Business Operations Specialist (Remote Eligible)

The Business Operations Specialist supports and coordinates core operational processes, governance workflows, and cross-functional initiatives that contribute to effective program execution across the organization. This role supports key operational functions—including project review (PR) processes, scheduling coordination, and documentation management—and identifies opportunities to improve efficiency, consistency, and data quality. The Specialist works across teams to coordinate stakeholders; support streamlined workflows and contribute to process improvements and workflow automation. The role also supports Client Experience (CX) initiatives and performance measurement activities, including KPI maintenance and reporting, to support organizational insight and continuous improvement. Core Responsibilities Initiative Operations Governance: Coordinate and support execution of project review (PR) processes across initiatives, including timelines, materials, and stakeholder participation Serve as the primary point of contact for PR-related coordination and communication; route issues to appropriate stakeholders for resolution Monitor operational issues (e.g., support tickets), while coordinating resolution with appropriate stakeholders and escalating risks as needed Maintain established governance workflows and support consistency and compliance across operational processes Client Experience (CX) Operational Insights: Support the development and delivery of Client Experience (CX) initiatives, including survey deployment, response tracking, and data management Review and analyze CX data and operational metrics to identify trends, and potential areas for further review Contribute to the development of CX-related materials, including training content, communications, and documentation Summarize CX insights and support implementation of approved process and operational improvements KPI Development Performance Monitoring: Support the maintenance and periodic refinement of key performance indicators (KPIs) across Business Operations, including risk management and client experience metrics Compile, maintain, and prepare routine KPI reports to support leadership visibility and decision-making Apply established KPI definitions, data sources, and reporting standards consistently Identify and recommend opportunities to improve reporting efficiency within established performance-measurement processes Scheduling Resource Coordination: Develop and maintain schedules across initiatives and operational workflows based on established priorities, timelines, and resource availability Identify scheduling conflicts and workflow bottlenecks and coordinate resolution with relevant stakeholders Recommend improvements to scheduling practices to increase efficiency and visibility for stakeholders Documentation Process Standardization: Capture and document key decisions, risks, outcomes, and client-facing materials, using established standards for clarity, accuracy, and consistency Maintain standard operating procedures (SOPs), templates, and documentation, and recommend updates to support consistency and accessibility across teams Process Improvement Operational Excellence: Identify potential gaps and inefficiencies in operational processes and support implementation of approved improvements Support the maintenance and continuous improvement of assigned operational processes across initiatives Systems Workflow Automation: Develop and maintain workflow automations and system configurations using established tools and requirements (e.g., Power Automate, SharePoint) Assist with translating defined business requirements into workflow configurations that reduce manual effort and improve data accuracy Identify system usability issues and recommend improvements or integration needs to appropriate stakeholders Stakeholder Engagement Communication: Coordinate with cross-functional teams regarding established priorities, timelines, and deliverables Communicate process updates, expectations, and timelines clearly, and follow up with stakeholders regarding assigned actions Build effective working relationships and provide support to users adopting updated processes and tools