Operations standards manager (remote)

GT Independence is a family-founded, leading national Financial Management Services (FMS) provider that supports individuals participating in self-direction programs, helping them manage their long-term care and support services at home and in community-based settings. Dedicated to promoting personal choice, independence, and quality of life, GT Independence delivers reliable, person-centered financial and administrative services that empower individuals to direct their own care. With a growing national presence, the organization continues to expand its impact through innovation, service excellence, and a strong commitment to the people and communities it serves.

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.

Responsibilities:

OPERATIONAL STANDARDS & DOCUMENTATION

• Lead the development, maintenance, and governance of SOPs, job aids, process maps, and reference materials, ensuring documentation standards, version control, and approval processes are followed.
• Assess documentation needs, identify gaps, and ensure operational content remains aligned with regulatory requirements, business rules, policies, and system changes.

CHANGE MANAGEMENT

• Coordinate operational impact assessments and readiness activities for business, system, compliance, and market changes, including communications, training resources, and SOP updates.
• Facilitate stakeholder alignment, operational signoffs, and representation in change governance activities such as CAB meetings.

CROSS-FUNCTIONAL IMPLEMENTATION SUPPORT

• Partner with IT, Operations, and Training teams to support system enhancements, implementations, testing, workflow design, and operational readiness.
• Serve as the operational subject matter expert for enterprise tools and technologies, ensuring consistent adoption of standardized processes.

CONTINUOUS IMPROVEMENT & PERFORMANCE MANAGEMENT

• Identify, prioritize, and implement process and documentation improvements using operational data, audits, user feedback, and business insights.
• Monitor adherence to operational standards, support corrective actions, and oversee performance dashboards and key metrics related to productivity, growth, efficiency, and strategic objectives.

Qualifications

• 5+ years of experience in operations, business process improvement, change management, or related areas.
• Bachelor’s Degree in Business Administration, Operations Management, Healthcare Administration, Quality Management, or related field required.
• Prior leadership or supervisory experience.
• Demonstrated ability to write high-quality SOPs, workflows, and job aids for diverse audiences.

As an organization focused on helping both the people we serve and our employees succeed, we foster a culture where individuals can grow, thrive, and make a meaningful difference every day. Join us in our mission: "To help people live a life of their choosing regardless of age or ability."

GT Independence is an equal opportunity/affirmative action employer. All qualified applicants will be considered without regard to age, race, color, sex, religion, nation origin, marital status, ancestry, hairstyle, citizenship, veteran status, sexual orientation or preference, or physical or mental disability.