Operations Manager
Skills
AdoptionAnalytical SkillsContinuous ImprovementCross-Functional CollaborationsDocumentationKnowledge ManagementLegal Writing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Five or more years of experience in operations knowledge management process documentation Deed Services real estate or timeshare operations customer experience enablement or a related field
- Proven experience leading complex documentation process-governance or knowledge-management initiatives across multiple stakeholder groups
- Exceptional writing analytical and problem-solving skills
- Ability to facilitate working sessions influence cross-functional partners manage competing priorities and move initiatives forward without direct authority
- Experience with intranets knowledge bases or content-management platforms
- Familiarity with Vesper Salesforce Knowledge Concord Equiant Cloudbeds NotebookLM Monday.com Linear or Scribe is preferred
- Experience in timeshare hospitality resort operations title deed real estate mortgage servicing or another ownership-based industry is strongly preferred
- Experience evaluating conversational AI performance developing training materials and supporting change adoption across distributed teams is beneficial
Nice to have
- Collaborative
- Detail-oriented
- Process-driven
- Adaptable
- Independent
Day to day
- Own the end-to-end lifecycle of operational documentation from discovery through maintenance
- Lead governance and administration of the Vesper intranet to keep knowledge organized searchable secure and current
- Analyze AI voice-agent interactions escalations and customer feedback to identify knowledge gaps and improve content
- Facilitate cross-functional working sessions to document workflows clarify ownership and implement practical process improvements
- Develop SOPs process maps decision guides job aids training resources and enablement materials for distributed teams