The Operations Manager owns the day-to-day execution engine of the Casualty Loss division, carrying an engagement from signed agreement through to a CPA-ready package delivered on time. This role leads the case management team, builds and enforces the processes that move cases through the pipeline, and holds accountability for throughput, capacity, and cycle time as the division scales. This role also manages the appraiser network that values each case, which includes holding these vendors accountable to throughput and quality. The Operations Manager partners closely with Sales and Quality Control to keep handoffs clean and deliver the highest possible work quality. This role requires the ability to work onsite in our San Diego office.
Primary Responsibilities: - Own the end-to-end engagement workflow from signed engagement to CPA-ready package delivery, driving case cycle time toward the division's target
- Own the appraiser network, holding outside appraisers accountable to clear throughput and quality standards
- Lead, schedule, and develop the case management team, planning capacity against the concurrent-case load carried by each staffed head
- Build, document, and continuously improve Standard Operating Procedures across the operations function
- Perform hands-on casework directly as needed, particularly early on, with that share expected to shrink as appraisal-process ownership and volume grow
- Own operational data integrity in our CRM, including pipeline stage hygiene, task management, and reporting
- Plan capacity against the concurrent-case load carried by each case-carrying head, holding throughput at full capacity without quality slipping
- Coordinate handoffs among Business Development, Sales, Operations, and Quality Control to keep cases moving without rework
- Manage document intake, deduction workpaper assembly, and client and CPA coordination through the engagement cycle
- Track and report operational KPIs, including cycle time, throughput, capacity utilization, and on-time delivery
- Support the hiring, onboarding, and ramp-to-productivity of case-carrying staff
- Perform other duties as assigned, contributing to a collaborative and high-performing team environment
Knowledge, Skills and Abilities: - Vendor and process accountability, with the ability to hold an external party to throughput and quality standards without direct employment leverage
- Proven operations and team-management experience in any industry; casualty-loss or tax expertise is not required and is trained on the job
- Workflow and process architecture, designing a repeatable path that connects dependent teams and functions and getting people to follow it
- Metrics discipline, setting, tracking, and defending cycle-time, throughput, and vendor-performance targets
- Coaching and accountability, holding both the team and outside vendors to a standard without quietly absorbing the work
- Ability to ramp quickly into an unfamiliar technical or regulatory domain without needing to be the expert on day one
- Proficiency with Salesforce or a comparable CRM, including reporting and data hygiene
- Strong organizational and time-management skills with attention to detail
- Clear, professional written and verbal communication
- Comfort operating in a fast-paced, high-growth environment with evolving priorities
Minimum Qualifications: - Bachelor's degree in business, operations, or a related field
- Three or more years of operations experience, including a track record managing people, workflow, or vendors at scale
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Experience with Salesforce or comparable CRM
- Ability to work onsite in our San Diego office
Competencies: - Accountability
- Leadership
- Communication
- Organizational Skills
- Adaptability
- Initiative
- Problem Solving
- Teamwork
Expected salary range is $110,000 - $120,000.
