Manager, Business Operations

Manager, Business Operations

Based in Northeast Ohio, AWP Safety, is a rapidly growing national safety services provider committed to protecting our customers' people, business, and time. AWP is America's Traffic Control Leader, representing nearly every major public utility : electric, gas and telecommunications.

AWP Safety has been the leading provider and innovator of traffic control solutions since our inception in 1993. Our main goal is to improve processes by continually establishing best practices for productivity and cost effectiveness. Driving added value to our customers through the talented execution of our employees and the pursuit to provide extraordinary service for our customers is what has built our company and its national reputation for integrity.

Job Description

The Manager, Business Operations ensures AWP Safety's field-to-bill ecosystem operates at scale and delivers measurable results for customers and the business. This role is central to AWP's NextGen Ecosystemsupporting D365 adoption, driving accurate and timely billing, and strengthening the customer experience. Working across Operations, Finance, IT, and Customer Success, this leader monitors process health, resolves systemic issues, and drives continuous improvement that supports AWP's STRAP goals of profitable growth, operational consistency, and customer retention. This role is ideal for a proactive, analytical operator who thrives in a fast-growth, PE-backed environment and wants to directly impact revenue realization, customer satisfaction, and enterprise scalability.

This individual will work cross-functionally with Field Operations, Finance, IT, and Customer Success teams to monitor process health, address systemic issues, and continuously improve system usage and reporting. This role is ideal for someone who is analytical, proactive, and passionate about process excellence and customer outcomes.

Responsibilities 1. Field-to-Bill Process Health - Monitor the full order-to-cash workflow in D365, ensuring jobs move seamlessly from field execution to invoicing. - Identify and resolve bottlenecks in job closeout, approvals, or billing. - Partner with IT and Finance to address system logic, workflow exceptions, and compliance issues.

2. Billing Accuracy & Timeliness - Track KPIs tied to STRAP goals (time-to-invoice, DSO, billing accuracy). - Analyze trends in disputes and delays by division, region, or customer. - Recommend and implement targeted process improvements to support cash flow and EBITDA expansion.

3. End User Support & Training - Act as the frontline D365 business champion for field and back-office teams. - Maintain SOPs, playbooks, and quick reference guides. - Conduct onboarding and refresher training to ensure adoption and compliance. - Gather user feedback to shape future enhancements.

4. Continuous Improvement & Scalability - Capture field and commercial pain points, translating them into prioritized enhancements. - Influence system design decisions as the voice of business operations. - Drive consistency across POD structures, aligning with AWP's Org Design.

5. Data Stewardship & Customer Experience - Ensure account and billing data integrity to support accurate reporting. - Partner with Customer Success and Account Managers to resolve recurring SLA, invoicing, or dispute issues. - Validate that customer-facing documents are clear, consistent, and support AWP's Land, Expand, Retain strategy.

6. Reporting & Accountability - Build and maintain dashboards that measure field-to-bill performance. - Track KPIs that tie directly to STRAP financial outcomes (e.g., revenue realization, customer retention, billing timeliness). - Provide insights to leadership that drive accountability, process refinement, and customer confidence.

Qualifications

• 6-10 years of experience in Business Operations, Customer Success, Billing or similar role
• 2-5 years project management experience preferred
• Familiarity with ERP systems Dynamics 365 or equivalent; Dynamics 365 Certification preferred
• Strong analytical skills and comfortable working with operational metrics
• Excellent communication and collaboration abilities
• High attention to detail and organizational skills
• Bachelor's degree in Business, Operations, or related field preferred
• Salary - $100,000 - $115,000.

AWP Safety is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Additional Information

AWP Safety is an Equal Opportunity Employer (EOE). Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Qualified applicants will receive consideration for employment without regard to their race, color, age, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.