SENIOR OPERATIONS MANAGER DELIVERY & ACTIVATION

Responsive recruiter

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Senior Operations Manager, Delivery & Activation

Impact

We are an agile, growing business building the next evolution of background investigations. We need a hands-on operations leader who has helped scale a growing business, knows how to make progress without a large corporate infrastructure, and takes ownership from problem to solution. You will dig into details, strengthen processes, and use technology thoughtfully to make operations more reliable and efficient. Your impact spans activating the contracts we win, sustaining excellent service delivery, and helping KENTECH Consulting Inc. grow.

Position Overview

KENTECH is growing across public sector, healthcare, and higher education. We need a resourceful, hands-on leader who can scale operations, develop accountable teams, and translate new business into reliable, high-quality delivery and long-term client growth. You will lead implementation, quality, capacity, financial performance, and process improvement, using existing systems and technology, including AI tools, to improve results. This is an ownership role, not an oversight-only position.

Core responsibilities & performance targets

Launch & activation | 50% shorter time from contract authorization to first order

Own the transition from signed agreement to launch and stable delivery. Coordinate discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers. You will partner with Client Success, the owner of the commercial partnership. Confirm billing contacts, invoicing terms, and reporting before go-live.

Delivery & client outcomes | 98% on-time delivery

Direct Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads. Own client service levels, file quality, backlogs, turnaround, and issue resolution. Investigate root causes, validate corrective actions, and escalate material compliance defects promptly. Preserve Audit's independent escalation path to the COO. Build Verification's capacity for growth.

Capacity & cost | 50% reduction in operating costs while increasing service capacity

Forecast demand, allocate workloads, improve throughput, and manage coverage using productivity, utilization, cost per case, COGS, gross margin, and service data. Distinguish genuine headcount needs from process and performance issues. Recommend staffing, contractor, workflow, and technology changes with HR, Finance, and the COO. Measure progress against the 50% cost-reduction target while increasing capacity; establish the baseline and measurement period with leadership.

Systems & management cadence | 100% of applicable company processes documented and usable

Document, review, and optimize applicable operational processes Lumina, KENTECH's internal learning management system; build engaging training resources and validate that others can follow the SOPs. Run weekly operating reviews covering delivery performance, client outcomes, priorities, risks, and corrective actions. Use dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance. Resolve routine issues and escalate exceptions to the COO.

Required qualifications

• Operational scaling and leadership. 7+ years leading deadline-driven, high-volume service operations, including hands-on experience scaling a growing business and managing supervisors or functional leads.
• Execution and ownership. Proven ability to personally diagnose bottlenecks, lead launches, make decisions with limited resources, and maintain delivery commitments as priorities change.
• Technology and AI proficiency. Demonstrated ability to use AI tools, automation, and operational technology effectively to streamline workflows, analyze performance, solve business problems, and improve service delivery. Able to give specific examples of practical application and measurable results; software development expertise is not required.
• Quality and compliance. Experience owning service quality, corrective action, and process controls in a compliance-sensitive or regulated environment; able to learn applicable FCRA requirements quickly.
• Financial and capacity management. Working command of operating metrics and P&L drivers, including cost of goods sold, gross margin, productivity, labor utilization, cost per case, and workforce planning; uses the data to improve delivery economics.
• Systems and operational discipline. Able to use existing case management platforms and performance data to standardize, improve, and scale workflows, including SOPs and effective knowledge transfer.
• Independent, resourceful execution. Effective in a remote, fast-changing environment; investigates unfamiliar issues independently, communicates clearly, and follows through without constant direction.
• Confidentiality and judgment. Demonstrated discretion with sensitive client, consumer, employee, and investigative information.

Preferred experience

• Background screening, investigations, or public records.
• Public sector, federal, military, or law enforcement operations.
• Standing up new client programs or implementations.
• Managing distributed or offshore teams.

The particulars

Employment: Full-time, W-2, remote

Reports to: Chief Operating Officer

Direct reports: Five functional leads across Investigations, Verifications, Audit, Criminal Research, and Operations Support, and their teams

Base salary: $75,000-$95,000 depending on experience

Also included: Health, dental, and vision insurance; paid time off and flex time; 401(k) & Profit Sharing; company-sponsored short-term disability, long-term disability, and life insurance.

Interview process

Final-stage candidates work through a practical exercise built on three operating situations common to our industry: bringing a newly contracted account into service, managing a launch that depends on a third party, and raising the quality bar on a document-intensive process. We will ask how you would sequence the work, who you would hold accountable, and what you would change so issues do not recur.

We evaluate how you approach real problems and how you lead people. We look for ownership, sound operational judgment, candor, resourcefulness, clear communication, and the ability to drive accountability while bringing teams through change.

Compensation: $75,000.00 - $95,000.00 per year