Operations Manager

iProov; United States; Remote; USD 110,000 - 125,000; Full time

Job summary

Join an innovative firm at the forefront of biometric verification technology as an Operations Manager. This role offers a unique opportunity to coordinate airport deployments across North America, ensuring operational excellence and quality assurance. You will provide critical support and training to airport personnel, manage logistics, and maintain high standards of service. With a focus on continuous improvement, you will help shape the future of airport technology while enjoying a fully remote position with excellent benefits and growth opportunities. If you are motivated, technically skilled, and ready to make a significant impact, this is the role for you.

Benefits

20 days Annual Leave

Growth Shares

401K with Employer Contribution

Private Healthcare

Dental Insurance

Disability Cover

Work Overseas Perk

Award-winning L&D Platform

Access to WeWork Discounts

Free Online Well-being Sessions

Qualifications

• Proven experience in technical operations, training, and support, ideally in aviation.
• Strong understanding of hardware and software systems.
• Ability to work effectively in a fast-paced, airport-centric environment.

Responsibilities

• Coordinate operational activities for airport deployments across North America.
• Provide remote technical support and maintain accurate records.
• Develop operational procedures and ensure compliance with regulations.

Skills

Technical Operations

Training and Support

Troubleshooting

Problem-Solving

Communication Skills

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Engineering

Bachelor's Degree in Operations Management

Tools

Service Management Tools

Job description

Operations Manager

About iProov

iProov is the world leader in biometric verification. We are on a mission to make the world a safer place for businesses and consumers and work with fantastic customers across a number of industry sectors - organizations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, UBS and many more.

Additionally, iProov is an emerging leader in a new phase of airport biometric technology. As a rapidly growing company specializing in the development and deployment of cutting-edge physical technology solutions, we are committed to delivering high-quality, reliable products and exceptional customer service. We are seeking a highly motivated and technically skilled Operations Manager to join our team and play a crucial role in ensuring the successful deployment and operation of our solutions within North American airports and beyond.

The Role

Reports to: Head of Service Management

Location: US - Ideally East or Central within an hour of a major Airport (Fully Remote)

Comp: $110k-$125k (Base) + Company Performance Bonus + Share Options + iProov US Benefits

The Operations Manager will be a critical member of our team, primarily focused on coordinating and delivering operational support, training, and technical expertise to airport clients (primarily across North America). This role also encompasses supporting quality assurance processes, and providing remote technical assistance to ensure the ability to support our service partners as we grow.

The ideal candidate will possess strong technical acumen, and a proven ability to manage complex operational tasks, as well as strong communication abilities to work with deployments in the field.

How you can make an impact

Operations Management & Airport Support:

• Coordinate in-region operational activities, specifically focused on supporting airport deployments across North America and representing iProov in person at new and existing deployments in airports across the region.
• Develop and deliver comprehensive training programs for airport personnel, including "train-the-trainer" sessions.
• Manage logistics related to equipment deployment, maintenance, and training activities.
• Update, maintain, and create operational procedures and documentation to ensure consistent and efficient airport operations.
• Monitor and report on key operational metrics, identifying areas for improvement within airport installations.
• Ensure compliance with company policies and procedures, as well as airport-specific regulations.
• Manage relationships with local vendors and service providers supporting airport operations.

Remote Support (24/7):

• Provide cover for 1st line remote technical support to airport customers, diagnosing and resolving hardware and software issues.
• Work with and coordinate on-site response alongside outsourced third parties when remote resolution is not possible at airport locations.
• Maintain accurate records of support interactions and resolutions.
• Develop and maintain a knowledge base for common technical issues and solutions relevant to airport operations.
• Escalate complex issues to higher-level support or development teams as needed
• Ensure service level agreements are met.

Quality Assurance:

• Develop detailed operational product knowledge through supporting final Quality Assurance testing, for both new software and hardware releases
• Conduct thorough testing, including functional, performance, and reliability testing.
• Identify, document, and track defects, reporting them to the development team to ensure timely resolution.
• Contribute to the continuous improvement of our quality assurance processes, with a focus on airport-specific requirements.

What we would like to see for you

• Bachelor's degree in Computer Science, Engineering, Operations Management, or a related field (or equivalent experience).
• Proven experience in technical operations, training, and support, ideally within relevant experience in the aviation or airport industry.
• Strong understanding of hardware and software systems.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to effectively train and support diverse audiences.
• Ability to work effectively in a fast-paced, airport-centric environment.
• Ability to work flexible hours, including on-call rotations and travel within North America on a regular basis. Anticipate travel for this role is 50-60%, but this will vary according to the needs of the business.
• This position requires the ability to obtain and maintain a U.S. government security clearance and successfully pass associated background checks as a condition of employment.
• Experience with service management tools is a plus.
• Experience with team management and logistical coordination.
• Experience with operational process management and documentation.

Benefits

• 20 days Annual Leave, plus 12 Public Holidays (Extra holidays with service - you’ll get an extra day’s holiday to use and continue accruing an extra day for the next 5 years you’re with us)
• Growth Shares allocated after passing probation (6 months of service)
• 401K (3% Employer Contribution)
• Private Healthcare
• Dental
• Short Term & Long Term Disability Cover
• Work Overseas Perk - Work globally for up to 2 weeks
• Award winning L&D platform with personal allocated training budgets
• Work from Any WeWork globally and enjoy access to WeWork discounts and free online well-being sessions