Jobs and Careers

Senior Manager of Operations

United Statesfull_timeVerifiedPosted 8 Jan 2026

💰 $97,000/yr($84,000/yr – $97,000/yr)

About the role

The Employment Transformation Collective (ETC)—a dynamic “start-up” division of Northwest Center—delivers comprehensive accessibility solutions to businesses through training, consulting, and its flagship Accessibility Partner Service.

We are seeking a Senior Manager of Operations to ensure the seamless delivery of integrated services across ETC’s accessibility portfolio, contracts, and client teams. The Senior Manager leads an evolving team of customer-facing Client Success Managers (CSMs) across diverse contracts nationally and internationally. The role provides strategic operational leadership and program oversight for managed services, driving continuous improvement and introducing innovative offerings to the market. This results-driven leader will manage multiple initiatives requiring tactical expertise, creative problem-solving, and the ability to operate independently in a fast-paced environment. Learn more about our Employment Transformation Collective and The Accessibility Partner service here: https://etc.nwcenter.org/ Salary Range: $84,000 - $97,000 Location: Seattle, WA I Hybrid Schedule Benefits:

Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance
17 Accrued Paid Time Off Days Annually
7 Paid Holidays + 2.5 Days of Floating Holiday; 5 Floating Holiday days annually after one year
Retirement 401(K) with a company match
Employment Assistance Program (EAP) via Spring Health
Mental Wellness Program, including six free therapy sessions per year
Physical Wellness Reimbursement Program - $25 per month
Student Loan Contribution Program - $50 per month
Pet Insurance Discount Program
Highly skilled, dedicated, and collaborative team

Check out the entire list of benefits Northwest Center has to offer here: https://nwcbenefits.hrbenefits.net/

Essential Duties

People Leadership

Provide daily leadership and guidance to CSMs
Build and manage a strong leadership team with career development and succession planning
Drive talent acquisition, retention, and leadership growth through mentoring and coaching
Foster an inclusive, diverse culture that promotes engagement
Partner with training leadership to enhance programs and support continuous improvement

Operational Excellence

Lead and oversee program management across contracts to ensure compliance, quality, and client satisfaction
Maintain accurate training documentation, SOPs, and resource libraries
Drive continuous improvement and scalability using analytics and technology
Set and track KPIs and success metrics for growth
Manage contract compliance, SLAs, billing, and accountability
Oversee P&L reviews, invoicing, and audits in partnership with accounting
Serve as subject matter expert on billing and compliance
Support administrative, project, and budget needs for senior leadership
Develop SOPs and service delivery models for new programs

Strategic Vision & Growth

Partner on long-term growth initiatives and operational effectiveness
Design and implement project plans for information systems and process improvements
Evaluate program performance and identify areas for improvement
Act as a solutions provider for contract challenges and scalability
Collaborate on marketing, sales, and outreach efforts to drive revenue
Build strong customer relationships and expand business opportunities
Monitor trends in disability employment and workforce development to inform strategy

Qualifications

5+ years of demonstrated experience in a role leading business operations, scaling services, and working as a people leader
5+ years of experience in a role providing account management or business development
2+ years of experi