Site Operations Lead: Data, SLA & KPI Excellence

Markjames; Pittsburgh (Allegheny County); On-site; USD 59,000 - 72,000; Full time

Job summary

Markjames in Pittsburgh, PA seeks a Program Lead / Site Lead to oversee data collection operations, ensure on-time delivery, and meet quality standards while achieving SLAs. You will be the primary site contact, partnering with leadership and cross-functional teams to drive excellence in a fast-paced, metrics-driven environment.

The role requires strong communication and problem-solving, with availability across a broad shift window.

Qualifications

• High school diploma or GED required.
• 2+ years of experience in operations, program coordination, project coordination, team leadership, business operations, or a related field.
• Strong communication, organization, and problem-solving skills.
• Experience managing multiple priorities in a fast-paced environment.
• Ability to analyze performance metrics and meet operational goals.
• Proficient in Microsoft Office (Excel, Outlook, and PowerPoint). Preferred Qualifications
• Experience leading operational teams or programs.
• Background in data collection, AI, data annotation, or digital operations.
• Experience working with enterprise clients or customer-facing programs.
• Familiarity with workforce management, ticketing, or project management systems.
• Continuous improvement or process optimization experience.

Responsibilities

• Lead daily operations to meet productivity, quality, and SLA targets.
• Serve as the primary contact for site operations, communications, and escalations.
• Monitor workflows, staffing, and operational performance.
• Track KPIs and identify opportunities for process improvement.
• Partner with leadership to resolve operational issues and minimize business impact.
• Ensure compliance with quality standards, processes, and program requirements.
• Support onboarding, coaching, and development of team members.
• Maintain operational reports and documentation.
• Collaborate across teams to improve efficiency and program success.

Skills

Program Management

Operations Management

Cross-Functional Collaboration

KPI and Performance Metrics

SLA Management

Quality Assurance

Process Improvement

Problem Solving

Communication

Microsoft Office

Ability to manage changing priorities

Schedule flexibility

Education

High school diploma or GED

Job description

Markjames in Pittsburgh, PA seeks a Program Lead / Site Lead to oversee data collection operations, ensure on-time delivery, and meet quality standards while achieving SLAs. You will be the primary site contact, partnering with leadership and cross-functional teams to drive excellence in a fast-paced, metrics-driven environment.

The role requires strong communication and problem-solving, with availability across a broad shift window.