Technology Operations Lead — Remote Delivery Champion

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

Benefits offered by this job

Competitive compensation package

Group medical, dental and vision

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, Product, Customer Support and vendors. You will set SOPs, drive Jira adoption, and monitor blockers, SLAs and release readiness.

This remote role is limited to eligible US states and requires authorization to work in the United States. The ideal candidate has 7+ years in operations/delivery management, hands-on Jira/Salesforce experience, and a proven ability to lead

Qualifications

• 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 and Salesforce, and a track record of defining and enforcing SOPs.
• Experience defining, negotiating and tracking SLAs with customers, vendors and internal stakeholders.
• Experience with monitoring/observability tools and defining meaningful alerts and SLAs.
• Familiarity with a major cloud platform (AWS, Azure, or GCP).
• Clear written and verbal communication with engineers and non-technical stakeholders.
• Ability to prioritize competing demands under pressure.
• Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.

Responsibilities

• Define and maintain 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; surface blockers and risks early.
• Participate in Weekly Delivery check-ins, holding Engineering and Product accountable to commitments.
• Own escalation path for customer-reported issues; ensure triage in Salesforce and Jira is consistent.
• Maintain a live ‘known-issues’ view; brief support and relationship teams after each release.
• Manage data SLAs with key clients, third-party vendors and internal stakeholders; monitor delivery timelines and quality.
• Report on delivery performance, resolution times, SLA performance, and product enhancement requests.
• Complete other related duties as assigned.

Skills

Communication

Decision making

Prioritization

Collaboration

Education

Bachelor's degree

Tools

Jira

Salesforce

Cloud platforms (AWS/Azure/GCP)

Observability tools

Job description

Great Gray Group is seeking a Technology Operations Lead to own operational discipline and delivery tracking across Engineering, Product, Customer Support and vendors. You will set SOPs, drive Jira adoption, and monitor blockers, SLAs and release readiness.

This remote role is limited to eligible US states and requires authorization to work in the United States. The ideal candidate has 7+ years in operations/delivery management, hands-on Jira/Salesforce experience, and a proven ability to lead