Job Opportunities: service operations lead

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Operations Team Lead, Customer Service to oversee the day-to-day operations of an image verification team within CAI's Toll Division. This team is composed of neurodiverse individuals, and the ideal candidate will bring both operational expertise and a genuine commitment to inclusive leadership. You will serve as the primary point of support, coaching, and accountability for your team — ensuring productivity targets are met while fostering a structured, predictable, and psychologically safe work environment. This position will be Full-Time and Onsite. With employees expected to be located within the Commonwealth of Pennsylvania and work onsite 5 days per week.

Only work authorizations that will not require sponsorship now or in the future will be considered.

What You’ll Do

• Lead, mentor, and support a team of five neurodiverse image verification specialists in their daily work

• Provide clear, consistent, and structured communication of daily goals, expectations, and any changes to workflow or routine

• Serve as the first point of contact for team members who need task clarification, accommodations support, or conflict resolution

• Proactively identify and address individual team member needs, adjusting coaching styles to suit different communication and learning preferences

• Foster an inclusive, respectful, and psychologically safe work environment that allows all team members to perform at their best

• Coordinate with HR and management to support workplace accommodations in compliance with ADA and company policy

• Oversee daily image verification workflow to ensure the team meets the standard processing rate of at least 350 images per hour at a 99.9% accuracy rate

• Monitor individual and team performance metrics, providing real-time feedback and guidance as needed

• Assign and balance workloads across team members, accounting for individual strengths and capacity

• Identify, document, and escalate repetitive abnormalities or systemic issues discovered during image processing

• Ensure all team functions are performed in compliance with established performance measures, quality standards, and client requirements

• Assist with onboarding and training new team members on VPS software, scanning equipment, and image processing procedures

• Provide ongoing coaching to reinforce accuracy, speed, and adherence to process
  Support team members in building confidence and independence in their roles over time

• Oversee basic daily maintenance and troubleshooting of microfilm and scanning equipment (high-speed document scanners, flatbed scanners, book scanners, 16mm/35mm planetary cameras, and archival writing equipment)

• Communicate repair or non-routine maintenance needs to the Lab Production Lead or appropriate management

• Ensure team members have functioning, properly configured workstations at the start of each shift

• Provide regular performance updates and operational reports to management

• Document team attendance, productivity metrics, and any incidents or concerns in a timely and accurate manner

• Serve as liaison between the image verification team and broader management, advocating clearly for the team's needs and successes

What You'll Need

Required:

• High school diploma or equivalent

• Minimum 1 year of supervisory or team lead experience in a professional capacity, ideally in a data entry, document processing, or production based environment

• Demonstrated experience working with neurodivergent individuals, or equivalent training in inclusive workplace practices (e.g., autism spectrum, ADHD, dyslexia, sensory processing differences)

• Strong interpersonal and communication skills with the ability to adapt style to diverse needs

• Basic PC skills and comfort with productivity and tracking software

• Excellent attention to detail and ability to monitor quality and accuracy across a team

• Strong organizational and time management skills

• Dependable, patient, and solutions oriented

• Must have Pennsylvania residency for the duration of working in this role, and be willing to work within the clients facility near Harrisburg, PA

Preferred:

• Experience in image verification, document imaging, microfilm processing, or toll/transportation operations

• Familiarity with VPS (Vehicle Processing Systems) or similar platforms

• Experience coordinating workplace accommodations in partnership with HR

• Knowledge of ADA requirements and neurodiversity best practices in the workplace

#LI-NA1

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.