National Operations Manager

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

We are looking to hire a National Operations Manager at Opensity Solutions who will be responsible for overseeing day-to-day operations and service delivery across assigned enterprise client accounts, ensuring performance, efficiency, and client satisfaction. Reporting to the Regional Client Relations Director, this role serves as a key escalation point for operational issues and provides leadership to Site Managers and on-site teams. The position focuses on driving operational excellence, supporting profitability goals, and executing continuous improvement initiatives to enhance service delivery and client outcomes. This position is classified as exempt and you will be required to travel.

ROLES & RESPONSIBILITIES:

• Oversee daily operational execution across enterprise client accounts to ensure consistent, high-quality service delivery.
• Support the development and execution of account business plans in alignment with strategic and financial objectives.
• Serve as a primary escalation point for operational issues, ensuring timely resolution and client satisfaction.
• Partner with the Enterprise Account Director to achieve account profitability, efficiency, and performance targets.
• Lead and mentor Site Managers and on-site teams to ensure strong operational execution and accountability.
• Conduct regular client site visits and performance reviews to monitor service quality and identify improvement opportunities.
• Facilitate monthly client meetings and ongoing touchpoints across multiple locations.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and performance standards are met.
• Develop, maintain, and improve standard operating procedures (SOPs) to drive consistency and efficiency.
• Lead training and development initiatives to improve team capability and operational performance.
• Support and participate in strategic business reviews, including preparation, presentation, and follow-up actions.
• Gather and act on client feedback through surveys and direct engagement to improve service delivery.
• Collaborate with internal resources to implement process improvements and operational enhancements.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong operational leadership skills with experience managing multi-site or multi-client environments.
• Deep understanding of service delivery, workflow optimization, and operational performance management.
• Strong analytical skills with the ability to monitor KPIs and drive data-informed decisions.
• Excellent communication and relationship-building skills with both clients and internal teams.
• Ability to lead, coach, and develop frontline managers and operational staff.
• Strong problem-solving skills with a proactive approach to issue resolution.
• High level of professionalism, integrity, and accountability.
• Ability to manage competing priorities in a fast-paced, client-facing environment.
• Proficiency in Microsoft Office and general business systems.
• Customer-focused mindset with a strong commitment to service excellence.

QUALIFICATIONS:

Education: Bachelor’s degree in Business Administration, Management, or a related field, or equivalent experience.

Experience: 5+ years of experience in business process outsourcing (BPO), operations management, or client services, including at least 2 years in a management role with responsibility for supervising teams and supporting operational performance. Experience managing multi-site or multi-client environments is required.

Technical Skills: Proficiency in Microsoft Office Suite and familiarity with operational systems, reporting tools, and service delivery platforms. Experience working in production or office services environments is preferred.

The compensation for this role is up to $100,000 and will be commensurate with skills, qualifications, and experience.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

#INDHP

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.