent training standards and reinforce effective operational practices. Support the development and maintenance of trainer resources, training schedules, course assignments, and performance evaluation tools. Ensure training initiatives are organized, appropriately documented, and delivered according to established timelines. Identify opportunities to improve training delivery, accessibility, consistency, and employee engagement. 2. IT & Technical Resource Oversight Oversee IT support functions to ensure employees have reliable access to the technology, equipment, and systems needed to perform their jobs. Provides oversight of IT support operations, including support request management, troubleshooting processes, equipment deployment, repairs, replacements, and technology upgrades. Oversee processes for tracking IT requests, prioritizing issues, documenting resolutions, and monitoring response times. Maintain oversight of organizational technology assets, including computers, monitors, peripherals, and other assigned equipment. Coordinate equipment setup and deployment for new employees and ensure appropriate equipment return and reassignment processes are followed. Work with internal or external IT resources to resolve technical issues and support organizational technology needs. Identify recurring technical challenges and recommend improvements to systems, workflows, and support procedures. Support the implementation of technology solutions that improve productivity, communication, documentation, and operational efficiency. Maintain accurate inventory and accountability records for assigned technology resources. Coordinate with leadership on technology-related projects, system implementations, and operational improvements. Oversee Supplies & Fulfillment operations to ensure employees receive the supplies, equipment, and materials necessary to perform their responsibilities. Manage purchasing, inventory tracking, order fulfillment, distribution, and replenishment processes. Establish and maintain standardized procedures for ordering, processing, shipping, tracking, and reconciling supplies. Monitor inventory levels and anticipated demand to ensure adequate stock availability while avoiding unnecessary purchasing and excess inventory. Oversee the preparation and distribution of buyer bags, supplies, tap cards, and other assigned operational resources. Maintain accurate inventory records and establish accountability procedures for issued equipment and materials. Monitor fulfillment timelines, outstanding orders, inventory shortages, and purchasing backlogs. Coordinate with vendors and internal stakeholders to resolve order discrepancies, shipping issues, and supply shortages. Review purchasing and fulfillment workflows to identify opportunities for improved efficiency, cost control, and accuracy. Oversee appropriate documentation and reconciliation of purchasing transactions, receipts, invoices, and related records. Identify opportunities to streamline purchasing and reconciliation processes through automation and improved system integration. Establish reporting processes that provide visibility into spending, inventory levels, purchasing activity, and fulfillment performance. 4. Operational Resource Management Ensure assigned departments maintain accurate records, organized systems, and clear procedures for managing organizational resources. Develop and maintain inventory controls, equipment tracking processes, and accountability standards. Coordinate the distribution, return, maintenance, and replacement of organizational assets. Monitor resource utilization and identify opportunities to improve availability, reduce waste, and control costs. Partner with other departments to anticipate resource needs and coordinate timely support. Establish consistent processes for documenting resource requests, approvals, fulfillment, and issue resolution. Evaluate opportunities to improve the management of organizational assets through technology, automation, and standardized workflows. Develop, implement, and maintain policies, procedures, and Standard Operating Procedures (SOPs) for Training & Development, IT, and Supplies & Fulfillment. Establish documentation standards that support consistency, efficiency, and accountability. Ensure employees understand applicable procedures and receive appropriate training on systems and processes. Review and update documentation as systems, responsibilities, and organizational needs evolve. Maintain organized records related to training completion, technical support, equipment inventory, purchasing, and fulfillment. Coordinate with relevant stakeholders to ensure procedures are practical, clearly communicated, and consistently applied. 6. Team Leadership & Performance Management Lead, develop, and support coordinators and departmental personnel within the assigned areas of responsibility. Establish clear expectations for performance, productivity, service delivery, and accountability. Conduct regular team meetings and individual check-ins to review priorities, address challenges, and monitor progress. Coordinate workloads and establish processes that ensure responsibilities are assigned appropriately and completed within expected timelines. Provide coaching, feedback, and development opportunities to strengthen team capabilities. Monitor departmental performance and address recurring issues, workflow gaps, and resource constraints. Encourage collaboration among Training & Development, IT, and Supplies & Fulfillment to identify shared needs and improve operational support. Foster a proactive, solutions-oriented culture focused on service, efficiency, and continuous improvement. 7. Process Improvement & Special Projects Identify opportunities to streamline workflows, reduce manual processes, improve resource utilization, and strengthen operational controls. Lead projects involving training systems, technology improvements, purchasing processes, inventory management, and fulfillment. Evaluate opportunities for automation and integration between business systems to reduce administrative workload and improve accuracy. Develop project plans, timelines, implementation strategies, and measurable outcomes. Collaborate with other departments to understand operational needs and implement effective solutions. Monitor project progress and communicate updates, challenges, and results to the Director of Operations Support. Support broader organizational initiatives as assigned. Qualifications Required Experience in operations management, training and development, IT coordination, inventory management, purchasing, or fulfillment. Strong organizational, leadership, and project management skills. Demonstrated ability to manage multiple departments, priorities, and competing deadlines. Experience leading employees, coordinating workflows, and establishing accountability. Excellent written and verbal communication skills. Ability to identify operational challenges and implement practical, measurable solutions. Experience developing policies, procedures, training materials, or process documentation. Strong analytical skills and attention to detail. Ability to manage resources, track performance, and identify opportunities for improved efficiency. Proficiency with technology systems, business software, and operational tools. Strong interpersonal skills and the ability to work effectively across departments. Preferred Experience administering a learning management system or coordinating employee training programs. Familiarity with technical equipment inventories, asset tracking, and IT support processes. Experience managing purchasing, order fulfillment, vendor relationships, and invoice reconciliation. Experience improving workflows through automation, system integration, or process standardization. Experience leading cross-functional projects and developing team members. Success Measures Success in this role is demonstrated through: Effective oversight of Training & Development, IT, and Supplies & Fulfillment. Timely completion and consistent delivery of training programs. Accurate, current, and accessible training materials and documentation. Improved employee training readiness and completion rates. Timely resolution and appropriate tracking of IT support requests. Accurate inventory records and effective management of technical equipment. Reliable fulfillment of supply and equipment requests. Reduced purchasing backlogs, inventory discrepancies, and avoidable delays. Improved accuracy and efficiency in purchasing, invoicing, and reconciliation processes. Identification and implementation of opportunities for automation and cost control. Clear accountability and effective performance across assigned teams. Successful execution of projects that improve organizational efficiency and employee support. The Heartland Roadshow is an equal opportunity employer. Further, the Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the federal/state/local ordinances of their state of residence. #J-18808-Ljbffr