Operations Lead
Company: C-HIT
Location: Columbia
Posted on: February 18, 2026
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Job Description:
Job Description Job Description Key Responsibilities 1.
Operational Management Lead daily operations to ensure seamless
delivery of services and business processes. Monitor KPIs, SLAs,
and operational metrics to maintain high performance and customer
satisfaction. Manage incident triage, escalations, and resolution
workflows. Ensure compliance with organizational policies,
standards, and governance models. 2. Team Leadership Supervise,
mentor, and support operations staff across multiple functional
areas. Conduct regular team meetings, performance reviews, and
training sessions. Foster a culture of accountability,
collaboration, and continuous improvement. 3. Process Optimization
Identify gaps in workflows and implement process improvements.
Develop Standard Operating Procedures (SOPs) and operational
playbooks. Work with cross?functional teams to streamline processes
and reduce inefficiencies. 4. Stakeholder Collaboration Act as the
primary point of contact for operational issues and escalations.
Work closely with product owners, engineering, project managers,
and leadership. Translate business needs into actionable
operational requirements. 5. Reporting & Governance Prepare
weekly/monthly operational reports, dashboards, and analytics.
Ensure adherence to SLAs, compliance guidelines, and quality
standards. Contribute to risk assessment and mitigation planning.
6. Tools & Technology Oversight Oversee tooling used for operations
(ticketing systems, monitoring tools, dashboards). Collaborate with
IT/engineering teams on system upgrades, integrations, and
automation. Leverage data insights from tools to improve
operational efficiency. Required Skills & Experience Technical &
Professional Skills 5–10 years of experience in operations
management or service delivery leadership. Strong understanding of
operational frameworks (ITIL, Lean, Six Sigma). Experience with
ticketing/ITSM tools (ServiceNow, Jira, Zendesk, Remedy). Ability
to analyze data, create reports, and manage performance metrics.
Soft Skills Excellent communication and leadership skills. Strong
organizational, analytical, and problem?solving capabilities.
Ability to influence and collaborate with cross-functional teams.
High emotional intelligence and stakeholder management skills.
Certifications (Preferred) ITIL Foundation or higher Lean Six Sigma
(Green Belt/Black Belt) PMP or similar (optional but beneficial)
Any domain?specific certification (depending on the environment)
Nice-to-Have Experience Knowledge of Agile/Scrum methodologies.
Experience in high-availability, high-volume operations. Background
in DevOps, API operations, or cloud platforms (AWS/Azure/GCP).
Exposure to enterprise CMS, integration platforms, or digital
transformation programs. Residency Requirements: Candidate must be
US Citizen OR Green Card to obtain Public Trust clearance and must
have lived in the United States for at least three (3) out of the
last five (5) years. Salary & Benefits Information: The actual
salary offer will carefully consider a wide range of factors,
including your skills, qualifications, experience, and location.
C-HIT offers Healthcare Benefits, Remote Working Options, Paid Time
Off, PTO cash-out, Training/Certification opportunities, Healthcare
Savings Account & Flexible Savings Account, Paid Life Insurance,
Short-term & Long-term Disability, 401K Match & Profit sharing,
Employee Assistance Program, Paid Holidays, and much more perks and
Voluntary benefits! Employees of C-HIT shall, as an enduring
obligation throughout their term of employment, adhere to all
information security requirements as documented in company policies
and procedures. C-HIT, a CMMI Maturity Level 5 company, focuses on
delivering information technology and professional services to
Federal and State agencies. "C-HIT is an EOE, including disability
and veterans”
Keywords: C-HIT, Wilmington , Operations Lead, IT / Software / Systems , Columbia, Delaware
