Manager, Platform Operations

Position Summary

The Platform Operations Manager leads day‑to‑day support delivery and continuous improvement for Platform Services, including APIs, Data View, athena

Payer, Coordinator Core, and related platform products and partnerships.

This role manages a team responsible for case triage, troubleshooting, escalations, customer call support, Salesforce and JIRA issue management, and operational process improvement. It is based in Belfast, Maine and follows a hybrid work model.

This role reports to the Platform Operations Director.

The Platform Operations team supports customers by managing issues and ensuring reliable support for platform products and services. Team members work closely with Product, Engineering, Support, Customer Success, Operations, and external partners to resolve issues and improve workflows using tools such as Salesforce, JIRA, dashboards, spreadsheets, and reporting systems.

• Lead, coach, and develop Platform Operations associates through 1:1 meetings, team meetings, performance goals, development planning, and reviews.
• Manage team resourcing, prioritization, and work distribution across daily support, escalations, process improvement, and project work.
• Oversee complex platform issue management, including case triage, troubleshooting, stakeholder communication, customer call support, and timely resolution.
• Serve as an escalation point for high‑severity or ambiguous issues, clarifying root cause, aligning next steps, and supporting the customer experience.
• Partner with internal and external stakeholders to resolve issues and improve support readiness.
• Ensure Salesforce cases, JIRA tickets, and related work items are clear, actionable, well‑documented, and managed through appropriate resolution workflows.
• Develop and improve SOPs, knowledge articles, escalation guides, acceptance criteria, and process documentation.
• Build dashboards, trackers, KPIs, and reporting to monitor team performance, issue trends, backlog health, and operational outcomes.
• Use AI tools and automation thoughtfully to organize information, spot patterns, summarize work, and support analysis that improves troubleshooting and team efficiency.
• Coach QA team deliverables and resolutions, documentation, technical investigation, and customer impact.

• Support launch, incubation, and transition planning for new or evolving Platform Services so workflows are ready to scale and ownership is clear.
• Contribute to process reviews and operational planning to identify opportunities for better service delivery.
• Assist with training and onboarding activities for new team members as needed.
• Support ad hoc reporting and analysis requests from internal partners and leadership.
• Participate in cross‑functional discussions to improve operating rhythms and service consistency.

Bachelor’s degree or equivalent experience required. Minimum 8+ years of professional experience in operations, support, issue management, product operations, technical services, or an equivalent combination. Minimum 3+ years of people management experience preferred.

Key qualifications include:

• Experience managing complex customer issues, escalations, customer calls, support workflows, or operational processes using Salesforce, JIRA, Confluence, or similar tools.
• Working knowledge of data analysis and querying, including SQL, Snowflake, BI dashboards, spreadsheets, or similar platforms.
• Familiarity with APIs, data services, platform products, AI tools, and automation opportunities.
• Strong process design and documentation skills, including SOPs, knowledge articles, escalation paths, user stories, tickets, and acceptance criteria.
• Experience establishing metrics, dashboards, SLAs, KPIs, or operational reporting to improve team performance and stakeholder visibility.
• Excellent verbal and written communication skills tailored to technical teams, customer‑facing teams, external stakeholders, Product leaders, and executive audiences.
• Proven ability to build relationships across functional teams, lead in a matrixed environment, and influence outcomes without direct…