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Office Services Operations Manager

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Date: Mar 10, 2023

Location: Neenah, WI, US, 54957

Company: J. J. Keller & Associates, Inc.

Requisition #: 18400
Functional Area:  Leadership; Office/Clerical
Employment Type:  Full-Time
Work Options:  Remote / Work from Home in City listed above
Work Hours:  Monday through Friday, 8:00 am to 4:30 pm


Position Summary

This leadership position is responsible for leading a remote team within our Managed Services area to ensure services are performed in a quality manner, productivity gains are achieved, and internal/external customer client service expectations are met.  This role requires you to work hybrid, local remote to the Neenah, WI corporate campus or onsite.

Job Responsibilities

  • Leads, develops and coaches team:
    • Provides clear expectations, feedback and recognition
    • Participates in the hiring/selection process
    • Writes and conducts performance evaluations and progress reports
    • Handles associate relations issues
  • Delivers results in line with the following key metrics/accountabilities:
    • Associate retention
    • Client loyalty and retention objectives
    • Revenue and gross margin objectives
    • Service turnaround times and work processing deadlines (state and internal)
    • Productivity objectives
    • Quality objectives 
  • Builds a culture around operational excellence core capabilities of data based decision-making, shared responsibility and accountability, engaging in healthy feedback, driving process improvement, and continuously enhancing our client experience.
  • Applies Quality Management and Business Process Improvement principles. Facilitates continuous process improvements for the department and the company as a whole. Fosters environment for associates to participate in process improvement efforts.
  • Designs, implements and monitors internal processes, procedures, and measurement systems to ensure production, accuracy, client experience and regulatory requirements are satisfied.
  • Acquires and maintains expertise on regulatory requirements. Plays a lead role in modifying services to accommodate changing regulatory requirements.
  • Actively participates in business planning, new service development, partnership development, and other tactical departmental processes and procedures to identify service enhancements and internal productivity gains.
  • Maintains ongoing communication and positive working relationships with all associates, clients, business partners, vendors and J. J. Keller departments to resolve service issues and other concerns in a fair, consistent and timely manner.
  • Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
  • Enforces and supports all company and department policies, procedures, and initiatives. Fully support the company's commitment to safety and the environment and strive to maintain a clean, healthy and safe workplace.



  • 5+ years of experience in a services delivery or customer service environment.
  • People leadership experience preferred.


  • Bachelor's Degree in Business Related Field preferred.

Other Skills/Qualifications:

  • Strong verbal and written communication skills.
  • Strong organizational and time management skills.
  • Strong project management, process analysis and problem solving skills.
  • Ability to interact with internal and external customers at all levels.
  • Sincere commitment to providing outstanding client service. 

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.


Other Information


At J. J. Keller, we are Difference Makers because the work we do truly matters. We protect people’s lives every day. In fact, more than 90% of Fortune® 1000 companies rely on J. J. Keller to help create safe work environments. View our CAREERS video to learn more about being a Difference Maker at J. J. Keller and click here to learn what our associates have to say about life as an associate at J.J. Keller. 

Thank you for your interest in career opportunities with J. J. Keller & Associates, Inc.!  If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Not the right role for you, but know someone who could be a great fit? Refer them to us through our Professional Referral Program and you will earn a cash payment if your referral is hired. Learn more here.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton

Job Segment: Business Process, Operations Manager, Project Manager, Law, Clerical, Management, Operations, Technology, Legal, Administrative