Technology Operations Lead

This is a fully remote position, open to applicants in California, +20 more states.

📋 Description

• Take ownership of operational discipline and delivery tracking across various Engineering teams, including RPAG, BoardingPass, Data Engineering, AI, and DevOps.

• Establish operating standards for Jira, stand-up meetings, escalations, and service level agreements (SLAs) within Engineering.

• Define and uphold Agile methodology standard operating procedures (SOPs) and promote their adoption.

• Monitor product requirement documents (PRDs), technical requirement documents (TRDs), Jira epics and stories, story points, and due dates.

• Identify and address blockers and risks ahead of deadlines.

• Engage in weekly delivery check-ins and ensure accountability for commitments from Engineering and Product teams.

• Manage escalations for customer-reported issues and guarantee consistent triage in Salesforce and Jira.

• Maintain an up-to-date view of known issues.

• Provide briefings to support and relationship teams following each release.

• Oversee data SLAs in collaboration with clients, third-party vendors, and internal stakeholders.

• Report on delivery performance metrics, resolution times, SLA adherence, and enhancement requests.

• Collaborate with Engineering, Product, Customer Support, and third-party vendors.

• Report directly to the Director of Data & AI.

⛳️ Requirements

• Bachelor's degree.

• Over 7 years of experience in operations, delivery management, or program management.

• A minimum of 2 years in a leadership position.

• Practical experience with Jira, including workflows, boards, and reporting functionalities.

• Familiarity with Salesforce or a similar case management tool.

• Proven track record of establishing and enforcing SOPs.

• Experience in defining, negotiating, and monitoring SLAs with customers, vendors, and internal stakeholders.

• Background in using monitoring and observability tools, including the establishment of meaningful alerts and SLAs.

• Working knowledge of AWS, Azure, or GCP.

• Excellent written and verbal communication skills, capable of engaging both engineers and non-technical stakeholders.

• Strong judgment under pressure and the ability to prioritize competing demands effectively.

• Must be authorized to work directly for any employer in the United States without the need for visa sponsorship or transfer.

🏝️ Benefits

• Competitive compensation package.

• Group medical, dental, and vision insurance.

• Employer-paid life and disability insurance.

• Annual well-being stipend.

• Eligible employees can contribute to a 401(k) plan with a favorable employer contribution model.

• Become an essential part of a rapidly growing organization.