Field Operations Lead: KPI & SLA Champion

Hcl-America-Solutions-Inc; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Daily operations leadership role overseeing study schedules, staffing, and equipment readiness across sessions. Responsible for assigning operators and ensuring environment readiness with a focus on safety and quality.

Leading shifts, coaching on process adherence, and managing KPIs to drive productivity and SLA compliance. Includes escalation handling, reporting, and client-facing governance.

Qualifications

• Experience in managing field operations, supervising teams, resource planning, KPI management, issue resolution, and client reporting.
• Strong leadership, communication, workforce planning, and operational governance skills with the ability to drive productivity and SLA compliance.

Responsibilities

• Plan daily study schedule and staffing; assign operators to sessions; ensure equipment readiness.
• Lead shifts with huddles; monitor attendance and productivity; coach on process adherence.
• Track session completion, quality, and rework; review dashboards; drive performance improvements.
• Serve as first-level escalation; coordinate with mission control and technical leads; track closures.
• Prepare daily/weekly operational reports; maintain action/risk/incident logs; support client updates.
• Ensure protocol compliance; support audits and corrective actions; reinforce privacy and security requirements.

Skills

Team leadership

Operations management

KPI management

Resource planning

Client reporting

Issue resolution

Job description

Career Opportunities: Team Lead (170796)

Requisition ID170796-Posted09/23/2026

4-6 Years (Day shift; field flexibility)

Key Responsibilities

1. Daily Operations Planning: Plan daily study schedule and staffing, Assign operators to sessions, Ensure equipment and environment readiness
2. Team Supervision: Conduct huddles and shift handovers, Monitor attendance and productivity, Coach operators on process adherence
3. SLA & KPI Management: Track session completion, quality and rework metrics, Review operational dashboards, Drive performance improvements
4. Issue & Escalation Handling: Act as first-level escalation point, Coordinate with mission control and technical leads, Track issue closure
5. Reporting & Governance: Prepare daily/weekly operational reports, Maintain action, risk and incident logs, Support client updates
6. Compliance & Quality: Ensure protocol compliance, Support audits and corrective actions, Reinforce privacy and security requirements

Skill Requirements

• Experience in managing field operations, supervising teams, resource planning, KPI management, issue resolution, and client reporting.
• Strong leadership, communication, workforce planning, and operational governance skills with the ability to drive productivity and SLA compliance