Corporate Manager

Department: Customer Operations

Reports To: Department Director

Employment Type: Full-Time

FLSA Classification: Exempt

Work Location: Hybrid; must be located in or near San Antonio, TX

Position Summary

The Operations Manager is an experienced, hands-on leader who owns the day-to-day performance of an operational department. This is not an entry-level or developmental position. The organization is looking for someone who already knows how to run a department well: someone who sets a clear standard, holds people to it, and does not need to be managed themselves.

Reporting to the VP of Operations, the Operations Manager is directly accountable for the department's production, quality, and accountability culture. This person identifies problems before they're escalated, builds solutions without waiting to be told, and brings a level of professionalism and ownership that raises the standard for everyone around them.

The Operations Manager is given real authority over their department's people and workflows, and is expected to use sound, independent judgment in exchange for that authority, escalating only what genuinely requires the VP's involvement and handling everything else.

Key Responsibilities

Department Leadership & Team Management

• Own the day-to-day operations of the department, ensuring workflow, staffing, and production run smoothly without requiring constant oversight from above.

• Directly manage department staff, including scheduling, time-off approvals, coverage planning, and day-to-day performance management.

• Conduct regular performance reviews and 1:1 feedback sessions, setting clear expectations and holding staff accountable to them.

• Coach underperformance directly and decisively, including corrective action plans and disciplinary action when warranted.

• Set a visible standard of professionalism, urgency, and ownership, and hold the team to that same standard.

• Identify leadership potential within the team and develop staff for future growth and expanded responsibility.

Production & Performance Accountability

• Own the department's key performance indicators (KPIs) and production targets, and be directly accountable for hitting them.

• Monitor individual and team performance on an ongoing basis, identifying underperformance early and acting on it without delay.

• Build and enforce clear performance standards, ensuring expectations are understood and consistently applied across the team.

• Diagnose root causes when production or quality slips, whether people, process, or tooling, and resolve them proactively.

• Recognize and reinforce high performance to sustain a strong, accountable team culture.

Process & Workflow Ownership

• Evaluate and improve department workflows, procedures, and documentation on an ongoing basis, without waiting for direction.

• Identify inefficiencies, bottlenecks, and risks within the department, and implement practical solutions independently.

• Standardize processes and documentation so the department can scale and perform consistently, regardless of who is executing the work.

• Partner with Training & Development to close skill and process gaps that affect performance.

• Ensure Team Leads conduct regular quality checks on their own teams' work.

Cross-Functional Collaboration

• Partner with other department leaders to resolve cross-functional issues, dependencies, and resource needs.

• Coordinate with Human Resources on staffing, performance, and disciplinary matters in accordance with company policy.

• Represent the department's needs and constraints clearly and professionally in cross-functional discussions.

Reporting & Executive Communication

• Provide the VP of Operations with regular, concise reporting on department performance, risks, and outcomes, without requiring the VP to ask.

• Escalate only what genuinely requires executive involvement, arriving with a clear recommendation rather than just a problem.

• Maintain accurate, current documentation of department performance, decisions, and personnel matters.

Qualifications

• 5+ years of experience leading an operational team or department, with a track record of driving measurable performance improvement.

• Proven ability to manage people directly, including performance reviews, coaching, corrective action, and disciplinary decisions, with minimal guidance.

• A self-starter who identifies problems and builds solutions independently, rather than waiting for direction.

• Strong accountability instincts: sets clear expectations, follows through, and does not let underperformance go unaddressed.

• Comfortable operating with real decision-making authority and exercising sound, independent judgment.

• Strong organizational, communication, and process-improvement skills.

• Prior experience in a fast-paced, production- or metrics-driven operational environment strongly preferred.

• Fluency in HubSpot or other CRM platforms for managing workflows, records, and reporting.

• Working proficiency in Google Enterprise (Workspace) and Microsoft Enterprise (365) environments.

• Experience using online phone platforms for external customer communication and call management.

• Proficiency with Slack for internal team communication and coordination.

Benefits

• Fully remote
• Medical, dental, vision
• 401k