Operations Manager

Perform Line is a category‑leading SaaS company that empowers leaders with end‑to‑end marketing compliance technology, from automated review of documents to discovery and live monitoring across consumer‑facing channels including the web, calls, messaging, emails, and social media. Perform Line powers compliance at some of the world’s largest companies by proactively finding and remediating potential regulatory risks while scaling coverage and gaining efficiencies through automation.

Hybrid (Morristown, NJ)

Our mission is to empower compliance leaders with the technology and knowledge to ensure their organization and partners provide transparent and accurate information to consumers across any channel.

This role will be the operational owner of Perform Line's Omni‑Channel monitoring capabilities. Think: overseeing data ingestion operations, tier 2 customer support, troubleshooting, capacity monitoring, reporting, and vendor management across all three channels. You’ll lead cross‑functional projects with stakeholders while managing a professional services team, all with reliability, efficiency, and automation as guiding principles. The right person for this role will elevate how we deliver software and service clients while building a culture of operational excellence.

You will directly impact client satisfaction and revenue retention by ensuring strong, scalable operational practices across multiple monitoring channels and professional services delivery.

• Improve delivery and support across Web, Social, Email, and Contact Center monitoring products
• Partner with the broader operations organization to ensure SLAs are met for clients across all monitoring channels
• Proactively identify potential client issues by monitoring data collection and ingestion across the Perform Line platform
• Collaborate with Customer Success and Product teams to resolve or prevent issues before they impact clients
• Recommend procedural and technical optimizations to meet operational objectives and improve team efficiency
• Track and report on key business processes and performance metrics for Operations

• Manage and develop Operations team members
• Direct the professional services team in delivering scalable client solutions
• Foster a culture of accountability, continuous improvement, and client‑centricity
• Balance operational demands with team capacity and professional development needs

• Learn our platform and the software we use to facilitate the ingestion of assets
• Leverage your tech savvy nature and product knowledge to interact knowledgeably with engineers when troubleshooting file or data ingestion issues
• Articulate reporting needs to the Business Intelligence team who can build data visualizations to help you monitor more efficiently

• Proactively create opportunities to break down or prevent interdepartmental silos
• Be a culture warrior by leveling up yourself and bringing others with you - embracing a culture of excellence

• Experience collaborating cross‑functionally with teams like Customer Success, Product, and Engineering
• Proficiency with data analysis tools (Excel, Tableau)
• Strong critical thinking, prioritization, and time management across multiple channels and competing priorities
• Experience implementing new technologies and tools, particularly AI and automation to scale operations
• Ability to analyze data, identify issues, develop solutions, and communicate findings to leadership
• Proven people management experience with focus on developing talent and high‑performing teams

• True owner with accountability for service delivery quality and team outcomes
• Laser‑focused on operational excellence and delivering consistent, high‑quality results across all channels
• Metrics‑driven with a growth mindset, constantly improving through AI automation and scalable solutions
• Passionate about implementing AI tools to scale operations and enable high‑value work
• Positive and solution‑oriented when facing ambiguity or uncertainty
• Communicates with empathy, respect, and calm especially in difficult conversations
• Collaborative and supportive, never adversarial with colleagues, clients, or partners
• Obsessed with continuous improvement

• Estimated base salary range $72,000 - 92,000 plus annual discretionary bonus.
• Exact compensation for this role depends on a variety of factors, including experience, skills, internal equity, market data, and location.
• To view our benefits package, visit the Perform Line Careers page!

Perform Line participates in E‑Verify.

Mid‑Senior level

Full‑time

Management and Manufacturing

Software Development