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Operations Manager - Enterprise Management Solutions

DISCLOSURES The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to perform the job successfully. Job responsibilities may be modified or expanded over time, and the company will inform the contractor of any such changes. ABOUT THE COMPANY Enterprise Management Solutions, LLC (EMS) is a full-spectrum consulting and management firm specializing in back-office operations, financial infrastructure, and executive oversight for health and human services organizations. We provide strategic support to affiliated companies through contractual partnerships, optimizing operations and maintaining compliance across multiple industries including behavioral health, primary care, real estate, supportive housing, and food service. Our goal is to relieve mission-driven companies of administrative burden by overseeing financial and operational systems that allow leadership teams to focus on quality care and innovation. COMPANY WEBSITE: https://enterprisemanagement.org/ COMPANY PHONE NUMBER: (667) 309-5345 HR DEPARTMENT PHONE NUMBER: (667) 400-6206 EXT 10 HR DEPARTMENT EMAIL ADDRESS: hr@enterprisemgmtinc.com POSITION TITLE: Operations Manager - Enterprise Management Solutions ALTERNATE TITLE(S): Business Services Coordinator, Workflow Operations Manager and Operations and Reporting Manager COMPANY: Enterprise Management Solutions, LLC DEPARTMENT: N/A DIVISION: Operations UNIT: N/A ACCOUNTABLE TO: Managing Director of Business Services, Logistics & Ventures ACCOUNTABLE FOR: The Operations Manager is responsible for helping Enterprise Management Solutions LLC. deliver its services efficiently by coordinating work across assigned agents and supporting departments, including sales agents in the Marketing Division, receivables personnel in the Finance Division, administrative support, leadership, vendors, and other assigned team members. CLASSIFICATION: Exempt – Independent Contractor (Non-U.S., W-8BEN) WORK SCHEDULE: This schedule reflects 8 hours per day, totaling 40 hours per week, Monday through Friday, 8:00 AM–5:00 PM. Scheduling needs may vary based on business demands, and adjustments may be required as reasonably assigned. COMPENSATION RANGE: $7.00 - $11.00 per hour, commensurate with experience and qualifications ANTICIPATED TRAVEL: N/A SUMMARY OF POSITION RESPONSIBILITIES Enterprise Management Solutions Inc. is seeking a remote Operations Manager based in the Philippines to support the daily operations, service fulfillment, internal coordination, client follow-up, task tracking, and operational accountability of Enterprise Management Solutions LLC. This position is part of the Business Services function within the Operations Division and reports to the Managing Director of Business Services, Logistics & Ventures — Business Services. The Operations Manager is responsible for helping Enterprise Management Solutions LLC. deliver its services efficiently by coordinating work across assigned agents and supporting departments, including sales agents in the Marketing Division, receivables personnel in the Finance Division, administrative support, leadership, vendors, and other assigned team members. This role is designed for a highly organized, detail-oriented, and proactive remote professional who can keep day-to-day operations moving, ensure service tasks are completed, track deliverables, follow up with responsible parties, and provide leadership with clear operational visibility. ROLE PURPOSE The purpose of the Operations Manager role is to ensure that Enterprise Management Solutions LLC. has strong day-to-day operational follow-through. Enterprise Management Solutions LLC. provides executive management, operational consulting, workflow improvement, performance tracking, and business support services. The Operations Manager helps convert leadership direction into organized execution by tracking assignments, coordinating with responsible agents, maintaining operational systems, following up on service delivery, and ensuring that internal and client-facing work does not fall through the cracks. This role supports execution. It does not replace executive decision-making, department leadership, or division authority. The Operations Manager will work with assigned agents and personnel from other divisions to fulfill services and support day-to-day operations, including but not limited to: <ul> <li>Sales agents from the Marketing Division</li> <li>Accounts receivable and billing personnel from the Finance Division</li> <li>Administrative support staff</li> <li>Customer service or intake personnel</li> <li>Project-specific team members</li> <li>Vendors and contractors</li> <li>Department leaders and executive leadership</li> </ul> The Operations Manager may coordinate work, request updates, track task completion, escalate issues, and support service fulfillment, but all employees remain under their assigned departmental reporting structure unless otherwise directed in writing. SCHEDULED DUTIES AND RESPONSIBILITIES Day-to-Day Operations Management The Operations Manager is responsible for supporting the daily operations of Enterprise Management Solutions Inc. Duties include: <ul> <li>Maintain daily operational task lists and trackers.</li> <li>Monitor open assignments, pending service items, and overdue tasks.</li> <li>Follow up with assigned agents and departments to ensure work is completed.</li> <li>Track client service requests, internal assignments, and leadership directives.</li> <li>Coordinate next steps between operations, marketing, sales, finance, administration, and leadership.</li> <li>Keep the Managing Director informed of bottlenecks, risks, delays, and unresolved issues.</li> <li>Ensure that assigned operational processes are followed consistently.</li> <li>Maintain organized records of operational activity.</li> </ul> Service Fulfillment Coordination The Operations Manager is responsible for helping coordinate fulfillment of Enterprise Management Solutions Inc. services. Duties include: <ul> <li>Track service requests from intake through completion.</li> <li>Confirm that each service request has an assigned responsible person.</li> <li>Coordinate with sales agents, administrative staff, finance staff, and other assigned team members to fulfill services.</li> <li>Ensure client-facing deliverables are being completed on schedule.</li> <li>Follow up on missing information, incomplete work, or delayed responses.</li> <li>Escalate service delivery issues to the Managing Director.</li> <li>Maintain service fulfillment trackers and status reports.</li> <li>Help ensure services are delivered according to company standards.</li> </ul> Cross-Division Coordination The Operations Manager will work with assigned agents from other divisions to support operational completion. Examples include: <ul> <li>Working with sales agents in the Marketing Division to confirm lead status, client onboarding, service expectations, and handoff details.</li> <li>Working with receivables personnel in the Finance Division to confirm billing status, payment follow-up, outstanding receivables, and revenue tracking.</li> <li>Working with administrative personnel to obtain documents, schedule meetings, update trackers, and maintain records.</li> <li>Working with leadership to prioritize urgent operational issues.</li> <li>Working with vendors or contractors to confirm service completion, deadlines, and open items.</li> </ul> The Operations Manager is responsible for coordination, tracking, and follow-up. Department-specific personnel remain responsible for their assigned technical functions. Lead, Client, and Service Pipeline Tracking The Operations Manager will help ensure that business inquiries and service opportunities are not lost. Duties include: <ul> <li>Track leads, referrals, inquiries, and service requests received through company channels.</li> <li>Confirm that each lead or inquiry is assigned to the proper sales agent or responsible person.</li> <li>Monitor handoffs from marketing or sales into operations.</li> <li>Follow up on open leads or stalled inquiries.</li> <li>Track where each lead or service request stands in the process.</li> <li>Confirm whether services have been quoted, accepted, scheduled, billed, and fulfilled.</li> <li>Escalate unresponsive leads or delayed handoffs to the Managing Director.</li> </ul> Billing, Receivables, and Revenue Coordination Support The Operations Manager does not replace the Finance Division, but must coordinate with finance personnel to ensure services are billed, receivables are tracked, and revenue is visible. Duties include: <ul> <li>Confirm that completed services have been communicated to the appropriate finance or receivables personnel.</li> <li>Track whether invoices have been created when required.</li> <li>Coordinate with receivables staff regarding unpaid balances, pending payment follow-up, and account status.</li> <li>Maintain operational visibility into revenue-related service activity.</li> <li>Escalate billing gaps, missing service confirmations, or delayed payment follow-up.</li> <li>Provide the Managing Director with operational updates related to service completion and revenue status.</li> </ul> Workflow, SOP, and Process Improvement The Operations Manager will support the company’s operational framework by maintaining and improving workflows. Duties include: <ul> <li>Document recurring workflows and service processes.</li> <li>Maintain standard operating procedures, checklists, trackers, and templates.</li> <li>Identify workflow gaps, repeated delays, or unclear handoffs.</li> <li>Recommend process improvements to the Managing Director.</li> <li>Assist with implementing approved workflow changes.</li> <li>Ensure team members are using current forms, trackers, and processes.</li> <li>Maintain clean, organized, and accessible operational documentation.</li> </ul> KPI Tracking and Operational Reporting The Operations Manager is responsible for maintaining KPI visibility for day-to-day operations. Duties include: <ul> <li>Maintain KPI trackers assigned by the Managing Director.</li> <li>Prepare daily, weekly, or monthly operational reports.</li> <li>Track completion rates, response times, outstanding tasks, aging items, service fulfillment status, and revenue-related operational metrics.</li> <li>Identify trends, recurring issues, and bottlenecks.</li> <li>Provide clear status updates to leadership.</li> <li>Escalate performance concerns or operational risks.</li> </ul> KEY PERFORMANCE INDICATORS The Operations Manager’s performance may be measured using the following KPIs: KPI AreaPerformance Measure <ul> <li>Task Completion - Percentage of assigned operational tasks completed by deadline</li> <li>Overdue Items - Number of unresolved or overdue tasks remaining at the end of each reporting period</li> <li>Follow-Up Timeliness - Average time to follow up on assigned open items, leads, service requests, or internal action items</li> <li>Service Fulfillment Tracking - Percentage of active service requests with current status, assigned owner, next step, and deadline documented</li> <li>Lead Handoff Tracking - Percentage of new leads or inquiries assigned to the proper sales agent or responsible party within the required timeframe</li> <li>Cross-Division Coordination - Timeliness and completeness of follow-up with sales, finance, administration, vendors, and assigned agents</li> <li>Billing Coordination - Percentage of completed services confirmed with finance or receivables personnel for invoicing or payment follow-up</li> <li>Reporting Accuracy - Accuracy and completeness of weekly operational reports and KPI trackers</li> <li>Escalation Quality - Timely escalation of delays, risks, missing information, service issues, or unresolved blockers</li> <li>Process Improvement - Number and quality of workflow improvements, SOP updates, checklist updates, or tracker improvements implemented with approval</li> </ul> <ul> <li>Documentation Quality - Completeness, accuracy, and organization of operational records, task trackers, service logs, and SOP documents</li> <li>Responsiveness - Timely response to leadership, assigned agents, and internal team communications</li> <li>Client/Service Visibility - Leadership’s ability to clearly see the status of active services, leads, deliverables, billing handoffs, and operational priorities</li> </ul> EXPECTED OUTCOMES The Operations Manager is expected to help Enterprise Management Solutions Inc. achieve: <ul> <li>Better daily operational organization.</li> <li>Faster follow-up on open items.</li> <li>Clearer ownership of tasks and service requests.</li> <li>Improved handoff between marketing, sales, operations, and finance.</li> <li>Fewer missed leads, delayed services, and unresolved assignments.</li> <li>Better visibility into client work, service delivery, receivables coordination, and revenue-related activity.</li> <li>More consistent use of SOPs, trackers, and reporting systems.</li> <li>Stronger accountability across assigned agents and departments.</li> <li>Improved support for leadership decision-making.</li> </ul> PHYSICAL DEMANDS: Prolonged periods sitting at a desk and working on a computer and frequent meetings via video or phone; occasional in-person site visits WORK CONDITIONS <ul> <li>Remote</li> <li>Fast-paced, deadline-driven environment with collaborative teams</li> <li> </li></ul> COMPETENCIES AND SKILLS The successful candidate must demonstrate: <ul> <li>Strong follow-through.</li> <li>Professional communication.</li> <li>High organization.</li> <li>Accuracy and attention to detail.</li> <li>Ability to track many moving parts.</li> <li>Ability to coordinate across departments.</li> <li>Ability to work with assigned agents without confusing reporting lines.</li> <li>Ability to identify delays and escalate appropriately.</li> <li>Ability to maintain confidentiality and professionalism.</li> <li>Ability to produce clear written updates and reports.</li> <li>Comfort working in a fast-moving business environment.</li> </ul> LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS Required Qualification <ul> <li>Philippines-based remote work availability.</li> <li>At least 5 years of relevant professional experience in operations management, business administration, service fulfillment, project coordination, executive support, finance coordination, sales operations, customer operations, or related work.</li> <li>Strong English writing and speaking skills.</li> <li>Ability to support a U.S.-based company and work with U.S. Eastern Time overlap.</li> <li>Strong follow-up and task tracking skills.</li> <li>Strong spreadsheet, document, calendar, and email management skills.</li> <li>Ability to work across multiple departments and personalities.</li> <li>Ability to organize complex information clearly.</li> <li>Reliable internet connection and remote work setup.</li> <li>Ability to maintain confidentiality.</li> <li>Strong attention to detail.</li> <li>Ability to work independently and escalate issues appropriately.</li> </ul> Preferred Qualifications Preferred candidates may have: <ul> <li>Experience supporting U.S.-based business operations.</li> <li>Experience working with sales teams, finance teams, billing teams, or service delivery teams.</li> <li>Experience with CRM systems, project management tools, Google Workspace, Microsoft Office, cloud drives, communication platforms, and task trackers.</li> <li>Experience maintaining SOPs, checklists, dashboards, and operational reports.</li> <li>Experience in service-based businesses, consulting operations, logistics support, staffing, business administration, or customer operations.</li> <li>Experience working remotely for a U.S.-based employer.</li> </ul> Education <ul> <li>At least a bachelor’s degree in business, management, operations, business administration, finance, accounting, project management, or a related field.</li> <li>A master’s degree in business administration, management, operations, finance, accounting, project management, or a related field preferred.</li> </ul> Authority and Limitations The Operations Manager may: <ul> <li>Request updates from assigned agents and departments.</li> <li>Track task completion.</li> <li>Maintain operational records and trackers.</li> <li>Coordinate handoffs between departments.</li> <li>Follow up on pending work.</li> <li>Escalate delays or unresolved issues.</li> <li>Prepare reports and recommendations.</li> <li>Support implementation of approved processes.</li> </ul> The Operations Manager may not, unless specifically authorized in writing: <ul> <li>Hire or terminate employees.</li> <li>Discipline employees.</li> <li>Change compensation.</li> <li>Approve contracts.</li> <li>Approve major expenses.</li> <li>Make final pricing decisions.</li> <li>Override department heads.</li> <li>Change reporting structures.</li> <li>Make final executive decisions.</li> </ul>

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