This is a remote role; however, we only operate in the following states: AZ, FL, GA, IL, IN, MA, MI, MN, MO, NC, NJ, NY, OH, PA, TX and WI.JOB SUMMARYThe Manager, Administrative Operations & Support Services leads a centralized, multi-disciplinary team within the organization's Administrative Operations Support Centers of Excellence (COE) framework. This role is accountable for delivering comprehensive administrative support to Shared Services functions and Professional Services consultants. The role is instrumental in facilitating efficient enterprise-wide administrative support coordination, maintaining seamless communication and operations, including support for senior executives with high-level administrative needs.
Given the organization's current size and growth trajectory, this is a true player/coach role. The Manager both leads the team and drives execution of high-priority initiatives, stepping in across service lines as needed. This individual combines strategic vision with a willingness to roll up their sleeves, setting the standard for the team through direct example.
Service areas under this role's stewardship span the full range of the firm's administrative support needs, including document production, research services, marketing support, executive calendaring, corporate travel, client contracting and Statement of Work (SOW) administration, and related administrative operations. This role reports to the Chief Human Resources Officer (CHRO) within SCH Shared Services - Administrative Operations.
PRIMARY ACCOUNTABILITIESTeam Leadership & COE Operations- Recruit, onboard, develop, and manage a team of administrative operations professionals supporting the enterprise
- Partner with the Lead(s) to monitor service levels, timeliness, and team output quality, and collaborate on developing measures of success
- Establish COE operating standards, service-level agreements (SLAs), and quality benchmarks
- Conduct regular performance reviews, provide ongoing coaching, and build development plans aligned with individual career goals
- Personally execute high-priority or complex work across any service line, functioning as an individual contributor when volume, urgency, or quality demands it
- Champion a culture of continuous improvement, adaptability, and ownership at every level of the team
- Foster a culture of proactiveness, accountability, and responsiveness across the team
- Own the structure and ongoing development of COEs, including rosters, RACI matrices, and workstream coverage
- Serve as the escalation point for cross-COE resourcing and prioritization decisions
Cross-Functional Partnership- Partner with consulting teams and enterprise leadership to align administrative support capacity with engagement needs
- Ensure the team partners proactively with enterprise leaders and associates to remove administrative burden from their workload, enabling them to focus on client delivery and engagement success.
- Collaborate with HR and operations leadership on staffing, policy, and organizational design matters affecting the operations support team
- Build and maintain relationships with internal stakeholders across the firm to facilitate effective communication and service delivery
- Represent the administrative workforce on firm-wide initiatives, committees, and cross-functional projects, ensuring the team's perspective and capacity are considered in decision-making
- Identify and recommend operational improvements, including process, technology, and staffing model enhancements that increase efficiency and service quality across the support function
- Uphold professional and technical standards in line with the firm's code of conduct, exercising discretion in handling confidential and sensitive information
Enterprise Contracting COE- Oversee the Contracting COE to ensure every SOW is tracked through to signature and completion following negotiation by the consulting team
- Ensure new client and engagement setup is completed accurately across finance and operational systems to enable timely invoicing
- Partner with legal, finance, and business stakeholders to ensure contract compliance
- Oversee the Contracting COE to ensure processes are documented, standard templates and approval workflows are developed, and contract repository infrastructure is in place
- Identify and implement process improvements that create scalable, repeatable workflows across the contracting lifecycle
Document Production COE- Oversee and contribute to the preparation, formatting, editing, and quality review of proposals, reports, presentations, contracts, and correspondence
- Ensure all deliverables adhere to firm branding, formatting, and style standards, maintaining a consistent and professional presentation across client-facing and internal documents
- Implement document management best practices, including version control, naming conventions, and template libraries
Research Services COE- Manage a centralized research support function providing consultants and shared services leaders with business intelligence, competitive data, and industry analysis
General Administrative COE- Oversee calendar management for senior leaders, shared services directors, and professional services engagement managers, implementing standardized scheduling protocols and priority-setting frameworks
- Serve as liaison with Finance to support the Billing COE, ensuring timely invoicing and expense activities
- Oversee the processing of expense reports for consultants and shared services staff in compliance with corporate policy
- Identify and implement process improvements that create scalable, repeatable workflows across administrative support functions
KNOWLEDGE, SKILLS & ABILITIESMinimum Required Qualifications- Bachelor's degree in Business Administration, or a related field; equivalent experience considered
- 7+ years of progressive experience in administrative services, operations, contracting/client services, or a combination of these disciplines
- 5+ years of direct team management experience, ideally in a professional services or COE environment
Skills & Competencies- Demonstrated ability to thrive as a player/coach, balancing hands-on involvement with effective delegation, process improvement, and development of team expertise
- Proficiency with enterprise productivity suites (Microsoft 365), client contracting platforms, and ERP or spend management systems
- Actively builds fluency with data-driven productivity tools, applying them to improve drafting, editing, and analytical work
- Strong project management skills; ability to manage competing priorities and deliver across multiple service lines simultaneously
- Exceptional written and verbal communication skills, including the ability to produce and review contracts and executive-level materials
- Analytical thinking applied to business process improvement and service optimization
- Skilled at managing stakeholder relationships through strategic questioning and consultative problem-solving
- Comfort embracing change and fostering a culture of inclusion across a growing team
- A collaborative, service-oriented mindset with sound judgment and discretion in handling sensitive information
Preferred Qualifications- Prior experience managing dynamic, distributed teams
- Experience in consulting or healthcare-related industries
WORK ENVIRONMENTWork location may be remote/hybrid. Minimal travel (
SALARY, BENEFITS AND PERKS- Competitive total compensation package
- Medical and dental coverage at no premium cost for employees
- 401(k) and profit-sharing retirement plans
- Flexible spending accounts
- Paid time off (PTO)
- Company-paid holidays
- Gender-neutral parental leave
- Bereavement and pet leave
- Continuing education and professional accreditation sponsorship
- Life and AD&D insurance
- Short- and long-term disability
- Employee assistance program
- Mental health support program
- Additional perks
The base salary range for this position is listed below. Actual salaries may vary depending on factors including but not limited to academic achievements, skills and experience. The range listed is just one component of the compensation package offered to candidates.
- $100,700 - $167,800 annually
