About Kellen

Kellen stands as a global leader in providing management and services to professional and trade organizations. We empower Board leaders by offering operational frameworks and strategic guidance to better serve their organization's mission and vision.  

As a dedicated professional services company, we offer solutions to organizations, such as association management, public affairs, marketing, meeting management, education, and strategic communication. Leveraging our expertise across diverse industries including healthcare, food and beverage, buildings and materials, and technology, as well as our global perspective with a presence in North America and Europe, we collaborate with over 100 organizations to help achieve their goals.  

Understanding the importance of a strong and effective Board of Directors, we offer customized management solutions that address the unique needs of each organization we partner with. 

Position Summary 

Following the Kellen strategic plan, the Manager, Operations will support the Operations team to help design, implement and improve systems and business processes for Kellen. This role will work with individuals and teams across departments to identify challenges and develop solutions to take the company to the next level. This position will work with senior leadership and shape the future of Kellen.  

Essential Functions 

• Works closely with client teams and internal departments to define and document business processes and requirements, identify improvements, set standards, and introduce efficiencies.   

• Ensures coordination of efforts between internal teams by serving as liaison and identifying and resolving issues.  

• Leverages technology and automation tools to enhance process optimization, ensure standardized and consistent internal processes, and addresses process bottlenecks.  

• Develops and implements internal training and working groups to ensure operational plan execution  

• Facilitates knowledge transfer and learning gaps when staff allocation changes occur to ensure seamless operations.  

• Supports internal change management through clear, effective communication and strong project management skills.  

• Partners with hiring managers and leadership to support talent acquisition, employee onboarding and performance management.  

• Drafts and distributes internal communication to key stakeholders within the company via the corporate intranet, Teams, and other internal vehicles.  

• Works collaboratively with internal departments to draft, design and distribute internal communication.  

• Works on professional service automation (OpenAir), enterprise resource planning (NetSuite), service desk (Jira), and document management (SharePoint) solutions.  

• Provides dashboards and reporting tools to streamline data tracking. 

• Identifies opportunities to improve report design and ensure recommended solutions align with business needs.   

• Manages complex projects with multiple stakeholders, including coordinating resources and managing project timelines. 

Other duties that align with the mission and vision of the company as assigned. 

Qualifications  

• Bachelor’s degree in business, operations, communications, or other related discipline preferred.   

• 3-5 years’ experience as a business analyst, business support specialist, or other professional services industry-related experience.  

• Experience with client services or associations preferred.  

• Experience with association management software preferred.   

• Demonstrates problem-solving skills, decision-making ability, and the ability to take initiative and be assertive.   

• Knowledge of the principles, procedures, and best practices in the professional services industry.‎  

• Ability to work with all levels of the organization, including senior leadership.   

• Effective planning and organization skills to effectively manage multiple tasks/projects at any given time; reliability to maintain established schedule, manage time and priorities, and meet commitments and deadlines.  

• Strong sense of ownership and accountability to identify tasks and see them through to completion.  

• Polished communication skills, both written and verbal, and interpersonal skills to manage relationships with vendors, internal, and external clients.  

• Ability to quickly and accurately assess situations to determine objectives and next steps for resolution.  

• Commitment to quality and continuous improvement of processes.  

• Proactive and collaborative working style.  

Physical Demands 

This position operates within an office environment. The physical demands outlined below are representative of those that must be met by an employee to successfully fulfill the essential functions of the job. Reasonable accommodations may be provided to enable individuals with disabilities to perform these essential functions. 

• Extended Work Hours: The nature of this role may require more than 40 hours per week to fulfill job responsibilities. Additionally, flexibility in working nights and weekends may be necessary. Longer hours, travel, and weekend commitments are typically associated with conferences or special events. 

• Office Equipment Usage: The role routinely involves the use of standard office equipment, including but not limited to computers, telephones, photocopiers, filing cabinets, and fax machines. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not exhaustive lists of all duties, responsibilities, or physical demands required. Employees may be required to perform other duties as assigned, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Travel Requirements 

Occasional travel may be necessary for this position, up to 10% of the time. Modes of transportation may include air travel, car, or rail. 

Kellen EEO Statement

Kellen does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of Kellen to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.