Technical Operations Lead

Ngo Consulting Partners; United States; À distance; USD 83 000 - 124 000; Temps partiel

Résumé du poste

Ngo Consulting Partners seeks a Technical Operations Lead to define and implement scalable workflows for our AI and data-driven products across customer configurations, validation cycles, and internal processes. As our first operations-focused hire, you'll work with engineers and product to make complex processes simple, repeatable, and reliable, directly shaping how we deliver AI to customers.

This role offers flexible 20-35+ hours per week in a fast-moving startup environment, with

Qualifications

• 4-7 years of professional experience in technical operations or program management.
• Strong organizational and project-tracking skills with the ability to manage multiple concurrent workstreams.
• Familiarity with software or data pipelines, validation workflows, and customer onboarding processes.
• Proficiency with project tracking and documentation tools (e.g., Jira, Confluence, etc).
• Ability to interpret and work with technical artifacts such as JSON schemas, configuration files, or pipeline logs.
• Experience defining and monitoring operational metrics and translating data into process improvements.
• Excellent written and verbal communication skills; comfortable interfacing with both engineers and external stakeholders.
• Highly detail-oriented with a process-driven mindset and bias for follow-through.

Responsabilités

• Customer Launch Coordination
• Oversee setup of new customer configurations for product launches, line-of-business expansions, and sales demos.
• Lead planning, tracking, and execution of validation efforts across internal teams and customers.
• Serve as a customer-facing contact for customer configuration updates.
• Define and document key internal operational metrics (e.g., validation turnaround, onboarding cycle time, accuracy rate).
• Work with Product & Engineering to instrument and automate metric tracking in dashboards or monitoring tools.
• Review metrics regularly to identify bottlenecks, inefficiencies, and improvement opportunities.
• Establish and maintain process documentation, templates, and checklists for repeatable execution of validation, configuration, and delivery workflows.
• Contribute to internal operational playbooks and cross-functional onboarding materials.
• Propose and drive process or tooling enhancements to improve speed, quality, and visibility.
• Serve as a customer-facing contact for operational incidents or configuration issues impacting validation or customer environments.
• Coordinate triage and resolution across product, engineering, and QA teams.
• Maintain an incident log to track root causes, timelines, and follow-up actions.
• Communicate incident status, timelines, and resolutions to stakeholders and customers.
• Organize post-incident reviews to capture lessons learned and process improvements.

Connaissances

Technical operations

Program management

Jira & Confluence

Data pipelines

Validation workflows

Metric instrumentation

Cross-functional collaboration

Customer onboarding

JSON schemas

Documentation

Outils

Jira

Confluence

Description du poste

The Technical Operations Lead will define and implement workflows that ensure the accuracy, consistency, and reliability of our AI and data-driven products across customer configurations, validation cycles, and internal processes. As our first operations-focused hire , you\'ll work side-by-side with engineers and product to scale these workflows, making complex processes simple, repeatable, and reliable. This is a hands-on, high-impact role where your work will directly shape how we deliver AI to our customers.

Flexible: 20-35+ hours/week

Core Responsibilities

• Customer Launch Coordination
• Oversee setup of new customer configurations for product launches, line-of-business expansions, and sales demos.
• Lead planning, tracking, and execution of validation efforts across internal teams and customers.
• Serve as a customer-facing contact for customer configuration updates.

Operational Metrics & Continuous Improvement

• Define and document key internal operational metrics (e.g., validation turnaround, onboarding cycle time, accuracy rate).
• Work with Product & Engineering to instrument and automate metric tracking in dashboards or monitoring tools.
• Review metrics regularly to identify bottlenecks, inefficiencies, and improvement opportunities.

Process Development & Documentation

• Establish and maintain process documentation, templates, and checklists for repeatable execution of validation, configuration, and delivery workflows.
• Contribute to internal operational playbooks and cross-functional onboarding materials.
• Propose and drive process or tooling enhancements to improve speed, quality, and visibility.

Incident & Issue Management

• Serve as a customer-facing contact for operational incidents or configuration issues impacting validation or customer environments.
• Coordinate triage and resolution across product, engineering, and QA teams.
• Maintain an incident log to track root causes, timelines, and follow-up actions.
• Communicate incident status, timelines, and resolutions to stakeholders and customers.
• Organize post-incident reviews to capture lessons learned and process improvements.

Required Skills & Experience

• 4-7 years of professional experience in technical operations or program management.
• Strong organizational and project-tracking skills with the ability to manage multiple concurrent workstreams.
• Familiarity with software or data pipelines, validation workflows, and customer onboarding processes.
• Proficiency with project tracking and documentation tools (e.g., Jira, Confluence, etc).
• Ability to interpret and work with technical artifacts such as JSON schemas, configuration files, or pipeline logs.
• Experience defining and monitoring operational metrics and translating data into process improvements.
• Excellent written and verbal communication skills; comfortable interfacing with both engineers and external stakeholders.
• Highly detail-oriented with a process-driven mindset and bias for follow-through.
• Comfortable leveraging AI tools to augment and optimize day-to-day tasks.
• Comfortable working in small, fast-moving technical teams.

Ideal Candidate Traits

• Hands-on and detail-oriented, with the ability to thrive in a fast-moving startup environment.
• A "get it done" attitude and proven track record of taking ownership over workstreams.
• Comfortable managing priorities across multiple operational responsibilities.
• Collaborative and able to communicate effectively with both technical and non-technical stakeholders.

Nice to Haves

• Experience in AI, ML, or data-centric software organizations.
• Exposure to customer delivery or onboarding processes in SaaS or AI pipeline contexts.
• Familiarity with CI/CD concepts, data validation frameworks, or release management.
• Prior experience helping scale or formalize technical operations in a growing startup or consulting environment.