Platform Operations Team Manager

Key Responsibilities

Team Leadership

• • Lead, mentor, and support platform operations managers to achieve optimal performance and professional growth.
  • Monitor and analyze team performance using KPIs and other performance measures, ensuring quick resolution of any issues and identifying opportunities for improvement.
  • Align team objectives with business goals by setting priorities and strategies for platform scalability and efficiency.

Performance Measurement and Strategy Development

• • Develop and implement performance measurement systems, including KPIs and metrics, to track and improve operational performance.
  • Use performance data to create action plans and strategies that address gaps, drive improvement initiatives, and support long-term operational goals.
  • Regularly review metrics to assess team performance, identify trends, and implement corrective actions where necessary.

Operational Oversight

• • Ensure smooth operation and maintenance of multiple platforms, addressing performance, updates, and troubleshooting issues.
  • Manage resources across platforms, ensuring optimal staffing, tools, and budget allocation to support system operations.
  • Collaborate with cross-functional teams and stakeholders to align platform improvements with organizational needs and feedback.

Change Management and Organizational Design

• • Lead change management efforts to implement new processes, systems, or tools, ensuring smooth transitions and adoption across the team.
  • Design and develop organizational structures and processes to optimize team effectiveness and scalability.
  • Foster a culture of continuous improvement and adaptability to enhance team performance and support business growth.

Vendor Maintenance

• • Assess past technology performance and gather feedback from stakeholders to confirm intention to renew.
  • Ensure budget is forecasted before renewal.
  • Oversee contract renewal through procurement, ensuring timely completion and compliance with internal policies.

Qualifications

• Bachelor’s degree in design, business, or a related field.
• Minimum of 10 years of experience managing the operations, performance, and optimization of technology platforms in a fast-paced environment.
• Proven track record of leading and developing a team, including mentoring, performance management, and fostering collaboration.
• Demonstrated ability to create and execute operational strategies that align with broader business objectives and scalability needs.
• Experience working with product, engineering, IT, and other teams to align platform improvements with business goals.
• Background in identifying inefficiencies and driving operational improvements through automation, streamlined workflows, or enhanced tools.
• Experience managing third-party vendors for platform services, ensuring SLAs are met, and managing contracts and renewals.
• Experience monitoring key performance indicators (KPIs) and using data to drive platform performance improvements.
• Proven ability to manage budgets, including forecasting, tracking, and adhering to financial goals.
• Familiarity with change management principles and designing organizational structures to support growth and efficiency.
• Familiarity with some or all of the relevant technology stack used in platform operations; this includes Atlassian, Power BI, NICE CXone, Salesforce, Amplitude, Eloqua, Contentful, and others.