Operations Team Lead

About the Role

We’re looking for an Operations Team Lead to manage a group of Ops Coordinators while also contributing directly to customer delivery work and strategic projects.

In this role, you will lead a team responsible for delivering work to customers while remaining close to the day‑to‑day operational workflows. You will focus on developing people, ensuring reliable delivery from your team, and maintaining ownership of a high vis/complex customer. This role combines people leadership and hands‑on operational ownership. You will coach and develop operators, ensure clear expectations and accountability, and support customer success by directly contributing to delivery in a meaningful way.

You will report to the Director of Operations and partner closely with Operations leadership as well as cross‑functionally with Engineering and Customer teams. This is a leadership role for someone who can both develop strong operators and contribute meaningfully to delivery in a fast‑moving operational environment.

• Lead and Develop Your Team: Directly manage a group of Ops Coordinators, providing coaching, performance feedback, and development opportunities. Set clear expectations, reinforce operational standards, and address performance gaps early to ensure consistent delivery.

• Delivery Ownership: Serve as the POC (Point of Contact) for select customers and/or own complex delivery projects and operational initiatives, ensuring work is executed accurately and on time.

• Support Live Operations: Help stabilize delivery during high‑volume periods by prioritizing work, resolving operational issues, and stepping in when necessary to support the team and maintain continuity.

• Proactively Identify Risks: Stay close to day‑to‑day delivery and team dynamics, identifying risks to delivery quality, team health, or workflow performance early and intervening or escalating to leadership when needed.

• Support Scheduling and Coverage: Partner with the owner of live ops on shift scheduling and workload distribution to ensure balanced coverage across customers and workflows. Help identify and fill coverage gaps as needed to maintain delivery continuity and meet operational demand.

• 3+ years of experience in operations, delivery, or service environments.

• Experience working in fast‑paced environments where delivery quality and responsiveness matter.

• Proven experience managing, coaching, and developing team members within an operational team.

• Comfortable working within operational systems and workflows, with experience using dashboards, spreadsheets, and performance metrics.

• Operational Focus: You stay close to day‑to‑day delivery and operate effectively in a fast‑paced environment. You help keep work moving, adapt as priorities shift, and step in to support the team when volume or complexity increases.

• Ownership Mentality: You take responsibility for the quality and completion of work across your scope. When issues arise, you help drive them toward resolution and ensure nothing falls through the cracks.

• Bias Toward Execution: You move quickly from identifying a problem to helping implement a solution. You follow through on commitments and help ensure work is completed accurately and on time.

• People Support: You support the development of Ops Coordinators through day‑to‑day guidance, coaching, and feedback. You reinforce team standards and contribute to a culture of accountability and improvement.

• Structured Thinking: You approach operational problems with clarity and organization. You help prioritize work effectively and communicate clearly with teammates and leadership when issues arise.

• $70-90K