Manager Technical Operations (Implementation and Support)

The position is listed on behalf of a partner company who manages all applications and next steps. They are seeking a Manager Technical Operations (Implementation and Support) based in the United States. This role involves leading technical operations teams to deliver high-quality implementation and support experiences for customers. Key responsibilities include overseeing complex technical programs, optimizing operational processes, and driving scalable solutions in a growing technology environment. The role combines people leadership, technical expertise, project management, and customer-focused problem solving.

About the Role

• Lead teams, improve operational performance, and ensure successful delivery of technical solutions throughout the customer lifecycle.
• Manage processes, develop talent, and partner across departments to enhance service quality and business outcomes.
• Coach and develop a team of technical operations professionals through performance management, mentoring, and career development.
• Oversee daily team operations, ensuring effective prioritization, resource allocation, and delivery against customer commitments.
• Manage technical implementation and support workflows, ensuring projects are completed accurately, efficiently, and within established timelines.
• Analyze business processes and identify opportunities to improve workflows, scalability, and operational efficiency.
• Establish performance metrics, reporting frameworks, and accountability systems to track team and business outcomes.
• Apply continuous improvement methodologies, including Lean Six Sigma principles, to optimize processes and reduce operational challenges.
• Manage high-volume technical projects, including planning, requirements gathering, implementation, testing, and change management.
• Partner with internal teams to define product enhancements, improve customer experiences, and resolve operational challenges.
• Ensure service level agreements (SLAs), customer expectations, and key performance indicators are consistently achieved.
• Identify opportunities to leverage automation, AI, and scalable tools to improve operational effectiveness.
• Support integration initiatives, including vendor integrations, platform conversions, data projects, and technical solution delivery.
• Develop and maintain strong relationships with stakeholders across technical, product, customer service, and implementation functions.

Requirements

• Proven experience managing technical teams, improving processes, and delivering complex projects in a technology-driven environment.
• Minimum of 5+ years of experience in technical operations, programming, software development, or related technical fields.
• Minimum of 3 years of experience managing and developing employees.
• Strong understanding of programming concepts, system design, application maintenance, and scalable technical solutions.
• Experience managing technical projects, process improvements, and cross-functional initiatives.
• Proven ability to develop and track metrics, establish accountability frameworks, and drive operational improvements.
• Experience working directly with customers and managing customer expectations.
• Strong experience collaborating with internal stakeholders and technical teams.
• Experience developing and implementing operational controls, auditing processes, and repeatable workflows.
• Experience with Lean Six Sigma principles or similar continuous improvement methodologies preferred.
• Experience managing remote teams and supporting virtual collaboration preferred.
• Knowledge of payroll, HR systems, or HR technology concepts is a plus.
• Experience with integrations, data exchange projects, file transfers, and partner-facing technical solutions preferred.
• Strong communication, problem-solving, organizational, and leadership skills.

Benefits

• A competitive compensation package and benefits designed to support employees' professional growth, health, and overall well-being.
• Annual bonus eligibility and potential restricted stock unit grant based on performance.
• Fully remote work environment within the United States.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Life and disability insurance benefits.
• Paid time off and employee wellness support.
• Career development opportunities and professional growth programs.
• Inclusive workplace culture focused on collaboration and innovation.
• Opportunities to work with modern technology solutions and large-scale operational initiatives.