Operations Standards Manager

Description

Work for a company where you make a difference in people's lives every day! At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place. Let us help you discover a new passion for doing good in a growing industry.

The Operations Standards Manager leads the development, implementation, and maintenance of operational processes, documentation, and standards. This role ensures consistency, accuracy, and readiness across markets by driving SOP development, coordinating change management activities, and partnering with cross-functional teams and departments, including IT, Legal, Compliance, training teams, and Operations leadership, to ensure successful adoption of new or updated processes and technologies.

The Manager serves as a central point of coordination for operational readiness, ensuring that all changes to systems, workflows, and policies meet quality standards and are fully supported with the appropriate documentation, communication, and training resources.

Operational Standards & Documentation

• Lead the creation, revision, and lifecycle management of Standard Operating Procedures (SOPs), job aids, reference guides, and process maps.
• Establish documentation standards including version control, formatting, terminology, and approval workflows.
• Conduct needs assessments to identify documentation gaps and prioritize content updates.
• Ensure all process documentation reflects regulatory, policy, system, and business rule changes.

Change Management

• Coordinate operational impact assessments for proposed changes originating from markets, IT, compliance, or leadership.
• Develop operational readiness plans including SOP updates, communication strategy, and staff enablement resources.
• Participate in CAB (Change Advisory Board) or equivalent decision meetings as an Operations representative.
• Facilitate stakeholder alignment and ensure required signoffs for changes affecting operations.

Cross-Functional Implementation Support

• Partner with IT to interpret system changes, validate workflow impacts, and support user acceptance testing from an operations perspective.
• Support system rollouts and new-business implementations by defining operational requirements and standardizing workflows.
• Collaborate with Operations Training to ensure materials reflect current processes and are deployed effectively.
• Serve as the operational SME for enterprise tools and technology used by front-line teams.

Continuous Improvement

• Identify inefficiencies and inconsistencies in operational practices; recommend and implement standardized solutions.
• Monitor adherence to established standards and escalate issues when corrective action is needed.
• Leverage data and user feedback to inform documentation and process improvement priorities.

• High School Diploma or GED equivalent required
• Associates Degree preferred

• 5+ years of experience in operations, business process improvement, change management, or related areas.
• Demonstrated ability to write high-quality SOPs, workflows, and job aids for diverse audiences.
• Experience supporting system implementations and working closely with IT teams.
• Exceptional communication, critical thinking, and cross-functional collaboration skills.

• Work is performed in a typical office setting, remote work eligible.

GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal assistants.

Our Operations team strives to create trust, autonomy and even fun. We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.

We value excellence, but we won’t micromanage to achieve it. If you are self-motivated, we’ll give you the freedom to succeed on your own. Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.

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GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.