Operations Program Manager
Core
Drive system-level improvements, operational performance, and structural reliability across regional operations to ensure scalable support workflows.
Role type
Operations Program Manager
Builds
Scalable regional support infrastructure and operational workflows
Domain
AI data operations / Trust & Safety
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Systems thinking, root cause analysis, cross-functional leadership, KPI management (SLA, CSAT), SOP development, risk identification, workflow optimization
Preferred skills
Support operations experience, workflow tool familiarity (e.g., Zendesk), training program design, global operations experience
Technologies
Zendesk, workflow automation tools
Responsibilities
Identify recurring issue patterns and structural inefficiencies; Lead retrospectives on operational breakdowns; Act as escalation partner for high-risk cases; Define and drive regional KPI improvements; Track impact of operational changes; Influence SOPs and documentation; Partner with Enablement on training programs; Collaborate on tooling and workflow improvements; Translate frontline insights into system requirements; Identify workflow risks and implement safeguards
Seniority
Mid-to-Senior, hands-on IC
