Job Description: Business Operations Strategist

Location: Phoenix, AZ

Reports to: President

Type: Full-Time, Onsite

About the Role

ServiceTrac is on a mission to transform the way we deliver, manage, and automate resident and employee satisfaction surveys across the senior living industry. We're looking for a Business Operations Strategist who is obsessed with fixing broken workflows, optimizing processes, and driving operational excellence across the organization.

This is a high-impact, individual contributor role that will evolve into a leadership position. You’ll be our internal detective — mapping workflows, identifying bottlenecks, and working alongside leadership and our dev team to implement smarter, faster, and more scalable operations. If you’re a systems thinker who thrives in fast-moving environments with limited resources, we want to talk to you.

Key Responsibilities

· Evaluate and document our current end-to-end survey delivery process (print, email, SMS, phone).

· Identify bottlenecks, inefficiencies, and failure points across workflows.

· Create and maintain SOPs for every aspect of the service process.

· Collaborate with internal developers to prioritize and implement automation solutions.

· Contribute to day-to-day operational needs, including administrative survey tasks (e.g., scanning).

· Lead the evaluation of our technology stack to determine if we should maintain in-house dev resources or transition to off-the-shelf platforms.

· Act as a liaison between operations, developers, and senior leadership — surfacing what’s broken and proposing what’s possible.

· Manage key vendor relationships and support implementation of new tools or processes.

· Help shift operational responsibilities away from our customer success team by building streamlined backend workflows.

Qualifications

· 5+ years of experience in operations, business process improvement, or related roles.

· Demonstrated experience documenting workflows and developing SOPs.

· Strong critical thinking skills; able to set priorities based on business impact.

· Familiarity with survey processes or data collection workflows is a plus.

· Technically fluent — you understand how systems connect and talk to each other, even if you’re not coding APIs yourself.

· Experience with tools like Excel, Tableau, Power BI, or other data visualization/analysis platforms.

· Comfortable working directly with senior leaders and pushing for change when needed.

· Hands-on and humble — willing to pitch in wherever needed to improve the system.

Nice to Have

· Experience with platforms like Power Automate, Zapier, or low-code tools.

· Background in survey administration or SaaS operations.

· Knowledge of the senior living industry (we’ll train the right person).

· Lean, Six Sigma, or process improvement certification.

Career Path

This role is designed to evolve. The right person will have the opportunity to grow into:
- Manager or Director of Operations
- VP of Operations
- General Manager

We’re looking for someone with leadership ambition, not just tactical ability.

Location

This is an on-site role based in Phoenix, Arizona. Local presence is essential to understand our process firsthand and collaborate closely with our internal teams.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

Paid time off

Schedule:

Monday to Friday

Application Question(s):

What is your experience in using Excel?_________________.

Experience:

operations, business process improvement, or related: 5 years (Required)

Ability to Commute:

Phoenix, AZ 85040 (Required)

Work Location: In person

ServiceTrac

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Business Operations Strategist