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Role Description

The Collaborator Experience Operations Manager leads the delivery of scalable, high-quality CX operational services, ensuring consistent and compliant collaborator support across the organization. This role owns service delivery standards, inquiry management, and data integrity, leveraging people leadership, metrics, and technology to drive efficiency. As a key cross-functional partner, the CX Operations Manager aligns operations with policy, systems, audit, and broader Collaborator Experience priorities.

• Lead and scale the team responsible for responding to collaborator inquiries, ensuring consistent, high-quality service delivery across the collaborator lifecycle.
• Execute operational strategy, performance standards, and accountability frameworks to drive efficiency, quality, and continuous improvement.
• Own service level agreements (SLAs), including definition, monitoring, reporting, and corrective action planning.
• Design and oversee intake, triage, and escalation workflows, serving as the point of accountability for complex or high-risk inquiries and ensuring appropriate routing across Collaborator Experience functions.
• Analyze inquiry volume, trends, and root causes to identify systemic issues and initiate process, policy, or technology improvements.
• Partner with HR systems administration and technology teams to optimize workflows, enhance automation, and improve the collaborator experience at scale.
• Serve as an operational partner to policy committees by supporting policy development, operationalization, and ongoing maintenance of the collaborator guidebook.
• Own HRIS data integrity, governance, and audit cadence, ensuring accuracy, compliance, and alignment with internal controls.
• Lead preparation and execution for internal, external, and cross-functional audits, including documentation, remediation, and stakeholder coordination.
• Build, maintain, and govern an FAQ library to promote self-service and reduce inquiry volume.
• Provide operational leadership and execution support across the broader Collaborator Experience organization, ensuring alignment between strategy, policy, and day-to-day operations.

Qualifications

• Bachelor’s degree in Human Resources or equivalent experience
• Minimum of five years' experience in progressive Human Resources
• Demonstrated experience leading or supervising teams, including performance management and capability development
• Working knowledge of HR compliance and regulatory requirements (e.g. EEOC, DOL, payroll controls)

Requirements

• Employment is contingent upon successful completion of a background check and drug screen.

Benefits

• All new hires are required to attend New Collaborator Orientation (NCO) in Salt Lake City, Utah. The College will cover travel, lodging, and other accommodations.

Company Description

Nightingale’s commitment to diversity and inclusion is reflected both in our learners and collaborators because we believe the best outcomes for learners from underserved and diverse populations are achieved through collaborators with similar backgrounds and cultures. Nightingale Education Group is an equal opportunity employer.

With the primary focus on higher learning in healthcare professions, Nightingale Education Group contributes to elevating education, health, and employment systems through facilitation of academic achievement, personal growth, and professional development of its learners, alumni, and collaborators, while serving diverse communities.

At Nightingale Education Group, our Innovative Education model helps transform rural health landscapes through our blended-distance learning platform. Every person involved with Nightingale Education Group helps to change the lives of our learners, our communities, and ultimately the world by adding to the quality of healthcare. We are proud to have graduated nearly 5,000 nurses serving communities in need. We are serious about our outcomes and have a little bit of fun getting there.

The professional and personal development of our learners and our collaborators is our company’s foundation. Not only do we develop strategies that promote a positive work-life integration, but we also create an environment that invites you to become an expert in your field, be it through higher education or professional development. Put simply, we elevate employment, elevate health, and elevate education. We’re so happy that you’ve found us!