Remote Technology Operations Lead

Great Gray Group.; Oregon; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Be part of a high-growth organization

Competitive compensation package

Group medical, dental and vision

Employer-paid life and disability 보험

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, including RPAG, BoardingPass, Data Engineering, AI and DevOps. This role reports to the Director, Data & AI, and requires setting standards, tracking progress, and surfacing blockers early.

You will work remotely in the United States, coordinating with Product, Customer Support and third-party vendors while ensuring SLA compliance and smooth delivery across teams.

Qualifications

• 7+ years in operations, delivery management or program management, incl. 2+ years in a lead role.
• Hands-on experience with Jira and Salesforce; ability to define and enforce SOPs.
• Experience defining and tracking SLAs with customers, vendors, internal stakeholders.
• Experience with monitoring/observability tools and meaningful alerts.
• Working familiarity with a major cloud platform (AWS, Azure, or GCP).
• Clear written and verbal communication with engineers and non-technical stakeholders.
• Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.

Responsibilities

• Define and maintain the SOPs for Agile methodology; Jira usage, refinement and stand- ups across all Engineering teams, and drive adoption.
• Track PRDs, TRDs, Jira epics and stories, story points and due dates across Engineering, and surface blockers and risks early rather than at the deadline.
• Participate in the Weekly Delivery check- ins, holding both Engineering and Product accountable to their commitments.
• Own the escalation path for customer- reported issues so that triage in Salesforce and Jira is consistent, ownership is clear, and no ticket sits without a written update.
• Maintain a live 'known- issues' view, and brief support and relationship teams after each release so they know what changed before customers call.
• Manage data SLAs with key clients, third- party vendors and internal stakeholders; monitoring delivery against agreed timelines and quality expectations.
• Report regularly on delivery performance, resolution times, SLA performance, and enhancement requests routed to Product.
• Complete other related duties as assigned.

Skills

Jira

Salesforce

SOPs

SLAs

Cloud platforms

Communication

Leadership

Education

Bachelor's degree

Job description

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering, including RPAG, BoardingPass, Data Engineering, AI and DevOps. This role reports to the Director, Data & AI, and requires setting standards, tracking progress, and surfacing blockers early.

You will work remotely in the United States, coordinating with Product, Customer Support and third-party vendors while ensuring SLA compliance and smooth delivery across teams.