Note: The job is a remote job and is open to candidates in USA. KENTECH Consulting Inc. is seeking a hands-on operations leader to scale its background screening and investigative services. The Senior Operations Manager will lead client implementation and service delivery, improve quality and capacity, manage operational performance, and strengthen processes and systems.
Responsibilities
- Own the transition from signed agreement to launch and stable delivery. Coordinate discovery, configuration, implementation, internal owners, milestones, dependencies, and blockers. You will partner with Client Success, the owner of the commercial partnership. Confirm billing contacts, invoicing terms, and reporting before go-live
- Direct Investigations, Verifications, Audit, Criminal Research, and Operations Support through functional leads. Own client service levels, file quality, backlogs, turnaround, and issue resolution. Investigate root causes, validate corrective actions, and escalate material compliance defects promptly. Preserve Audit’s independent escalation path to the COO. Build Verification’s capacity for growth
- Forecast demand, allocate workloads, improve throughput, and manage coverage using productivity, utilization, cost per case, COGS, gross margin, and service data. Distinguish genuine headcount needs from process and performance issues. Recommend staffing, contractor, workflow, and technology changes with HR, Finance, and the COO. Measure progress against the 50% cost-reduction target while increasing capacity; establish the baseline and measurement period with leadership
- Document, review, and optimize applicable operational processes Lumina, KENTECH's internal learning management system; build engaging training resources and validate that others can follow the SOPs. Run weekly operating reviews covering delivery performance, client outcomes, priorities, risks, and corrective actions. Use dashboards, approved AI tools, and existing platforms to improve efficiency while maintaining accuracy, privacy, and compliance. Resolve routine issues and escalate exceptions to the COO
Skills
- 7+ years leading deadline-driven, high-volume service operations, including hands-on experience scaling a growing business and managing supervisors or functional leads
- Proven ability to personally diagnose bottlenecks, lead launches, make decisions with limited resources, and maintain delivery commitments as priorities change
- Demonstrated ability to use AI tools, automation, and operational technology effectively to streamline workflows, analyze performance, solve business problems, and improve service delivery
- Able to give specific examples of practical application and measurable results; software development expertise is not required
- Experience owning service quality, corrective action, and process controls in a compliance-sensitive or regulated environment; able to learn applicable FCRA requirements quickly
- Working command of operating metrics and P&L drivers, including cost of goods sold, gross margin, productivity, labor utilization, cost per case, and workforce planning; uses the data to improve delivery economics
- Able to use existing case management platforms and performance data to standardize, improve, and scale workflows, including SOPs and effective knowledge transfer
- Effective in a remote, fast-changing environment; investigates unfamiliar issues independently, communicates clearly, and follows through without constant direction
- Demonstrated discretion with sensitive client, consumer, employee, and investigative information
- Background screening, investigations, or public records
- Public sector, federal, military, or law enforcement operations
- Standing up new client programs or implementations
- Managing distributed or offshore teams
Benefits
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Flex time
- Profit Sharing
- Company-sponsored short-term disability
- Company-sponsored long-term disability
- Company-sponsored life insurance
- Remote work
Company Overview