Document Processing Operations Manager

Document Processing Operations ManagerRemote | Quarterly Travel RequiredOur 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 DevelopmentLead and develop a team of Processing Supervisors, setting clear expectations and cascading departmental goals to frontline teamsCoach Supervisors through regular one-on-ones, performance conversations, and development plansBuild staffing strategies, capacity plans, and workload-balancing processes across shifts and queuesHold Supervisors accountable for operational performance and day-to-day executionDrive employee engagement and retention through career development, succession planning, and recognition programsEstablish a collaborative, accountable, and customer-focused culturePartner with HR on employee relations and performance management mattersOperational Strategy & EfficiencyEstablish and monitor service-level targets and operating standardsDevelop and execute an ongoing efficiency roadmap focused on improving throughput, reducing rework, and maintaining accuracyIdentify opportunities to improve workflows, processes, technology, and automationEvaluate operational capacity and make recommendations to support business growthPerformance, Metrics & ReportingDevelop and maintain a KPI framework measuring areas such as throughput, accuracy, turnaround time, productivity, and costEstablish reporting cadences that provide clear visibility into departmental performanceAnalyze trends in volume, productivity, queues, and response times to proactively identify capacity needsUse operational data to make informed staffing, workflow, and performance decisionsPresent performance insights and recommendations to senior leadershipProcess & ComplianceOwn the department's SOPs, processes, and internal controlsEnsure teams consistently follow company policies and applicable client compliance requirementsMaintain documentation and controls that are audit-ready for internal and client reviewsLead the implementation of new tools, systems, and processes from planning through adoptionPartner with Product, Support, Client Success, and other teams to address upstream issues contributing to processing volume and exceptionsWhat We're Looking ForProven experience leading through others, including management of Supervisors, Team Leads, or other people managersStrong analytical and operational mindset with the ability to translate data into staffing, process, and performance decisionsDemonstrated success improving efficiency, quality, productivity, or employee retention in a high-volume environmentExperience developing and managing KPIs and operational reportingStrong change-management skills and the ability to drive adoption of new processes and technologyExcellent written and verbal communication skills, including the ability to present performance and recommendations to senior leadershipExperience in document processing, insurance, compliance, credentialing, shared services, or a similar operational environment is a plusRequirementsBachelor's degree or equivalent professional experience5+ years of experience in document processing, operations, shared services, or a similar high-volume environmentAt least 2 years of experience managing people leadersAbility to travel approximately quarterly for team meetings, business needs, or other company eventsWhy Join?Fully remote opportunityMedical, dental, and vision insuranceHSA, FSA, and DCFSAShort- and long-term disability insuranceCompany-paid standard life insuranceGenerous paid time off7 paid holidays + 1 floating holidayMaternity leave401(k) with company matchEmployee Assistance ProgramThis 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.