Operations Manager, Workforce Planning and Performance, 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.

The Operations Manager, Workforce Planning and Performance is responsible for driving operational excellence by analyzing key metrics, overseeing quality assurance, and ensuring operational capacity aligns with business goals. This role leads a team of Certification analysts, providing leadership, coaching, and promoting a culture aligned with LegitScript’s values. The manager will optimize staffing and resources to meet departmental goals and key performance indicators (KPIs), while collaborating with internal and outsourced teams to ensure smooth operations and high-quality service delivery.

What You'll Do

• Develop and implement workforce planning strategies to ensure optimal staffing levels aligned with departmental goals and KPIs.
• Coordinate all analyst schedules, including time-off requests and assignments, to ensure smooth operations.
• Hire, 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.
• Establish and track key performance indicators (KPIs) and success metrics to monitor team effectiveness. Regularly present performance data and actionable insights to stakeholders to drive operational improvements.
• Implement and oversee quality assurance processes to maintain high standards of service. Monitor team output and ensure the consistent delivery of high-quality work.
• Conduct capacity analysis to optimize resource distribution across projects, clients, and deliverables. Ensure resource allocation meets business objectives and operational capacity aligns with client needs.
• Leverage program health data and analytics to assess performance trends, present data-driven insights, performance trends, and recommendations for operational improvements to stakeholders.
• Develop and maintain departmental reports and dashboards using tools like Databricks and Tableau.
• Ensure seamless delivery of services for enterprise and referral partnerships, focusing on meeting high-quality standards, client expectations, and aligning resources to ensure smooth execution.
• Manage relationships with outsourced teams, ensuring they meet performance standards, KPIs, and contractual obligations. Partner with third-party staffing augmentation services to align outsourced operations with internal goals.
• Work closely with internal teams such as Client Relations, Sales, Marketing, and Product to ensure that operational execution aligns with broader business objectives.
• Prepare and present regular reports to leadership, providing data-driven insights on team performance, productivity, and operational efficiency to guide decision-making.
• Ensure that jurisdictional and service expansions are effectively staffed, allocating resources to meet regulatory and operational demands without compromising quality standards.
• Engage in behaviors that reflect LegitScript’s core values: Be Awesome, Be Open, Be Thoughtful, Be Invested. Foster a growth mindset by being open to feedback and viewing change as an opportunity for development.

What You'll Bring

• 1-3 years experience managing people or programs
• Proven ability to implement and oversee quality assurance processes, ensuring high service standards.
• Strong analytical skills in leveraging operational health data and program metrics to assess performance trends and recommend operational improvements.
• Proficiency in interpreting complex data sets and providing actionable insights for stakeholders.
• Ability to conduct capacity analysis and optimize resource distribution based on client needs and project demands.
• Demonstrated ability to build, coach, and manage high-performing teams, fostering continuous improvement and aligning team performance with operational KPIs.
• Excellent communication skills, with the ability to lead discussions in group settings and one-on-one. Proficient in professional writing and reviewing documentation to ensure clarity and accuracy.
• Experience in developing departmental reports and dashboards using tools like Tableau, Salesforce, and/or Databricks.
• Outstanding organizational skills, with the ability to manage multiple priorities, solve complex operational challenges, and ensure timely completion of tasks.
• Experience leading teams through periods of growth and operational change, ensuring successful scaling of team size and client base while maintaining high performance standards.
• Exceptional attention to detail, ensuring the delivery of high-quality work across all operational responsibilities and maintaining high standards of performance and accuracy.
• Proficient in MacOS, Google Workspace (Sheets, Docs, etc.), and Microsoft Excel.
• 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.