Operations Manager

The Opportunity:

Reporting to the Director, Shared Services, the Operations Manager leads the optimization of workflows, elimination of operational bottlenecks, and execution of process improvement initiatives across Procom’s staffing operations. This role owns the delivery of enterprise process improvement, data-driven analysis, and middle- and back-office technology enablement initiatives that improve efficiency, accuracy, and scalability.

The Role:

The Operations Manager leads a team of professionals responsible for process optimization, implementation and technology enablement, ensuring all initiatives are delivered effectively, aligned with business priorities, embedded and operationalized across the organization.

This leader drives root cause analysis, continuous improvement, and business rule governance, ensuring process issues identified through reporting, declines, and workflow reviews are resolved through actionable, measurable solutions embedded into daily operations.

Through rigorous analysis, stakeholder collaboration, and a focus on execution, this role ensures Procom’s shared service processes are efficient, standardized, and aligned with business and client needs.

Job Responsibilities:

- Lead process design, documentation, and continuous improvement initiatives across the organization.
- Evaluate existing workflows to identify inefficiencies, redundancies, and opportunities for automation or simplification
- Collaborate with business leaders and Technology to embed optimized processes into systems (ATS/CRM, FBO, Onboarding tools, Business Rules etc.).
- Govern and maintain business rules to ensure compliance, scalability, and operational consistency.
- Develop frameworks and metrics to track process efficiency, cycle times, and adoption.
- Analyze reporting, declines, and process data to identify inefficiencies and implement structured, measurable improvements across the Onboarding, Assignment Management, and Offboarding.
- Conduct deep root cause analyses for recurring operational challenges and implement sustainable corrective actions.
- Lead cross-functional initiatives that streamline consultant, client, and internal workflows, reducing friction and rework.
- Lead and mentor team members in identifying improvement opportunities and developing sustainable solutions that align with business objectives
- Drive automation and digitization initiatives in partnership with Technology Enablement to improve speed and accuracy.
- Develop long-term solutions, document remediation, and ensure changes are operationalized in workflows.
- Maintain a library of recurring issues, solutions, and process updates for organizational learning.
- Lead and develop the Technology Enablement team, ensuring initiatives are prioritized and executed to deliver measurable ROI.
- Champion the rollout and adoption of new tools, automations, and integrations that enhance front- and back-office efficiency.
- Ensure all technology and process changes include structured change management, training, and adoption measurement.
- Partner with Learning & Development and department leaders to create repeatable, scalable training resources and materials that support technology adoption.
- Provide coaching, performance feedback, and professional development to build technical depth and leadership capability within the team.
- Oversee and guide the Implementation & Special Projects, Process Optimization, and Technology Enablement functions, ensuring strong alignment, accountability, and communication across teams.
- Promote innovation, collaboration, and proactive problem-solving to ensure all operational changes are effectively implemented and sustained
- Partner with the Director of Shared Services on workforce planning, capacity management, and succession planning within the function.
- Measure and report on team performance and development outcomes to ensure sustained improvement and alignment with organizational objectives.

Skills and Knowledge Required:

- 8+ years of progressive experience in operations, process improvement, or business analysis, including a minimum of 3 years in a leadership or people management role.
- Demonstrated success leading high-performing teams focused on process optimization, workflow efficiency, and cross-functional execution.
- Proven ability to coach, mentor, and develop staff, fostering accountability and professional growth.
- Demonstrated success in workflow/process optimization and implementing business rules across multiple teams or clients.
- Proven ability to conduct root cause analysis and deliver long-term fixes.
- Strong understanding of Front, Middle and BackOffice systems and operational reporting.
- Experience analyzing support tickets or operational reporting to identify gaps and trends.
- Track record of partnering with cross-functional teams (Operations, Sales, Recruiting, Technology, Compliance) to embed process improvements.
- Experience building or supporting training, documentation, or knowledge-sharing programs.
- Excellent written and verbal communication skills, with ability to train and influence across teams.
- Data-driven decision making with advanced Excel or BI tools (Power BI)
- Post-secondary degree from a program that is a minimum 3 years in duration

Wow Factors:

- Lean Six Sigma or process improvement certification.
- Staffing industry experience with client-specific workflow differences.
- Experience building training content and documentation tied to process improvements.
- Exposure to compliance frameworks (employment law, onboarding, payroll, privacy).

Why Work at Procom:

- Belonging & Impact: An inclusive, collaborative culture where your ideas are valued, and make a real impact.
- Balanced Work Model: A modern hybrid work model that supports productivity and personal flexibility.
- Work From Where You Thrive: Whether visiting family or exploring a new place, our remote-work program lets you temporarily work from another approved location for up to two weeks each year keeping you connected wherever life takes you.
- Competitive Compensation: Compensation designed to remain competitive within our industry.
- Time to Recharge: Generous vacation and sick-day policies.
- Health & Well-Being: Comprehensive health benefits, mental health resources, and preferred pricing on various perks through third party providers.
- Exclusive Savings: We offer savings through BenefitHub and Working Advantage, with discounts on everything from travel and tech to everyday essentials.
- Set up for Success: Access to the tools and tech you need to succeed plus an IT equipment stipend.
- Community & Purpose: Opportunities to get involved in innovation challenges, charity initiatives, team & corporate events and company celebrations.

At Procom we are committed to fostering an inclusive and accessible culture where everyone feels valued, respected, and supported. If you require accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

A member of our Talent Acquisition team will contact you regarding the status of your application and the next steps in the process.