Manager Operations
Main Responsibilities
Lead, coach, and develop a blended team of System Engineers and Activation Technicians.
Set clear expectations, priorities, and performance standards aligned to service-level and operational goals.
Conduct regular 1:1s, performance reviews, and individual development planning.
Manage workload, capacity, and coverage to meet customer support-hour commitments.
Foster a culture of accountability, collaboration, inclusion, and continuous improvement.
Own the identification, triage, and resolution of system fallout and order exceptions across activation workflows.
Analyze recurring fallout patterns and root causes; drive corrective actions and process/system fixes to reduce repeat volume.
Cross-functionally coordinate with IT, Engineering, and Automation teams to resolve systemic defects and improve order flow-through.
Provide technical leadership and guidance related to transport network technologies, system automation, and API-enabled operational solutions.
Drive operational performance through the implementation and support of automation tools designed to manage service fallout and improve efficiency.
Monitor network health, analyze operational issues, and develop solutions to improve service reliability and customer experience.
Prepare and deliver operational readouts, performance metrics, and strategic recommendations to leadership.
What We Look For In a Candidate
Minimum: Bachelor’s Degree and 3+ years of related business operations management experience.
Proven leader with a passion for leveraging AI, automation, and emerging technologies to transform operations, improve efficiency, and drive innovation across the organization.
Skilled at developing talent, aligning teams around a common vision, and creating an environment where innovation, adaptability, and operational excellence thrive.
Excellent communication and executive presence, with the ability to influence stakeholders, translate complex technical concepts, and provide strategic recommendations to senior leadership.