Operations Team Lead

Posted: 8/9/25

Weekly Hours: 40

Role Number: 199

Home Office: Yes

The application window will be open until at least 9/9/25. This opportunity will remain online based on business needs which may be before or after the specified date.

About Harbor Compliance

Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.

The Operations Team Lead is responsible for empowering and guiding a high-performing team to deliver client work that meets defined service level agreements (SLAs) and quality standards. This role is central to ensuring our clients achieve the outcomes they expect when engaging our services. Their success is measured by the results their teams deliver—and by how effectively they support the development and execution of scalable, client-centered operations.

Key Responsibilities

Service Delivery & SLA Management

• Ensure timely completion of client work according to SLAs:
• Proactively assign workloads and plan for volume spikes to prevent backlog
• Monitor and ensure proper use of time tracking tools

Quality Assurance

• Maintain quality inspection pass rate of 95% or higher
• Ensure accurate and up-to-date task statuses, documentation, and notes
• Oversee team performance on key deliverables (e.g., setting next events, EM updates, proof of filing)

Team Leadership

• Manage a team of 8+ individuals with accountability to KPIs and SLAs
• Conduct daily huddles, weekly team meetings, and weekly 1:1s with each direct report
• Develop individual professional development plans and manage team performance

Client Experience

• Monitor and mitigate risk to client deliverables, collaborating with Client Experience (CX) Team Lead proactively
• Ensure consistent documentation and communication across internal platforms (Hubspot, ClickUp, etc.)
• Demonstrate a strong understanding of client needs, urgency, and expectations across varying customer profiles

Continuous Improvement

• Identify opportunities for operational efficiency and process improvement
• Support cross-functional initiatives to improve software tools and workflows within the service organization

Required Qualifications

• High school diploma or GED
• 5+ years of professional experience, with a strong focus on operations and client service
• Proven experience managing a team of 8+ members
• Strong computer literacy (email, CRM, document tools, video conferencing, research, workflow tools)
• Excellent written and verbal communication skills
• Demonstrated ability to manage by KPIs and SLA

Accommodations:

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Compensation: 

Harbor Compliance’s base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.