Job Summary:
As the Lead Business Operations Manager you will support the daily operational health of the Fulfillment population by identifying areas for improvement and implementing solutions to enhance performance. This role serves as a critical point of contact for all Fulfillment operational concerns, ensuring seamless coordination and timely updates.
Duties and Responsibilities:
Operations & Fulfillment Management Functions
• Oversee fulfillment and field service operations, ensuring compliance with company policies and SLAs
• Direct workflow prioritization and escalation procedures for complex issues
• Evaluate field service performance and make recommendations for procedural and system improvements
• Coordinate with multiple departments to align operational strategies with business objectives
• Manage stakeholder relationships and serve as primary liaison for cross-functional operational initiatives
• Maximizing software up time and resolving out-of-service and offline issues
• Providing leadership and support to Fulfillment operations staff
• Providing leadership and support to delivery, platform and support teams
• Providing field service support
• Monitoring and analyzing cases to identify trends and inefficiencies
Fulfillment Performance Management
• Design and maintain centralized fulfillment data systems and reporting infrastructure
• Establish data governance standards and determine accessibility parameters for internal stakeholders
• Monitor and analyze transaction performance, volume, and inventory metrics; interpret data to inform strategic decisions
• Assess SLA compliance and implement corrective action plans for breaches; oversee ticket resolution strategies
• Make independent recommendations for process changes based on reports and data analysis
• Present findings and strategic recommendations to senior leadership
Inventory Planning & Forecasting
• Develop inventory forecasting models and methodologies in collaboration with field operations and inventory management teams
• Analyze transactional trends to inform strategic inventory planning and resource allocation decisions
• Manage various projects and their respective installation requirements; develop installation guide and manuals
• Use professional judgment to balance competing operational priorities and resource constraints
Process Improvement & Operational Excellence
• Identify, evaluate, and direct implementation of efficiency improvements across fulfillment, software delivery, and logistics functions
• Develop enhanced processes that align with business strategy and customer requirements
• Evaluate current procedures and recommend substantial process redesigns
• Assess software and system capabilities; recommend upgrades, fixes, or procedural modifications based on operational needs
Quality Assurance & Delivery Oversight
• Direct software acceptance and quality assurance functions prior to end-user delivery
• Recommend QA standards and procedures; oversee implementation and compliance
• Review and evaluate field service reports; determine necessity and scope of improvements or upgrades
Stakeholder Engagement & Coordination
• Serve as strategic liaison between departments, external partners, and senior leadership
• Communicate complex operational plans to diverse stakeholders; ensure alignment on priorities and timelines
• Coordinate product additions, system changes, and major improvements across multiple departments
• Build and maintain strategic relationships with internal teams and external partners to support operational goals
Education and Experience:
• 4+ years of experience in operations management, managing day-to-day activities effectively.
• Experience in building reports and analyzing data to make informed decisions.
Knowledge, Skills and Abilities:
• Strong collaboration skills, with the ability to build and maintain relationships with internal partners, including but not limited to (Customer Care, Field Services, HIT, Fulfillment Business Unit, IT, Inventory and accounting).
• Excellent written and verbal communication skills.
• Ability to prioritize tasks independently and manage workload with minimal supervision.
• Proactive, self-starter mindset with a problem-solving approach.
• Proficiency in Microsoft Excel (intermediate level).
• Familiarity with Salesforce (intermediate level).
Work Environment:
• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.
• Employee will be required to travel on occasion as needed.
• Employee will be required to visit manufacturing facilities with substantial noise levels.
Physical Demands:
• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.
• Occasional Heavy lifting (over 50lbs).
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.