Operations Manager ECM

Description:

Pay Range: $65,000 to $85,000/year

Summary: The Operations Manager holds full accountability for the leadership, performance, and operational excellence of the scanning facility. Serving as the key liaison between site operations and executive leadership, this role ensures that all functional areas—including prepping, scanning, indexing, and quality control—operate efficiently and in alignment with organizational goals. The Operations Manager provides direct oversight to the Digital Supervisor, ensuring their efforts are strategically aligned with site objectives, customer expectations, and financial performance targets. This position demands a blend of strategic vision, strong leadership, and hands-on management to drive people, processes, and performance forward.

Requirements:

Key Responsibilities

1. Operational Leadership

• Lead all departments at the site, including Prepping, Scanning, Indexing, Quality Control,

and Organizational functions.

• Directly oversee the Digital Supervisor, ensuring they clearly understand their roles and meet performance expectations.
• Ensure both managers work together to maintain a seamless workflow from work receipt

to delivery.

• Ensure all employees understand their roles, goals, and how their performance ties into

site and company success.

• Drive accountability across all levels of the site.

2. Customer and Contract Management

• Serve as the primary customer contact for escalations, service failures, and major

updates.

• Ensure customer expectations are communicated to department managers and leads.
• Maintain complete knowledge of all customer contracts, including pricing, SLAs, and

specific work instructions.

• Track contract renewal dates and work with Sales and Executive Leadership to renew or

amend agreements as needed.

• Ensure all Change Orders and scope adjustments are documented and communicated to

the appropriate teams.

3. Financial Performance Management

• Own and manage site financial performance, including:

o Revenue vs. Budget

o Revenue per FTE

o EBITDA performance

• Work directly with the Digital Manager and the Digital Supervisor to ensure production

is aligned with revenue goals.

• Review and approve all billing data before submission to ensure accuracy and maximize

revenue capture.

• Identify opportunities to improve profitability through efficiency gains and cost control.

4. Communication and Reporting

• Serve as the primary liaison between the site and executive leadership.
• Conduct regular check-ins with both the Digital Manager and the Digital Supervisor to

review:

o Backlog status

o Equipment issues

o Employee performance

o Customer concerns

o Process improvements

• Provide weekly and monthly updates to executive leadership on:

o Backlog inventory

o Production performance

o Weekly revenue report

o Staffing challenges

o Key risks and opportunities

5. Personnel Management and Development

• Directly manage and develop the Digital Manager and the Digital Supervisor.
• Ensure managers are effectively leading their teams and holding their employees

accountable.

• Provide regular coaching and development to managers to improve their leadership and

operational skills.

• Partner with HR to address performance issues, disciplinary actions, and staffing needs.
• Foster a positive, accountable, and performance-driven culture across the site.

6. Inventory and Backlog Control

• Maintain full visibility and accountability for the site’s inventory and backlog.
• Ensure both managers maintain accurate AR and SAR reporting.
• Review backlog aging weekly and push managers to reduce old work while balancing

new incoming work.

• Work with managers to prioritize work based on revenue impact, deadlines, and customer needs.

7. Equipment and Facility Oversight

• Oversee all equipment performance and ensure issues are escalated appropriately.
• Ensure service calls are placed timely and followed through to resolution.
• Review equipment uptime/downtime reports from the Scanning & Indexing Manager.
• Maintain the facility in a clean, organized, and safe condition.

8. Performance Tracking and Accountability

• Set clear performance expectations for all departments and employees.
• Track site performance through a combination of weekly manager reports, floor

observation, and direct data analysis.

• Review and validate all KPI reporting provided by the Digital Manager and the Digital

Supervisor.

• Address any gaps in performance quickly and directly, working with managers to

develop corrective action plans.

• Hold both managers accountable for delivering on their responsibilities.

Manage and Improve Key Performance Indicators (KPIs)

• Revenue vs. Budget
• Revenue per FTE
• Site EBITDA
• Backlog aging
• Boxes completed per day/week
• Scanning and indexing productivity rates
• Quality error rates
• Customer satisfaction (escalations, rework rates)
• Employee attendance and turnover

Highly Desired Experience

• Lean Six Sigma

VRC is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race (including traits historically associated with race such as protective hairstyles), color, religion/creed, sex, sexual orientation, gender identity/expression, pregnancy/childbirth/breastfeeding and related conditions, national origin/ancestry, citizenship or immigration status, age, disability, medical condition, genetic information, marital/domestic partner status, military/veteran status, status as a victim of domestic violence/sexual assault/stalking, reproductive health decision-making, or any other status protected by law. We consider qualified applicants with arrest and conviction records consistent with the California Fair Chance Act.