Operations Manager, Process Improvement and Implementation, Certification

At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent. We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.

The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies.

As the Operations Manager, Process Improvement and Implementation, you will lead a high-performing team of Certification analysts, driving operational excellence by identifying and resolving inefficiencies for Operations in the Certification business unit. You will advance technology and processes, ensuring operational workflows are scalable and adaptable to meet evolving business needs. This role collaborates closely with product development teams, maintaining comprehensive training programs to prepare the team for new tools and processes. You will work to align operational best practices with regulatory requirements, ensuring process improvements contribute to quality assurance and business goals.

What You'll Do

• Manage, coach, and develop a high-performing team of Certification analysts, fostering a positive work environment and holding team members accountable for meeting KPIs and performance standards.
• Lead initiatives to identify and resolve operational inefficiencies
• Ensure that all program documentation adheres to company standards and supports operational enablement and scalability.
• Drive advancements in technology and process development to enhance operational capabilities, ensuring that systems and tools evolve to meet business needs.
• Serve as the primary contact for product development teams, overseeing User Acceptance Testing (UAT) to ensure that new product features and updates align with operational requirements and contribute to improved efficiency.
• Develop and maintain comprehensive training programs and materials to support the ongoing development of team members. Ensure readiness for the adoption of new tools, processes, and technologies.
• Work closely with Senior Operations Manager, Policy and Compliance to align operational processes, documentation, and training with regulatory requirements and new subject matter expertise.
• Proactively partner with colleagues to ensure that all process improvements contribute to better quality assurance outcomes.
• Actively engage in behaviors that reflect LegitScript’s core values: Be Awesome, Be Open, Be Thoughtful, and Be Invested.
• Work closely with internal teams such as Client Relations, Sales, Marketing, and Product to ensure that operational execution aligns with broader business objectives.Lead efforts to streamline internal processes, ensuring that workflows are efficient and aligned with performance targets.
• Ensure that as new services or jurisdictions are added, operational workflows are adapted to meet emerging business needs.

What You'll Bring

• Expertise in identifying operational inefficiencies and leading initiatives to optimize processes, technology, and documentation. Skilled in developing and refining processes that drive operational excellence.
• Strong ability to create, maintain, and improve operational documentation and training programs, ensuring team enablement and efficiency.
• Experience with UAT.
• Strong verbal and written communication skills, with the ability to effectively lead discussions in both group and one-on-one settings.
• Excellent organizational skills, adept at managing multiple priorities and making sound decisions independently to solve complex problems.
• High attention to detail with a focus on delivering precise, high-quality work in all areas of responsibility.
• Collaborative leadership style, working closely with other managers and cross-functional teams to ensure that process improvements enhance overall efficiency without compromising compliance or performance.
• Demonstrated experience in building, coaching, and managing high-performing teams, fostering a culture of continuous improvement, and guiding teams through periods of growth and change.
• Strong ability to work in dynamic and evolving markets with a continuous improvement mindset.
• Open to feedback and adaptable to change, viewing it as an opportunity for growth and enhancement of operational processes.
• Excellent time management and problem-solving skills, allowing for the delivery of high-quality work even under pressure.
• Proficient in MacOS, Google Workspace (Sheets, Docs, etc.), and Microsoft Excel.
• Skilled in professional writing, with experience developing and reviewing documentation to support team efficiency and compliance initiatives.
• Open to candidates with a 4-year college degree or a comparable blend of education and experience. We value practical skills, strong work ethic, and passion for learning, regardless of formal education.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Please note that visa sponsorship is not available for this position. We cannot support international remote work.

In addition to competitive salaries, full-time employees enjoy a great benefits package:

• Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans
• 401k with company match and immediate vesting
• Generous paid time off package and 11 paid holidays
• And much more!

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in LegitScript’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.