Operations Manager
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Job Description
Operations Manager improving vendor SLAs, quality, and workflows for Yembo’s AI-powered virtual property inspection platform. Driving data-backed continuous improvements across distributed operations.
Responsibilities:
- Own SLA and performance tracking across vendors and operational workflows
- Analyze quality, performance and operational data to identify trends, risks and improvement opportunities
- Develop data-backed recommendations for operational changes and best practices, and implement approved improvements
- Serve as the operational escalation point for performance and quality issues
- Partner cross-functionally to investigate root causes and drive resolution
- Work directly with vendors to review performance and support SLA adherence, quality standards and SOPs through documentation, guidance and training
- Design, document and maintain evergreen training materials, SOPs and best practices
- Execute continuous improvement initiatives and ensure changes are adopted and deliver intended outcomes
- Partner with Product and Engineering to provide operational feedback and inform workflow and product improvements
- Collaborate with Customer Success to align operational performance with customer expectations and delivery standards
- Build and maintain reporting dashboards to track performance, quality and trends over time
Requirements:
- 4+ years of experience in operations, quality, or business process roles, ideally within SaaS or technology-enabled environments with distributed teams
- Demonstrated experience owning quality and SLA performance, including measurement, analysis, gap identification and corrective action
- Strong analytical skills with the ability to work directly with raw data, reports and dashboards to identify trends and performance gaps
- Experience acting as an operational escalation point, driving root cause analysis and resolution across teams
- Comfortable working directly with vendors to review performance, support SLA adherence, quality standards, and SOPs through enablement and training
- Proven ability to create and maintain clear, practical SOPs, training materials and operational guidelines
- Experience partnering cross-functionally with Customer Success, Product and Engineering
- Ability to bring forward data-driven recommendations and take ownership of implementing approved changes
- Excellent written and verbal communication skills, with the ability to clearly present data, findings and expectations to both internal and external partners
- Self-directed, detail-oriented and comfortable operating as an individual contributor in a hands-on, execution-focused role
- Thrives in complex, evolving environments and understands what it takes to maintain high standards as operations scale
Benefits:
- 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
- Retirement Plan (401k with 4% company match)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
- Parental Leave for both caregivers
- Annual Events & Meetups
- Work From Home (Fully Remote Team)
- Stock Option Plan
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