Operations Team Lead

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.

Responsibilities

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; Serve as the POC for select customers and/or own complex delivery projects and operational initiatives, ensuring work is executed accurately and on time; 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; Identify risks to delivery quality, team health, or workflow performance early and intervene or escalate to leadership when needed; Partner with the owner of live ops on shift scheduling and workload distribution to ensure balanced coverage across customers and workflows; Identify and fill coverage gaps as needed to maintain delivery continuity and meet operational demand

Requirements

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: stay close to day-to-day delivery and operate effectively in a fast-paced environment; Ownership Mentality: take responsibility for the quality and completion of work across your scope; Bias Toward Execution: move quickly from identifying a problem to helping implement a solution; People Support: support the development of Ops Coordinators through day-to-day guidance, coaching, and feedback; Structured Thinking: approach operational problems with clarity and organization