Internal Account Manager - Temporary Worker
dentsu Austria
Manager, Remote Operations
Serve Robotics
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $115,000 per year
Job Level
Mid-LevelSenior
About the role
- Vendor Oversight & Incident Management
- Act as the primary point of contact for a third-party remote operations vendor, ensuring alignment on performance expectations, training standards, and operational compliance.
- Oversee the incident management process, including root cause analysis, documentation, escalation coordination, and timely resolution.
- Collaborate with the vendor to implement and maintain standardized training and certification processes for remote operators. Operational Reporting & Analytics
- Own regular reporting on remote operations performance, utilizing ThoughtSpot for data visualization and trend analysis.
- Use Jira to track and analyze ticket data, surfacing patterns in incidents, operator behavior, and system issues.
- Deliver structured reports and actionable insights to internal stakeholders to inform decisions and drive operational improvements. Process Design & Continuous Improvement
- Design, implement, and maintain standard operating procedures (SOPs) related to operator performance, incident handling, and QA workflows.
- Ensure all process updates follow proper change management and document control practices to maintain operational integrity and compliance.
- Partner with cross-functional teams to test, implement, and evaluate improvements to tools, systems, and training materials. EXPERIENCE, QUALIFICATIONS, & SKILLS Qualifications
- 4+ years of experience in operations, vendor management, or service delivery in a fast-paced, data-driven environment
- Proven ability to manage third-party vendor relationships and drive accountability
- Strong analytical skills; proficient in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools)
- Experience designing and improving operational processes using data and stakeholder input
- Familiarity with change management and document control practices in operational or technical environments
- Strong communication skills, with the ability to convey insights and recommendations clearly to diverse audiences
- Ability to occasionally work evenings, weekends, and holidays as needed based on operational demands
- Travel to visit vendor sites once a quarter is expected. What Makes You Standout
- Bachelor's degree in Business, Operations, Analytics, or a related field
- Exposure to remote operations, customer support, or technical field operations.
- Experience working with third-party vendors or remote teams.
Requirements
- 4+ years of experience in operations, vendor management, or service delivery in a fast-paced, data-driven environment Proven ability to manage third-party vendor relationships and drive accountability Strong analytical skills; proficient in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools) Experience designing and improving operational processes using data and stakeholder input Familiarity with change management and document control practices in operational or technical environments Strong communication skills, with the ability to convey insights and recommendations clearly to diverse audiences Ability to occasionally work evenings, weekends, and holidays as needed based on operational demands Travel to visit vendor sites once a quarter is expected.
