Senior Operations Manager – Web Application & Product Operations

Role Overview

The Senior Operations Manager leads the end-to-end operational lifecycle of remote care software, overseeing Tier 2 application support, change request governance, product operations, release readiness, and hypercare management.

What You Will Do

Lead a global Tier 2 support organization responsible for troubleshooting, incident resolution, and service restoration of customer-facing web applications. Define and optimize incident response processes, SLAs/OLAs, runbooks, and operational dashboards.

Why It Might Be a Fit

The ideal candidate will have 10+ years of experience in software operations, production support, or technical program management, with a strong understanding of web application architecture, APIs, distributed systems, and cloud platforms.

Requirements

• 10+ years of experience in software operations, production support, or technical program management
• Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP)
• Demonstrated expertise in high-severity incident management and postmortem processes
• Experience managing Change Request or Release Management processes in an agile environment
• Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana)
• Proven ability to influence cross-functional teams and communicate with senior leadership
• Strong organizational, problem-solving, and decision-making abilities

Benefits

• Dental insurance
• Vision insurance
• Medical surveillance (no)
• Travel (yes, 5% of the time)
• Standard work shift
• Yes, 5% of the time