Senior Manager, Operations Excellence

Who We Are

We are Tennis! The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport’s growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open.

We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don’t know tennis? Don't worry, you can still find yourself in the game!

We are seeking a Senior Manager, Operations Excellence
, to serve as a Process Architect and Strategic Fixer within the Technology department. This is a leadership position for an individual who is not a remote resource but a dedicated teammate at the heart of our operations. You are the engine of efficiency tasked with ensuring our teams have the logical workflows and clear requirements they need to achieve their goals.

Although this role resides within the Technology department, its impact is organization-wide and is not strictly limited to technical initiatives. We are moving away from reactive "order taking". As our Senior Manager, you will be proactive rather than reactive
: you will hunt down broken processes, identify friction points, and propose the strategic projects necessary to fix them, whether they require a technology solution or a purely operational adjustment. You are Outcome Focused
: your success is not measured by the delivery of a document, but by the measurable achievement of departmental goals, project success, and organizational excellence.

• Strategic Operational Leadership: Act as a "Critical Friend" and senior guide for the organization, providing the analytical muscle to push, support, and drive daily operations toward peak performance across both technical and non-technical domains.
• Proactive System Discovery: You will not wait for a project to be assigned. You will audit current workflows to find the "white space" and bottlenecks that slow the organization down, proposing structural fixes that improve the business machine regardless of whether a technical change is involved.
• Operational Project Oversight: Lead the end-to-end lifecycle of identified process improvement initiatives. This includes defining project scope, establishing timelines, coordinating resources, and monitoring progress to ensure that operational enhancements are delivered successfully and on schedule.
• Friction and Value Stream Analysis: Use Lean principles to deconstruct complex tasks, identify non-value-added steps, and design "To-Be" workflows that accelerate speed-to-market for United States Tennis Association initiatives.
• Root Cause Investigation: Lead high-level investigations into operational "pain points" to identify structural solutions, moving beyond symptoms to address underlying business processes.
• Consensus and Guidance: Facilitate workshops to harmonize conflicting priorities among team leads, providing the data-driven guidance and leadership needed to reach a unified path forward for the organization.

You are responsible for creating and maintaining a library of high-value assets for the organization, ensuring there is zero ambiguity in our operations:

• Optimized Process Models: "As-Is" and "To-Be" workflows utilizing Business Process Model and Notation or Unified Modeling Language standards.
• Business Requirement Documents: Crystal-clear, executive-level specifications that translate complex team needs into actionable business logic.
• Strategic Gap Analysis Reports: Roadmaps detailing the distance between current capacity and our future-state operational goals.
• Operational Use Cases: Deep-dive documentation defining exactly how our people and tools interact to produce results for players and members.
• Implementation Toolkits: Practical documentation and guidance to lead the team through the adoption of new operational standards.

• Foundational…