Operations Manager Jobs in Charlotte, NC

Job Summary

This role serves as the operational subject matter expert within the Operations Design & Analytics department. This position is responsible for identifying performance opportunities, conducting operational discovery and root cause analysis, facilitating Voice of Customer (VOC) engagements, and developing actionable solutions that improve center, market, and regional performance. The position serves as the bridge between Analytics and Change Management by translating operational insights into action plans, process improvements, operational standards, and business requirements. The role also serves as the operations representative for KPI development, business definitions, operational data stewardship, and operational centralization initiatives.

This is What You’ll Do

• Evaluate center, market, and regional performance to identify operational risks, performance gaps, efficiency opportunities, and improvement priorities.
• Lead operational discovery efforts, Voice of Customer (VOC) engagements, and root cause analysis to validate business challenges and identify sustainable solutions.
• Develop operational action plans and solution recommendations, ensuring validated root causes, operational requirements, accountable owners, timelines, and measurable success criteria are clearly defined.
• Design and maintain operational processes, standards, playbooks, and best practices that support consistency, scalability, and business performance across the donor center network.
• Serve as the Operations department subject matter expert for KPI definitions, business rules, reporting requirements, and data governance initiatives, ensuring operational data accurately reflects business processes and intended outcomes.
• Identify opportunities to centralize, automate, or simplify operational and administrative work to improve efficiency, reduce center burden, and enhance operational effectiveness.
• Evaluate operational drivers impacting donor growth, donor retention, donor experience, workforce stability, and overall center performance, providing recommendations to improve business outcomes.
• Partner with field leadership, support departments, and cross-functional stakeholders to align priorities, define operational requirements, and support solution development.
• Provide operational consultation and subject matter expertise to support deployment, implementation, and sustainment activities led by partner teams.
• Perform other duties as assigned.

This is What it Takes

Minimum Requirements

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, Industrial Engineering, Organizational Leadership, Analytics, or related field.
• In lieu of a bachelor's degree, an equivalent combination of education and operational leadership experience may be considered.
• Five (5) years of experience in operations management, operational excellence, process improvement, business operations, healthcare operations, or related operational leadership roles.

Required Certifications, Licenses, and Registrations

• None required.
• Lean, Six Sigma, or equivalent certification preferred.

Knowledge, Skills, and Abilities

• Strong operational problem-solving and analytical capabilities.
• Ability to translate operational challenges into actionable solutions and business recommendations.
• Knowledge of process improvement methodologies, root cause analysis techniques, and operational performance management.
• Strong facilitation, stakeholder engagement, and relationship-building skills.
• Ability to interpret operational data and translate findings into business decisions.
• Knowledge of KPI governance, business definitions, reporting requirements, and data stewardship principles.
• Understanding of operational compliance requirements, quality standards, and regulatory expectations within a healthcare or regulated environment.
• Strong written, verbal, presentation, and documentation skills.
• Ability to influence and drive alignment across multiple departments without direct authority.
• Proficiency with Microsoft Office products and experience working with reporting and visualization tools such as Power BI preferred.

Physical Requirements

• Ability to sit for extended periods of time
• Ability to use a computer and other office equipment
• Ability to occasionally lift and carry up to 20 pounds
• Ability to reach, bend, and stoop as necessary
• Ability to communicate effectively, both verbally and in writing
• Ability to focus and concentrate on tasks for extended periods
• Ability to navigate the office environment safely, including stairs and elevators (if applicable)
• Ability to travel up to 20% via airplane or vehicle (if applicable)
• Ability to use assistive devices if needed for mobility or communication