Manager, Delivery & Operations

What are we looking for

Manager, Delivery and Operations with over 10+ year of experience

This role is designed for a mature leader with a strong grasp of operations at scale, comfort with working in live systems, and an ability to bring structure, accountability, and responsiveness to a 247 environment. The ideal candidate will not only execute and monitor but will also elevate the way processes are documented, reported, and evolved.

What will you own

Operational Leadership

• Manage a

  247 operational process

  across data retrieval, verification, and exception handling.
• Lead a team of long-tenured subject matter experts; bring structure and a fresh operational lens.
• Maintain service continuity, reduce turnaround times, and ensure issue resolution at scale.

Process Oversight & Monitoring

• Monitor live dashboards, task queues, and error flows to keep manual interventions within SLA.
• Ensure appropriate handoffs, shift coverage, and accountability across time zones.
• Set up escalation protocols for system-critical issues and delays.

Reporting & Metrics

• Build and own weekly/monthly reporting frameworks for:
• Manual interventions
• Success/failure trends
• Recovery paths
• Team throughput and capacity
• Collaborate with analytics or platform teams to improve visibility and predictability of ops workflows.

Documentation & Process Optimization

• Audit and refine existing SOPs; enforce documentation discipline.
• Identify bottlenecks or repeated patterns and surface those for product/engineering input.
• Help define the operational playbook for scale, not just firefighting.

Cross-functional Interface

• Be the primary operations partner to internal stakeholders (product, tech, client delivery).
• Represent the teams input in sprint planning or process automation discussions where required.

What Youll Bring

• 10-14 years of experience in data operations, process management, or high-availability back-office functions
• Proven track record leading shift-based or 247 teams
• Excellent judgment in balancing urgency with quality
• Operational discipline: strong documentation habits, process adherence, issue tracking
• Ability to lead a team with institutional knowledge and gradually elevate performance standards

Good-to-Have:

• Exposure to automation systems, or credentialed data access platforms
• Experience in scaling manual operations into repeatable or semi-automated processes
• Comfort with reporting tools (Google Sheets, basic SQL, dashboards like Grafana or AWS QuickSight

What Success Looks Like

• SLA adherence across retrieval, validation, and data source processes
• Team is fully aligned with documented SOPs and clear shift responsibilities
• Weekly insights shared with leadership to improve manual/automated balance
• Reduced firefighting and improved predictability in 247 delivery