Document Processing Operations Manager
Document Processing Operations Manager Remote | Quarterly Travel Required Our client is a growing technology company serving the property management industry, providing software solutions that help property management professionals streamline vendor relationships, compliance, and maintenance operations. We are seeking a Document Processing Operations Manager to lead the performance and continued growth of a high-volume document processing function. This is a leader-of-leaders role, responsible for managing Processing Supervisors who oversee day-to-day frontline operations. This person will establish operating standards, develop and coach people leaders, build meaningful KPI and reporting frameworks, and identify opportunities to improve efficiency, quality, and employee retention. The ideal candidate is highly analytical, operationally minded, and comfortable leading through others in a fast-paced, high-volume environment. What You'll DoLeadership & Team Development Lead and develop a team of Processing Supervisors, setting clear expectations and cascading departmental goals to frontline teams Coach Supervisors through regular one-on-ones, performance conversations, and development plans Build staffing strategies, capacity plans, and workload-balancing processes across shifts and queues Hold Supervisors accountable for operational performance and day-to-day execution Drive employee engagement and retention through career development, succession planning, and recognition programs Establish a collaborative, accountable, and customer-focused culture Partner with HR on employee relations and performance management matters Operational Strategy & Efficiency Establish and monitor service-level targets and operating standards Develop and execute an ongoing efficiency roadmap focused on improving throughput, reducing rework, and maintaining accuracy Identify opportunities to improve workflows, processes, technology, and automation Evaluate operational capacity and make recommendations to support business growth Performance, Metrics & Reporting Develop and maintain a KPI framework measuring areas such as throughput, accuracy, turnaround time, productivity, and cost Establish reporting cadences that provide clear visibility into departmental performance Analyze trends in volume, productivity, queues, and response times to proactively identify capacity needs Use operational data to make informed staffing, workflow, and performance decisions Present performance insights and recommendations to senior leadership Process & Compliance Own the department's SOPs, processes, and internal controls Ensure teams consistently follow company policies and applicable client compliance requirements Maintain documentation and controls that are audit-ready for internal and client reviews Lead the implementation of new tools, systems, and processes from planning through adoption Partner with Product, Support, Client Success, and other teams to address upstream issues contributing to processing volume and exceptions
What We're Looking For:
- Proven experience leading through others, including management of Supervisors, Team Leads, or other people managers
- Strong analytical and operational mindset with the ability to translate data into staffing, process, and performance decisions
- Demonstrated success improving efficiency, quality, productivity, or employee retention in a high-volume environment
- Experience developing and managing KPIs and operational reporting
- Strong change-management skills and the ability to drive adoption of new processes and technology
- Excellent written and verbal communication skills, including the ability to present performance and recommendations to senior leadership
- Experience in document processing, insurance, compliance, credentialing, shared services, or a similar operational environment is a plus
Requirements:
- Bachelor's degree or equivalent professional experience 5+ years of experience in document processing, operations, shared services, or a similar high-volume environment
- At least 2 years of experience managing people leaders
- Ability to travel approximately quarterly for team meetings, business needs, or other company events
Why Join?
- Fully remote opportunity
- Medical, dental, and vision insuranceHSA, FSA, and DCFSAShort- and long-term disability insurance
- Company-paid standard life insurance
- Generous paid time off7 paid holidays + 1 floating holiday
- Maternity leave 401(k) with company match
- Employee Assistance Program
This is an opportunity to take ownership of a critical operational function, develop a team of leaders, and make a measurable impact on the efficiency and scalability of a growing organization.