We are seeking an experienced Operations Manager to support and enhance survey operations, customer engagement initiatives, respondent services, and CRM-related business processes. 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. While familiarity with CRM and workflow systems is beneficial, this role is focused primarily on business operations, process management, system administration, and stakeholder support rather than hands-on application development.
Key Responsibilities
Survey Operations & Program Management
- Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities.
- Ensure survey programs are launched accurately and on schedule.
- 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.
- Monitor and improve respondent experiences across communication channels.
- Collaborate with internal teams to resolve customer service issues and operational challenges.
- Ensure business processes and workflows are functioning effectively and efficiently.
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.
- Assist with audience segmentation, communication strategies, and campaign execution.
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.
- Partner with business teams to ensure knowledge resources remain current and accurate.
Data Management & System Support
- Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes.
- Support integrations and data exchanges between CRM systems and related applications.
- Work with technical teams to troubleshoot data and system issues impacting business operations.
- Assist in testing and validating system changes and enhancements.
Reporting & Performance Monitoring
- Develop and maintain operational reports, dashboards, and performance metrics.
- Track survey activity, customer interactions, operational effectiveness, and service delivery metrics.
- Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes.
- Prepare reports and presentations for leadership and program stakeholders.
Operational Support & Continuous Improvement
- Monitor system performance and operational processes to identify issues and improvement opportunities.
- Coordinate issue resolution efforts with technical and business teams.
- Support platform upgrades, process enhancements, and modernization initiatives.
- Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery.
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.
- Experience managing complex business processes and cross-functional projects.
- Strong analytical, organizational, and problem-solving skills.
- Experience creating reports, dashboards, and operational metrics.
- Strong communication and stakeholder management skills.
- Experience working in Agile or fast-paced operational environments.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Skills Required
- Bachelor's degree in Business Administration, Information Systems, Operations Management, or related field, or equivalent experience.
- 5+ years experience supporting business operations, CRM platforms, survey management programs, or customer engagement initiatives.
- Experience managing complex business processes and cross-functional projects.
- Strong analytical, organizational, and problem-solving skills.
- Experience creating reports, dashboards, and operational metrics.
- Strong communication and stakeholder management skills.
- Experience working in Agile or fast-paced operational environments.
What We Do
Passion and Purpose. We are a start-up borne out of a group of architects and engineers providing solutions that transform with digital breakthroughs. We Partner - Partnership to us means being all in - on the ground, in the weeds, producing and delivering mission solutions. We Innovate - driving digital innovation and experimentation to improve decision services for the American people. We Engage – co-creating to deliver HCD (human centered design) to solve tour customers digital challenges. We Deliver – and take pride and accountability in everything we do. We are Ignite IT. Ignite IT deploys teams that are customer-obsessed, delivering a CX (Customer Experience) renaissance to our Private and Public Sector customers. We combine Commercial BX (Business of Experience) with customer delivery experts to benefit agencies to innovate and improve services and launch new digital solutions. We have built a company foundation dependent on each of our employee’s success, and provide a healthy, engaging, community where learning and knowledge sharing are encouraged. We empower our employees to be bold, continually innovate and propose new ideas to improve processes and services. We engage daily on work that touches millions of people, always focusing on positive impacts and results. We enable mission services that enable Enterprise companies to succeed in digital transformation, protect Border Agents, deploy the Army Reserve and National Guard, providing decision dominance to make America safer. We apply these digital services across the Private and Public Sectors to include include HHS, DHS, AOUSC and Army. We aim to continually raise the bar for our customers to expect more from their digital services. For more information, visit www.igniteitservices.com
