Manager, Technical Operations at Metropolis

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Computer VisionIndustries

Requirements

6+ years of experience in Operations Management, Trust & Safety, or Technical Support leadership
Proven track record of managing teams in a shift-based environment (24/7, night shifts, or rotational)
Familiarity with Payment Dashboards and an understanding of card network reason codes
Experience managing Quality Assurance processes, data annotation, or content moderation workflows with a high attention to detail
Proficiency in Excel (Pivot Tables, VLOOKUP) to track team metrics
Ability to create and maintain clear Standard Operating Procedures (SOPs) for complex decision-making trees
Strong ability to articulate operational challenges to technical deployment teams
SQL knowledge for querying transaction or error logs (preferred)

Responsibilities

Manage, mentor, and support the technical operation teams, fostering a culture of high accuracy, operational efficiency, and timely delivery across all shifts
Manage rostering, attendance, and workflows for teams working across rotational shifts to ensure adequate 24/7 or extended coverage
Oversee the end-to-end dispute lifecycle; ensure timely submission of evidence, manage win-rates, and monitor fraud patterns
Review annotated data to maintain quality, consistency, and adherence to guidelines. Lead the data annotation process, ensuring "ground truth" data is accurate for model training and billing verification
Define and enforce strict SLAs for both functions and conduct regular performance reviews
Analyze rejection reasons for disputes and error rates to update Standard Operating Procedures (SOPs) and provide feedback to the Engineering and Risk teams
Maintain comprehensive operational documentation and collaborate with tool providers to enhance the functionality and efficiency of annotation and dispute platforms

Skills

Key technologies and capabilities for this role

Technical OperationsData AccuracyWorkflow ManagementDispute ResolutionData AnnotationPerformance ReviewSLA DefinitionFraud DetectionOperational Efficiency

Metropolis

Technology-driven facility management for parking

About Metropolis

Metropolis focuses on improving facility management, particularly in the parking sector, by using computer vision technology to facilitate checkout-free payments. This technology allows drivers to park and pay without the need for traditional payment methods, making the process more efficient. Metropolis serves a variety of clients, including real estate owners and valet services, and operates in over 360 cities across North America, processing more than $4 billion in payments each year. What sets Metropolis apart from its competitors is its integration of payment solutions with facility management services, which not only enhances the parking experience but also increases asset productivity for its clients. The company's goal is to streamline parking operations and create revenue opportunities for its clients through its advanced technology and services.

Santa Monica, CaliforniaHeadquarters

2017Year Founded

$1,240.7MTotal Funding

DEBTCompany Stage

Automotive & Transportation, Fintech, Real EstateIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Disability Insurance

Life Insurance

Stock Options

Performance Bonus

Risks

Increased competition from BMW-owned ParkMobile may impact market share.

The SP Plus acquisition may pose integration challenges and financial strain.

Rapid expansion could lead to operational inefficiencies and quality control issues.

Differentiation

Metropolis uses AI and computer vision for checkout-free parking payments.

The company integrates its platform into field operations for revenue generation.

Metropolis serves diverse clients, including real estate and valet services.

Upsides

Metropolis processes over $4 billion in payments annually across 360 cities.

The acquisition of SP Plus Corporation expands Metropolis's market reach.

AI-driven dynamic pricing models optimize revenue in real-time.

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