Head of Operations & Business Management

Enterprise Operations ManagerApply: Hybrid: USA-Columbus-OH: USA-Cincinnati-OH: Full time: R-02232**About Us:**Opensity Solutions is the largest tech‐enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.**Our Mission:** Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.**Job Description**The Enterprise Operations Manager at Opensity Solutions is responsible for overseeing day-to-day operations and service delivery across assigned enterprise client accounts, ensuring performance, efficiency, and client satisfaction. Reporting to the Enterprise Account Director, this role serves as a key escalation point for operational issues and provides leadership to Site Managers and on-site teams. The position focuses on driving operational excellence, supporting profitability goals, and executing continuous improvement initiatives to enhance service delivery and client outcomes. Roles & Responsibilities*** Oversee daily operational execution across enterprise client accounts to ensure consistent, high-quality service delivery.* Support the development and execution of account business plans in alignment with strategic and financial objectives.* Serve as a primary escalation point for operational issues, ensuring timely resolution and client satisfaction.* Partner with the Enterprise Account Director to achieve account profitability, efficiency, and performance targets.* Lead and mentor Site Managers and on-site teams to ensure strong operational execution and accountability.* Conduct regular client site visits and performance reviews to monitor service quality and identify improvement opportunities.* Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and performance standards are met.* Lead training and development initiatives to improve team capability and operational performance.* Support and participate in strategic business reviews, including preparation, presentation, and follow-up actions.* Gather and act on client feedback through surveys and direct engagement to improve service delivery.* Collaborate with internal resources to implement process improvements and operational enhancements.**Knowledge Skills & Attributes*** Strong operational leadership skills with experience managing multi-site or multi-client environments.* Deep understanding of service delivery, workflow optimization, and operational performance management.* Strong analytical skills with the ability to monitor KPIs and drive data-informed decisions.* Excellent communication and relationship-building skills with both clients and internal teams.* Ability to manage competing priorities in a fast-paced, client-facing environment.* Proficiency in Microsoft Office and general business systems.* Customer-focused mindset with a strong commitment to service excellence.**Qualifications:****Education:** Bachelor’s degree in Business Administration, Management, or a related field, or equivalent experience.**Experience:** 5+ years of experience in business process outsourcing (BPO), operations management, or client services, including at least 2 years in a management role with responsibility for supervising teams and supporting operational performance. Experience managing multi-site or multi-client environments is required.**Technical Skills:** Proficiency in Microsoft Office Suite and familiarity with operational systems, reporting tools, and service delivery platforms. Experience working in production or office services environments is preferred. The Compensation range for this role is 70,000 to 80,000 USD per year and may be eligible for an annual bonus.