Ignite 33
Operations Manager
Suitland-Silver Hill, Maryland, United States
Sponsorship not specifiedDetected 48 days ago
Stakeholder ManagementCRMOperations ManagementCustomer SupportLeadershipCommunicationProblem SolvingPublic Speaking
About the role
- This role is responsible for overseeing survey onboarding and rollover activities, managing customer communications, maintaining knowledge management resources, supporting operational reporting, and coordinating system integrations.
- The ideal candidate will have experience managing complex business processes, supporting CRM platforms, working with cross-functional teams, and driving operational improvements.
- Ensure survey programs are launched accurately and on schedule.
Responsibilities
- Survey Operations & Program Management Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities.
- Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications.
- Partner with business stakeholders to identify and implement process improvements related to survey operations.
- Maintain survey-related configurations, user assignments, and operational controls.
- Customer Engagement & Respondent Services Support CRM-driven customer engagement and respondent service initiatives.
- Collaborate with internal teams to resolve customer service issues and operational challenges.
- Marketing Campaign Support Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement.
- Support email and SMS communication initiatives and monitor campaign effectiveness.
- Knowledge Management & Self-Service Support Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users.
- Support search functionality and content organization to improve information accessibility.
Requirements
- Bachelor's degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience.
- 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions.
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