Manager, Remote Operations

The Manager, Remote Operations will act as the primary point of contact for a third-party remote operations vendor, ensuring alignment on performance expectations, training standards, and operational compliance. This role will oversee the incident management process, including root cause analysis, documentation, escalation coordination, and timely resolution. Responsibilities include collaborating with the vendor to implement and maintain standardized training and certification processes for remote operators. The manager will own regular reporting on remote operations performance using ThoughtSpot for data visualization and trend analysis, and use Jira to track and analyze ticket data to surface patterns in incidents, operator behavior, and system issues. They will deliver structured reports and actionable insights to internal stakeholders to inform decisions and drive operational improvements. Additionally, the role involves designing, implementing, and maintaining standard operating procedures (SOPs) for operator performance, incident handling, and QA workflows, ensuring process updates follow proper change management and document control practices. Partnering with cross-functional teams to test, implement, and evaluate improvements to tools, systems, and training materials is also a key responsibility.