Business Operations Manager (100% Remote)

Who we are:
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary:
ClearCaptions, a leading provider of caption phones for the hard of hearing is seeking a Business Operations Manager. This role will have responsibility for several aspects of our organizational transformation to streamline operational processes to accelerate profitable growth. Responsibilities include overseeing audits of TRS-URD program, enhancing customer validation processes, managing payment support teams, resolving payment disputes and other projects that are assigned. This role involves analyzing compliance data, providing training, and promoting a culture of accountability. This individual will be a data-minded problem-solver who can balance strategy with tactical execution. With the desire and ability to work with a collaborative and growth mindset.
This is a Remote/Work from Home position reporting to the Sr. Business Operations Manager.
What you will do:

• Facilitate successful implementation of new programs through the organization by ensuring a well-defined, efficient process is in place for launch.
• Partner with senior leadership to identify opportunities for process improvement.
• Develop and maintain a deep understanding of business processes to make recommendations for improvements to ensure efficient flow of critical business transactions.
• Monitor customer validation processes and collaborate with support and sales teams to enhance user validation and consent collection procedures.
• Oversee the TRS-URD program, ensuring compliance with FCC guidelines through regular auditing and optimization strategies.
• Stand up and manage a remediation support team to assist with URD remediation during installations.
• Establish and lead a payment support team to monitor and assist customers and field technicians with payment collection and portal issues.
• Handle payment disputes, liaising with banks and providing necessary documentation for resolution.
• Analyze data and collaborate with cross-functional teams to align with regulatory requirements and company policies.
• Conduct regular training sessions on protocols for internal teams and field technicians.
• Serve as an escalation point for complex issues, providing guidance for effective resolution.
• Develop and maintain documentation, including policies and procedures, to support operational objectives and ensure organizational consistency.
• Collaborate with product development teams to integrate program requirements into product design processes.
• Recruit, train, and manage a payment support team, ensuring they possess the necessary skills to assist customers and field technicians effectively.
• Establish standard operating procedures for the payment support team, including protocols for handling disputes and processing payments.
• Define key performance indicators to measure the payment support team's effectiveness and collaborate with finance teams for payment reconciliation.
• Monitor payment processing trends to streamline workflows and enhance efficiency while reducing errors.
• Provide ongoing training and development opportunities for the payment support team, keeping them updated on payment processing systems and procedures.
• Identify opportunities to improve the customer payment experience, such as implementing new payment methods or optimizing payment portals.
• Conduct regular performance evaluations and provide constructive feedback to the payment support team, recognizing achievements and addressing areas for improvement.
• Work closely with senior leadership to define the key metrics for success and establish the correct tracking and reporting mechanisms. This includes the development of insights & analytical tool set.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.
• Proven experience in sales enablement, Salesforce operations, team management, or a similar role.
• Strong understanding of sales processes, and Salesforce administration.
• Excellent communication and presentation skills.
• Ability to collaborate effectively with cross-functional teams.
• Experience with Salesforce administration and management of remote teams.
• Proactive and results-oriented mindset, with a commitment to driving customer adoption and retention.
• Strong organizational and project management skills.

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%)

Work Environment:

• 100% Remote: Work environment is at home.

Compensation:
$80,000 to $90,000/yr plus bonus with consideration to experience and geographical location. Please see www.clearcaptions.com/careers for an overview of our generous benefits program.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Disclaimer:
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.