Senior Manager of Operations

Senior Manager of Operations – Northwest Center

Location:

Seattle, WA – Hybrid Schedule

Salary Range: $84,000 – $97,000

The Employment Transformation Collective (ETC), a dynamic “start‑up” division of Northwest Center, delivers comprehensive accessibility solutions to businesses through training, consulting, and its flagship Accessibility Partner Service. We are seeking a Senior Manager of Operations to oversee the seamless delivery of integrated services across ETC’s accessibility portfolio, contracts, and client teams. The role leads an evolving team of customer‑facing Client Success Managers (CSMs) across diverse contracts nationally and internationally, providing strategic operational leadership and program oversight for managed services, driving continuous improvement and introducing innovative offerings to the market.

Benefits include a competitive and affordable medical package (including hearing & hardware coverage!), dental, vision, disability, and life insurance; 17 accrued paid time off days annually; 7 paid holidays plus 2.5 floating holiday days (5 after one year); retirement 401(k) with company match;
Employment Assistance Program via Spring Health; mental wellness program with up to six free therapy sessions per year; physical wellness reimbursement ($25/month); student loan contribution program ($50/month); pet insurance discount program; and a highly skilled, dedicated, and collaborative team.

• Competitive and affordable medical package (including hearing & hardware coverage!)
• Dental, vision, disability, and life insurance
• 17 accrued paid time off days annually
• 7 paid holidays + 2.5 floating holiday days (5 after one year)
• Retirement 401(k) with company match
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program with up to six free therapy sessions per year
• Physical Wellness Reimbursement Program – $25 per month
• Student Loan Contribution Program – $50 per month
• Pet Insurance Discount Program
• Highly skilled, dedicated, and collaborative team

Check out the entire list of benefits Northwest Center has to offer:

• Provide daily leadership and guidance to CSMs
• Build and manage a strong leadership team with career development and succession planning
• Drive talent acquisition, retention, and leadership growth through mentoring and coaching
• Foster an inclusive, diverse culture that promotes engagement
• Partner with training leadership to enhance programs and support continuous improvement

• Lead and oversee program management across contracts to ensure compliance, quality, and client satisfaction
• Maintain accurate training documentation, SOPs, and resource libraries
• Drive continuous improvement and scalability using analytics and technology
• Set and track KPIs and success metrics for growth
• Manage contract compliance, SLAs, billing, and accountability
• Oversee P&L reviews, invoicing, and audits in partnership with accounting
• Serve as subject matter expert on billing and compliance
• Support administrative, project, and budget needs for senior leadership
• Develop SOPs and service delivery models for new programs

• Partner on long‑term growth initiatives and operational effectiveness
• Design and implement project plans for information systems and process improvements
• Evaluate program performance and identify areas for improvement
• Act as a solutions provider for contract challenges and scalability
• Collaborate on marketing, sales, and outreach efforts to drive revenue
• Build strong customer relationships and expand business opportunities
• Monitor trends in disability employment and workforce development to inform strategy

• 5+ years of demonstrated experience in a role leading business operations, scaling services, and people leadership
• 5+ years of experience providing account management or business development
• 2+ years of experience leading or participating in B2B sales
• 2+ years of experience providing vendor services to large multinational businesses
• 2+ years’ experience with pricing, billing, and contracts
• Demonstrated change management experience
• Demonstrated experience designing and managing programs, including creating an…