Manager – R&D Operations

This is a fully remote position, open to applicants in Arizona, +7 more locations.

📋 Description

• Oversee the operating system for SDX Product, Engineering, and Cloud Operations

• Ensure predictable delivery, reliability, compliance, and unit economics

• Standardize processes, tools, and reporting mechanisms

• Provide operational support to the Business Unit General Manager

• Design and implement the operating cadence, which includes OKRs, MBRs/QBRs, roadmap health, and RAID

• Lead cross-functional program delivery for platform, cloud, and AI initiatives

• Establish Site Reliability Engineering (SRE) practices, including SLO/SLI tracking, incident command, PIRs, and runbooks

• Develop follow-the-sun on-call and after-hours response coverage

• Standardize ticketing processes in Jira, covering intake, SLAs, routing, escalation, and product-wide flow

• Drive and oversee compliance and certification initiatives such as SOC 2, ISO 27001, TX-RAMP, and FedRAMP

• Create executive-ready dashboards and publish DORA, SLO, ticket, and COGS-per-tenant metrics

• Collaborate with Product Security and DevSecOps to implement controls and secure the SDLC tooling

• Enhance customer transparency through status pages, upgrade notifications, knowledge base, and self-service options

• Prioritize the Cloud/SRE backlog, automate monitoring and agent deployment, and maintain environment hygiene

• Assist the BU GM with operational plans, QBR presentations, forecasts, and vendor SOWs

• Manage vendors and partners, including cloud initiatives and funding opportunities

• Mentor teams on process adoption and provide training and change management

⛳️ Requirements

• 7–10+ years of experience in product/engineering operations, program management, or PMO leadership

• Proven track record of delivery across cloud platforms (AWS/Azure) and modern product development methodologies (Scrum/Kanban)

• Hands-on experience with Jira/Confluence, observability stacks, and business intelligence tools (e.g., PowerBI)

• Experience in incident management

• Comfortable with defining SLOs and conducting PIRs

• Knowledge of security and compliance frameworks (e.g., SOC 2, ISO 27001)

• Excellent communication skills

• Strong stakeholder management abilities with both executives and technical teams

• Full-time, exempt employee status

🏝️ Benefits

• Competitive salaries and benefits

• Opportunities for personal and professional development

• Flexibility in work arrangements

• Health, dental, and vision coverage from day one

• Immediate enrollment in 401(k), HSA, and FSA plans

• Flexible PTO policy

• Tuition and personal enrichment reimbursement

• Option to enroll in ID Theft Protection Program

• Holistic wellbeing perks

• Comprehensive benefits package for full-time exempt employees