Dev Operations Manager | Remote | Hybrid  

Responsibilities

Daily and Ad Hoc

• Ensure On-Time Delivery
  • Monitor team queues via dashboards & PM tools
  • Oversee sensitive/urgent requests
  • Negotiate prioritization or deadlines for escalated projects
• Resource Management
  • Manage staffing levels and concerns
  • Perform administrative duties (attendance, EDS, leave management, etc.)
• Escalation Resolution
  • Liase with client directly to address both ongoing and possible external errors
  • Directly supervise escalations such as rush requests, errors, and critical projects
  • Ensure business continuity when natural or technical issues arise

Weekly

• Manage and Report on Team Success
  • Present data indicative of team health
  • Flag internal issues that may hamper operational success
  • Ensure accuracy of data reported on team dashboards
• Operations Management
  • Sync with teams and POCs on progress against goals, achievements, and roadblocks
  • Sync with support teams - HR, IT, Finance - as needed

Monthly

• Manage POC Success
  • Completion of POC scorecards
  • Ensure POCs perform regular catch ups and performance management with their reports
• Work and Report on Client Success and Satisfaction
  • Gather data and create a cohesive narrative to be discussed by the Customer Success Manager. Gauge overall satisfaction, identify pain points, gather feedback and probe if the AQA values are manifested consistently
  • Maintain and develop relationships with key stakeholders.
  • Create reports on team success via business reviews and join the Customer Success manager in presenting to the client
• Team Morale and Retention
  • Address development opportunities and areas of difficulty at 1:1s and skip level meetings
  • Implement/cascade organizational change

Quarterly

• Operations Strategy
  • Work with Business Intelligence to provide analyses, forecasts, and recommendations from historical data
  • Enact actions that will contribute to meeting measures of success agreed with client
  • Flag any overt or inferred opportunities sourced from conversations with clients regarding needs
• Employee Development and Retention
  • Identify individuals for development and succession planning
  • Mentor high potential POCs as possible successors
  • Manage undesired attrition to <10%

• Excellent written and verbal communication
• At least 3 years of experience in a supervisory or managerial role
• Background or prior experience in operaations and web development is a must
• Background or prior experience in design and marketing is a big plus
• Ability to stay organized under pressure and deliver at a rapid pace is a must