Remote Technology Operations Lead

Great Gray Group.; United States; A distancia; USD 150.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Group medical, dental and vision

Employer-paid life and disability

Annual well-being stipend

401(k) with employer contribution

Descripción de la vacante

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering, Product, Customer Support and third-party vendors. This role reports to the Director, Data & AI and defines operating standards, tracks delivery, and surfaces blockers early to protect commitments.

The position focuses on SOPs, Jira undertakings, and cross-functional alignment while coordinating with stakeholders to ensure timely, quality releases for our technology

Formación

• Bachelor’s degree and 7+ years in operations, delivery management or program management, including 2+ years in a lead role.
• Hands-on experience with Jira (workflows, boards, reporting) and Salesforce or a comparable case management tool, and a track record of defining and enforcing SOPs.
• Experience defining, negotiating and tracking SLAs with customers, vendors and internal stakeholders.
• Experience with monitoring and observability tools and defining meaningful alerts and SLAs.
• Working familiarity with a major cloud platform (AWS, Azure, or GCP).
• Clear written and verbal communication with both engineers and non-technical stakeholders.
• Sound judgment under pressure and the ability to prioritize competing demands

Responsabilidades

• 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.

Conocimientos

SOPs management

Jira usage

Salesforce

Delivery management

Stakeholder communication

Team leadership

Agile practices

Educación

Bachelor’s degree in a related field

Herramientas

Jira

Salesforce

Monitoring/Observability tools

Cloud platform knowledge (AWS/Azure/GCP)

Descripción del empleo

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering, Product, Customer Support and third-party vendors. This role reports to the Director, Data & AI and defines operating standards, tracks delivery, and surfaces blockers early to protect commitments.

The position focuses on SOPs, Jira undertakings, and cross-functional alignment while coordinating with stakeholders to ensure timely, quality releases for our technology