Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.
The role of Team Lead, Advanced Operations at Opensity is responsible for leading a specialized team focused on high-complexity operational tasks, escalations, and process enhancements that support client delivery and internal efficiency. This position ensures service excellence by coordinating day-to-day operations, supporting cross-functional initiatives, and mentoring team members. The Team Lead plays a vital role in bridging tactical execution with strategic improvement in a fast-paced, service-driven environment
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Provide daily guidance, coaching, and direction to the Advanced Operations team, ensuring adherence to SLAs and quality standards
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Assign and monitor work distribution, manage priorities, and escalate resource constraints or blockers as needed
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Foster a team culture centered on accountability, service excellence, and continuous development.
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Oversee the execution of high-level, complex operational tasks across systems, workflows, and client support services
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Serve as the escalation point for advanced or unresolved issues requiring deeper analysis and coordination
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Ensure timely resolution of escalations with a focus on root cause identification and prevention. Process Improvement & Optimization
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Identify gaps, inefficiencies, and bottlenecks in operational workflows and recommend enhancements
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Collaborate with stakeholders to pilot and implement process improvements, automations, or policy updates
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Monitor key metrics and trends to assess performance and drive data-informed decisions
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Liaise with IT, Service Desk, Project Management, and other internal teams to coordinate on cross-departmental initiatives.
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Support onboarding of new clients or technologies by ensuring team readiness and participation in rollout efforts
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Provide operational insights to leadership to help shape strategic direction and resource planning.
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Ensure the creation, accuracy, and maintenance of standard operating procedures and knowledge base articles
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Promote knowledge sharing within the team and across departments to drive consistency and learning
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Support internal audit readiness through proper documentation of actions, workflows, and resolutions.
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Strong understanding of enterprise operations, business systems, and client service delivery
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Excellent leadership and team-building skills with the ability to coach, mentor, and motivate.
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Exceptional problem-solving and critical thinking skills, especially in high-pressure or escalated situations
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High level of attention to detail, accuracy, and organizational effectiveness.Proficient in Microsoft 365, collaboration platforms, and ticketing/workflow systems (e.g., ServiceNow, Jira). • Effective communication and interpersonal skills with a strong client-focused approach. • Ability to manage competing priorities and balance tactical responsibilities with strategic initiatives.
Education: Bachelor’s degree in Business, Operations, or a related field preferred
Experience:
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5–7 years of experience in operations or client delivery roles, with at least 2 years in a supervisory or team lead capacity
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Experience working in technology services, legal support, or professional services environments is preferred
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Demonstrated ability to lead teams through change, manage escalations, and implement process improvements
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Track record of high performance in dynamic, client-focused environments
Opensity Equal Employment Opportunity Statement
Opensity is an Equal Opportunity Employer.
We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.
Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.
$58,073.00 - $147,862.00
