Senior Manager, Arrival & Departure System

About the role

The Senior Manager, Arrival and Departure Systems (ADS) plays a pivotal role in ensuring seamless operations for the Olympic and Paralympic Games. This role involves leading the end-to-end configuration, integration, and operational delivery of the ADS platform.

Responsibilities

• Own the ADS platform end-to-end, managing both UI/UX and backend functions.
• Coordinate with various partners such as Transport, Accommodation, Accreditation, Technology, and Delivery to ensure seamless operations.
• Partner with engineering, QA, DevOps, and product managers to ensure required integrations and environments are production-ready.
• Establish and enforce strict data standards and operational dashboards to inform daily operations and readiness reviews.
• Enable Port(s) of Entry operations, align system outputs to arrival/departure plans, and lead operational readiness exercises.
• Build, mentor, and manage a high-performing team, ensuring they meet strict performance standards.
• Translate complex system outputs into executable operational plans for peak arrival/departure periods.

Requirements

• 7+ years of experience leading complex technical systems and implementations, ideally within software technology, professional services, large-scale programs, or multi-stakeholder environments.
• Bachelor's degree or equivalent practical experience in information systems, business, engineering, or a related field.
• Familiarity with privacy/security standards and experience supporting multi-stakeholder international events, aviation, transport, rail, or logistics systems is a strong plus.
• Demonstrated success owning software/platform backlogs, driving prioritization, scope, and delivery outcomes.
• Strong release readiness and change delivery experience, including requirement specifications, testing/UAT, cutover planning, go/no-go governance, and post-release monitoring.
• Proficiency with dashboards and reporting, with experience developing readiness gates, tabletop exercises, and operational rehearsals.
• Experience developing readiness gates, tabletop exercises, and operational rehearsals; able to translate system outputs into executable operational plans for peak arrival/departure periods.
• Hands-on expertise with industry-standard data visualization and BI tools, with a proven track record of translating complex database structures into clear operational dashboards, reports, and heat maps.
• Deep experience in customer experience management, customer service/success, and enterprise product helpdesk workflows.
• Systems thinking and operational rigor; comfortable operating in ambiguous, fast-moving environments.
• Stakeholder empathy and service excellence; able to build trust with global partners and internal teams.
• Clear communication at all levels, including executive-ready status updates and decision framing; strong facilitation and training delivery.
• Resilience, adaptability, and calm under pressure; strong documentation habits (runbooks, change logs) and a continuous improvement mindset.
• Evolutionary People Leadership: A seasoned leader who can seamlessly shift from an individual, technical system owner during Phase 1 to a highly effective people manager capable of leading a massive hybrid team during Phase 2.
• Systems Thinking & Tech-to-Ops Translation: Strong technical acumen combined with a deep understanding of customer success, software triage, and data-driven project management.

Background & Requirements

The ideal candidate should have a Bachelor's degree or equivalent practical experience in information systems, business, engineering, or a related field. They should also have 7+ years of experience leading complex technical systems and implementations, ideally within software technology, professional services, large-scale programs, or multi-stakeholder environments. Familiarity with privacy/security standards and experience supporting multi-stakeholder international events, aviation, transport, rail, or logistics systems is a strong plus. Demonstrated success owning software/platform backlogs, driving prioritization, scope, and delivery outcomes, and strong release readiness and change delivery experience are also essential. Proficiency with dashboards and reporting, experience developing readiness gates, tabletop exercises, and operational rehearsals, and hands-on expertise with industry-standard data visualization and BI tools are required. Deep experience in customer experience management, customer service/success, and enterprise product helpdesk workflows, systems thinking and operational rigor, stakeholder empathy and service excellence, clear communication at all levels, resilience, adaptability, and calm under pressure, and evolutionary People Leadership are also important. The candidate should also have a strong background in systems thinking & tech-to-ops translation.

Pay

The annual base salary range for this position is $105,000 - $140,000. LA28 does not provide relocation assistance. LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.