Remote Tech Operations Lead — Delivery & SLA Champion

Great Gray Group; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Group health, dental, vision insurance

Employer-paid life and disability

Annual well-being stipend

401(k) with employer contribution

Job summary

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering teams. You will set the standards for Jira, stand-ups, escalation, and SLAs while surfacing blockers early to protect commitments.

You’ll collaborate with Product, Customer Support and third-party vendors, reporting to the Director, Data & AI. This remote US role requires ensuring delivery quality and clear communication at all times.

Qualifications

• 7+ years in operations, delivery management or program management, incl. 2+ years in a lead role.
• Hands-on Jira (workflows, boards, reporting) and Salesforce or comparable tool.
• Experience defining, negotiating and tracking SLAs with customers/vendors.
• Familiarity with monitoring/observability tools and meaningful alerts/SLAs.
• Working knowledge of a major cloud platform (AWS/Azure/GCP).
• Clear written and verbal communication with engineers and non-technical stakeholders.

Responsibilities

• Define and maintain SOPs for Agile, Jira usage, stand-ups, and drive adoption.
• Track PRDs, TRDs, Jira epics/stories, story points and due dates; surface blockers early.
• Participate in Weekly Delivery check-ins and hold Engineering and Product accountable.
• Own the escalation path for customer-reported issues with triage in Salesforce and Jira.
• Maintain a live 'known-issues' view and brief teams after each release.
• Manage data SLAs with clients, vendors and stakeholders; monitor delivery against timelines.

Skills

Delivery management

Jira

Salesforce

SLA definition & tracking

OBS/monitoring

Cloud platform familiarity

Communication

Education

Bachelor’s degree

Tools

Jira

Salesforce

Job description

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering teams. You will set the standards for Jira, stand-ups, escalation, and SLAs while surfacing blockers early to protect commitments.

You’ll collaborate with Product, Customer Support and third-party vendors, reporting to the Director, Data & AI. This remote US role requires ensuring delivery quality and clear communication at all times.