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Yembo · 1 week ago

Senior Operations Manager (Remote)

United States

Full-time

Remote

Mid, Senior Level

$91K/yr - $91K/yr

5+ years exp

Yembo is a fully remote company transforming the home services industry with AI technology. They are seeking a Senior Operations Manager to improve operational excellence and ensure high-quality service delivery across various functions, working cross-functionally to meet customer SLAs.

Artificial Intelligence (AI)B2BInternetMachine LearningSoftware

Growth Opportunities

Responsibilities

Own delivery outcomes for customer workstreams, ensuring high-quality and on-time execution across all accounts

Manage and develop our remote QA team, including performance management, capacity planning, and ongoing coaching

Own SLA performance, tracking and improving both turnaround time and quality metrics

Manage vendor relationships, including performance monitoring, escalation handling, and continuous improvement initiatives

Serve as the primary operational escalation point for delivery or quality issues, working cross-functionally to resolve root causes

Design, document, and maintain evergreen training materials for the QA team to ensure consistency, scalability, and rapid onboarding

Continuously identify operational inefficiencies and implement data-driven process improvements

Partner closely with Product and Engineering to provide operational feedback that informs roadmap and tooling improvements

Establish clear reporting and dashboards to track performance, trends, and risks across operations

Qualification

Operations managementQA managementVendor managementSLA-driven operationsData-driven decision-makingHighly organizedCommunication skillsDetail-oriented

Required

5+ years of experience in operations, service delivery, QA management, or vendor management, preferably in a SaaS or technology-enabled services environment

Proven experience managing remote or distributed teams

Strong understanding of SLA-driven operations, including quality assurance and turnaround time metrics

Experience working with third-party vendors and holding them accountable to performance standards

Ability to think systemically and build processes that scale while maintaining quality

Comfortable navigating ambiguity and balancing short-term execution with long-term operational improvements

Excellent written and verbal communication skills

Highly organized, detail-oriented, and data-driven in decision-making