Digital Platform Operations Specialist - Michael Sullivan and Associates

SOC Manager of Operations

JOB DESCRIPTION

Location: 90% remote, reporting to the El Segundo office. 

Sullivan on Comp is the leading digital resource for California workers’ compensation law, offering a comprehensive 16-volume treatise, specialized benefits calculators, professional education webinars, and monthly legal updates. The service also features ChatSOC, an AI-driven assistant that provides users with instant access to legal information and tools, making it an essential subscription resource for over 8,000 industry professionals. 

The Manager of Operations will be responsible for overseeing and managing the operational, financial, and compliance functions of Sullivan on Comp. This role is crucial to ensuring that the operations run smoothly, efficiently, and in compliance with all relevant regulations. As a key member of a small, self-contained team, the Manager of Operations will take on a broad range of responsibilities, effectively serving as the finance, marketing, and IT functions.

KEY RESPONSIBILITIES: 

Operations

• Oversee data reporting and tracking, ensuring accurate and timely insights for decision-making.
• Review and upgrade existing data tracking and reporting systems.
• Develop a one-button account usage reporting system for sales representatives.
• Create and maintain a dashboard with key performance indicators (KPIs) for leadership visibility.
• Develop, write, and implement scripts or use tools to automate repetitive tasks, optimizing workflow efficiency.
• Identify opportunities for process automation and lead hands-on implementation to reduce manual workload.
• Collaborate with team members to integrate automation solutions into daily operations, providing training and support as needed.
• Serve as a backup for customer service, learning the function thoroughly to provide support when needed.
• Integrate AI resources as the first-tier response in customer service to enhance efficiency.
• Consolidate and update internal help resources, ensuring they are current and accessible.
• Investigate and advise on best practices in operations, data management, and security.
• Oversee vendor applications submitted by Sullivan on Comp to its customers and manage accounts with external entities requiring approval.
• Administer education provider status and compliance with CA State Bar, HRCI, SHRM, and CA WC Continuing Education requirements.

Compliance & Administration

• Manage Terms of Service (TOS) and Privacy Policy documents and procedures.
• Ensure compliance with security and privacy parameters, including completing IT security assessments.
• Ensure compliance with all relevant continuing education provider requirements.
• Ensure compliance with sales tax reporting requirements.

Finance

•  Manage budget vs. actual performance, ensuring financial goals are met.
• Conduct reconciliation between Recurly and QuickBooks to ensure accurate financial reporting.
• Oversee sales tax reconciliation and filing in compliance with state and federal regulations.
• Analyze subscription cancellations and overall performance to identify trends and areas for improvement.

Marketing & Advertising

• Implement and manage marketing projects and campaigns in coordination with the sales team.
• Develop and execute online ad strategies, ensuring optimal ROI.
• Manage outbound cold email outreach, ensuring effective communication strategies.
• Oversee software configuration and automation to streamline marketing processes.
• Manage HubSpot emails and workflows, ensuring seamless execution of marketing campaigns.
• Administer Intercom automated messaging to enhance customer engagement.
• All other duties or tasks, as needed.

REQUISITE SKILLS & EXPERIENCE

• Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.
• At least 5-7 years of experience in operations management, with a strong background in finance, marketing, and compliance.
• Proven experience in data management, reporting, and analysis.
• Strong knowledge of IT security practices and compliance requirements.
• Experience with marketing automation tools (e.g., HubSpot, Klenty) and customer engagement platforms (e.g., Intercom).
• Excellent organizational and leadership skills, with the ability to manage multiple projects simultaneously.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Exceptional communication skills, both written and verbal.