Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of SLA and performance monitoring across vendors and operational processes.

• Evaluate quality, performance, and operational data to uncover trends, risks, and areas for improvement.

• Create data-driven recommendations for operational enhancements and best practices, then implement approved changes.

• Act as the primary escalation point for performance and quality-related issues.

• Collaborate across functions to investigate root causes and drive resolutions.

• Engage directly with vendors to assess performance and ensure adherence to SLAs, quality standards, and SOPs through documentation, guidance, and training.

• Design, document, and sustain up-to-date training materials, SOPs, and best practices.

• Implement continuous improvement initiatives and guarantee that changes are adopted effectively and achieve their intended results.

• Work closely with Product and Engineering to provide operational insights and enhance workflow and product development.

• Partner with Customer Success to ensure operational performance meets customer expectations and delivery standards.

• Create and maintain reporting dashboards to monitor performance, quality, and trends over time.

⛳️ Requirements

• A minimum of 4 years' experience in operations, quality, or business process roles, preferably in SaaS or technology-driven environments with distributed teams.

• Proven experience managing quality and SLA performance, including measurement, analysis, gap identification, and corrective actions.

• Strong analytical capabilities with the capacity to work with raw data, reports, and dashboards to identify trends and performance deficiencies.

• Experience serving as an operational escalation point, conducting root cause analysis and driving resolutions across teams.

• Proficient in collaborating directly with vendors to evaluate performance, support SLA compliance, quality standards, and SOPs through training and enablement.

• Demonstrated ability to develop and maintain clear, actionable SOPs, training materials, and operational guidelines.

• Experience in cross-functional collaboration with Customer Success, Product, and Engineering teams.

• Capability to present data-driven recommendations and take initiative in implementing approved changes.

• Exceptional written and verbal communication skills, with the ability to clearly convey data, findings, and expectations to both internal and external stakeholders.

• Self-motivated, detail-oriented, and comfortable functioning as an individual contributor in a hands-on, execution-driven role.

• Thrives in dynamic, complex environments and understands the requirements to uphold high standards as operations grow.

🏝️ Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision).

• Retirement Plan (401k with 4% company match).

• Life Insurance (Basic, Voluntary & AD&D).

• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays).

• Parental Leave for both caregivers.

• Annual Events & Meetups.

• Work From Home (Fully Remote Team).

• Stock Option Plan.