Vital Records Control (VRC) · 1 month ago
Operations Manager ECM
Tustin,CA,US
Full-time
Onsite
Mid, Senior Level
$65K/yr - $85K/yrVital Records Control (VRC) is seeking an Operations Manager who will be accountable for the leadership, performance, and operational excellence of the scanning facility. This role includes overseeing all functional areas, ensuring efficient operations, and maintaining alignment with organizational goals while also managing customer relationships and financial performance.
Big DataCloud Data ServicesCloud StorageData StorageDigital SignageDocument ManagementEnterprise SoftwareInformation ServicesSaaSSoftware
Responsibilities
Lead all departments at the site, including Prepping, Scanning, Indexing, Quality Control, and Organizational functions
Directly oversee the Digital Supervisor, ensuring they clearly understand their roles and meet performance expectations
Ensure both managers work together to maintain a seamless workflow from work receipt to delivery
Ensure all employees understand their roles, goals, and how their performance ties into site and company success
Drive accountability across all levels of the site
Serve as the primary customer contact for escalations, service failures, and major updates
Ensure customer expectations are communicated to department managers and leads
Maintain complete knowledge of all customer contracts, including pricing, SLAs, and specific work instructions
Track contract renewal dates and work with Sales and Executive Leadership to renew or amend agreements as needed
Ensure all Change Orders and scope adjustments are documented and communicated to the appropriate teams
Own and manage site financial performance, including: Revenue vs. Budget, Revenue per FTE, EBITDA performance
Work directly with the Digital Manager and the Digital Supervisor to ensure production is aligned with revenue goals
Review and approve all billing data before submission to ensure accuracy and maximize revenue capture
Identify opportunities to improve profitability through efficiency gains and cost control
Serve as the primary liaison between the site and executive leadership
Conduct regular check-ins with both the Digital Manager and the Digital Supervisor to review: Backlog status, Equipment issues, Employee performance, Customer concerns, Process improvements
Provide weekly and monthly updates to executive leadership on: Backlog inventory, Production performance, Weekly revenue report, Staffing challenges, Key risks and opportunities
Directly manage and develop the Digital Manager and the Digital Supervisor
Ensure managers are effectively leading their teams and holding their employees accountable
Provide regular coaching and development to managers to improve their leadership and operational skills
Partner with HR to address performance issues, disciplinary actions, and staffing needs
Foster a positive, accountable, and performance-driven culture across the site
Maintain full visibility and accountability for the site’s inventory and backlog
Ensure both managers maintain accurate AR and SAR reporting
Review backlog aging weekly and push managers to reduce old work while balancing new incoming work
Work with managers to prioritize work based on revenue impact, deadlines, and customer needs
Oversee all equipment performance and ensure issues are escalated appropriately
Ensure service calls are placed timely and followed through to resolution
Review equipment uptime/downtime reports from the Scanning & Indexing Manager
Maintain the facility in a clean, organized, and safe condition
Set clear performance expectations for all departments and employees
Track site performance through a combination of weekly manager reports, floor observation, and direct data analysis
Review and validate all KPI reporting provided by the Digital Manager and the Digital Supervisor
Address any gaps in performance quickly and directly, working with managers to develop corrective action plans
Hold both managers accountable for delivering on their responsibilities
Manage and Improve Key Performance Indicators (KPIs): Revenue vs. Budget, Revenue per FTE, Site EBITDA, Backlog aging, Boxes completed per day/week, Scanning and indexing productivity rates, Quality error rates, Customer satisfaction (escalations, rework rates), Employee attendance and turnover
Qualification
Required
Operational Leadership
Lead all departments at the site, including Prepping, Scanning, Indexing, Quality Control, and Organizational functions
Directly oversee the Digital Supervisor, ensuring they clearly understand their roles and meet performance expectations
Ensure both managers work together to maintain a seamless workflow from work receipt to delivery
Ensure all employees understand their roles, goals, and how their performance ties into site and company success
Drive accountability across all levels of the site
Customer and Contract Management
Serve as the primary customer contact for escalations, service failures, and major updates
Ensure customer expectations are communicated to department managers and leads
Maintain complete knowledge of all customer contracts, including pricing, SLAs, and specific work instructions
Track contract renewal dates and work with Sales and Executive Leadership to renew or amend agreements as needed
Ensure all Change Orders and scope adjustments are documented and communicated to the appropriate teams
Financial Performance Management
Own and manage site financial performance, including: Revenue vs. Budget, Revenue per FTE, EBITDA performance
Work directly with the Digital Manager and the Digital Supervisor to ensure production is aligned with revenue goals
Review and approve all billing data before submission to ensure accuracy and maximize revenue capture
Identify opportunities to improve profitability through efficiency gains and cost control
Communication and Reporting
Serve as the primary liaison between the site and executive leadership
Conduct regular check-ins with both the Digital Manager and the Digital Supervisor to review: Backlog status, Equipment issues, Employee performance, Customer concerns, Process improvements
Provide weekly and monthly updates to executive leadership on: Backlog inventory, Production performance, Weekly revenue report, Staffing challenges, Key risks and opportunities
Personnel Management and Development
Directly manage and develop the Digital Manager and the Digital Supervisor
Ensure managers are effectively leading their teams and holding their employees accountable
Provide regular coaching and development to managers to improve their leadership and operational skills
Partner with HR to address performance issues, disciplinary actions, and staffing needs
Foster a positive, accountable, and performance-driven culture across the site
Inventory and Backlog Control
Maintain full visibility and accountability for the site's inventory and backlog
Ensure both managers maintain accurate AR and SAR reporting
Review backlog aging weekly and push managers to reduce old work while balancing new incoming work
Work with managers to prioritize work based on revenue impact, deadlines, and customer needs
Equipment and Facility Oversight
Oversee all equipment performance and ensure issues are escalated appropriately
Ensure service calls are placed timely and followed through to resolution
Review equipment uptime/downtime reports from the Scanning & Indexing Manager
Maintain the facility in a clean, organized, and safe condition
Performance Tracking and Accountability
Set clear performance expectations for all departments and employees
Track site performance through a combination of weekly manager reports, floor observation, and direct data analysis
Review and validate all KPI reporting provided by the Digital Manager and the Digital Supervisor
Address any gaps in performance quickly and directly, working with managers to develop corrective action plans
Hold both managers accountable for delivering on their responsibilities
Manage and Improve Key Performance Indicators (KPIs): Revenue vs. Budget, Revenue per FTE, Site EBITDA, Backlog aging, Boxes completed per day/week, Scanning and indexing productivity rates, Quality error rates, Customer satisfaction (escalations, rework rates), Employee attendance and turnover
Preferred
Lean Six Sigma
Company
Vital Records Control (VRC)
VRC Companies, LLC. dba Vital Records Control (VRC) is a national digital document management solutions leader.
Founded in 1988
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-04-26Acquired
Leadership Team
Danny Palo
Chief Executive Officer
Kelly Luttrell
Chief Financial Officer
Recent News
Arkansas Business — Business News, Real Estate, Law, Construction
2025-11-04
Company data provided by crunchbase