Head of Operations & Business Management

We are seeking an experienced Operations Manager to support and enhance survey operations, customer engagement initiatives, respondent services, and CRM-related business processes. This role is responsible for overseeing survey onboarding and rollover activities, managing customer communications, maintaining knowledge management resources, supporting operational reporting, and coordinating system integrations.

The ideal candidate will have experience managing complex business processes, supporting CRM platforms, working with cross-functional teams, and driving operational improvements. While familiarity with CRM and workflow systems is beneficial, this role is focused primarily on business operations, process management, system administration, and stakeholder support rather than hands-on application development.

Survey Operations & Program Management

Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities.

Ensure survey programs are launched accurately and on schedule.

Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications.

Partner with business stakeholders to identify and implement process improvements related to survey operations.

Maintain survey-related configurations, user assignments, and operational controls.

Customer Engagement & Respondent Services

Support CRM-driven customer engagement and respondent service initiatives.

Collaborate with internal teams to resolve customer service issues and operational challenges.

Ensure business processes and workflows are functioning effectively and efficiently.

Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement.

Knowledge Management & Self-Service Support

Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users.

Support search functionality and content organization to improve information accessibility.

Partner with business teams to ensure knowledge resources remain current and accurate.

Data Management & System Support

Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes.

Support integrations and data exchanges between CRM systems and related applications.

Work with technical teams to troubleshoot data and system issues impacting business operations.

Reporting & Performance Monitoring

Develop and maintain operational reports, dashboards, and performance metrics.

Track survey activity, customer interactions, operational effectiveness, and service delivery metrics.

Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes.

Operational Support & Continuous Improvement

Monitor system performance and operational processes to identify issues and improvement opportunities.

Coordinate issue resolution efforts with technical and business teams.

Support platform upgrades, process enhancements, and modernization initiatives.

Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.

Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.

5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.

Experience managing complex business processes and cross-functional projects.

Strong communication and stakeholder management skills.

Experience working in Agile or fast-paced operational environments.

Dental insurance

Flexible schedule

Flexible spending account

Health insurance

Health savings account

Life insurance

Professional development assistance

Retirement plan

Tuition reimbursement