Professional Services Operations Manager

We Lead. We Transform. We Deliver.

Ready to elevate your work experience? At Cask, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation.

Cask invites you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.

We are seeking to hire an internal Operations Manager to create, mature and oversee our cross-organizational processes and drive continuous improvement across the organization. In this role, you will work as a critical partner of our department and segment leaders to develop and implement policies, processes and strategies that improve productivity and efficiency levels in alignment with our customer and employee-centric culture. You will lead with clear objectives and future foresight to identify and address risks, opportunities, and potential areas of improvement. The ideal candidate possesses substantial professional services business acumen, operational rigor, professionalism, strategic thinking and problem-solving skills, and the ability to keep track of the big picture while paying close attention to the details. You are passionate about IT and understand how to optimize IT approaches within an organization.

What you’ll be doing:

• Work with leadership, sales, finance and delivery segments to ensure business decisions align with operational priorities and organizational goals (our strategy map)
• Monitor and report on business performance, identify opportunities and risks, and communicate these to business leadership
• Identify potential problems and points of friction and work to find and drive solutions in order to maximize efficiency and profitability
• Develop insights and recommendations to help accelerate growth and optimize the business by diving deep into data and performing compelling analysis on an ongoing and ad hoc basis
• Perform root cause analysis on business operations issues and provide recommendations for improvements
• Develop, implement, and govern operational policies, processes and procedures using industry-standard project management, requirements gathering and process design approaches and techniques
• Use your aptitude in technology to create technical requirements where the solution involves technology and train employees on our technology solutions that enable their work
• Improve the capability of our business processes using agile, six sigma and lean approaches
• Manage and execute on a portfolio of projects and needs from strategic to tactical
• Collaborate on IT services and approach
• Work with key stakeholders to facilitate process definition, re-engineering, improvement, and gap analysis of current and future state needs
• Coordinate various teams to foster the exchange of ideas and provide cross-team learning opportunities, including facilitating our program, functional and technical co-ops
• Facilitate change management through training and adoption
• Train and assist our team with key process direction and adherence
• Build alliances and partnerships across the organization
• Help promote a company culture that encourages top performance and high morale
• Manage a small team of amazing Coopers

What you’ll bring to the table:

• Proven work experience in an Operations Manager or similar role that includes governance, project and project management, data and technology acumen
• 3+ years of experience in a professional services organization
• Degree in Business, Operations Management, related field, or equivalent
• Deep experience and demonstrated understanding of strategy, company-level goals, business/operating models, and performance drivers to improve processes that deliver better outcomes for our customers, our employees and for Cask
• Solid understanding of business and financial principles
• Ability to analyze and assess data at all levels using Tableau, Excel and other tools
• Solid project management, process engineering, story writing and documentation skills
• Working technical understanding of common ERP systems (knowledge of ServiceNow a plus1)
• Solid understanding of Agile, Six Sigma, Lean principles and methodologies
• Excellent communication skills
• Influential leadership with a high-energy and high-touch approach
• Ability to formulate a clear change management plan and lead org