Job Summary

Job Summary : The Operations Manager exists to ensure consistent, high-quality field execution across their assigned region by governing L3 Site Leads, enforcing SLA accountability, managing workforce performance, and serving as the escalation authority between site-level execution and SDM-level decisions. They own the how well — not the what (that\'s the Delivery Project Manager) or the who as a human (that\'s the Back-end PM). 2. Primary Responsibilities • SLA performance accountability for all sites in their region • L3 performance management, coaching, and development • Prioritization decisions when workstreams compete for resources • Escalation resolution (receives from L3s, resolves or escalates to SDM) • Workforce capacity — flagging staffing gaps, recommending rebalancing • Quality governance — ensuring RTFT, internal QC before Meta inspects • SOW scope enforcement — L3 catches it, OM enforces the boundary • People management decisions (performance issues, conduct, through L3s) • Cross-site coordination within their region 3. Daily Cadence • Review SLA dashboard — identify at-risk workstreams across all sites • Check for overnight escalations or blockers from L3s • Brief touchpoint with each L3 (async or 5-min sync) — what\'s blocked, what needs decision • Validate daily standup outputs from sites (are L3s running them properly?) • Respond to escalations within defined SLA (same-day for Escalation tier) • Confirm technician attendance/coverage — no site running short without awareness 4. Weekly Cadence • Weekly team sync with all L3s in region (standing meeting) • Review weekly SLA performance by site — identify trends, not just fires • 1:1 with each L3 (coaching, development, performance) • Attend SDM weekly sync (with Elizabeth) • Review staffing utilization — are techs being used effectively? • Prioritization alignment — confirm next week\'s high-priority workstreams • Process compliance check — are L3s following escalation/documentation standards? 5. Monthly Cadence • Monthly SLA performance review (site-by-site, trend analysis) • L3 performance assessments — formal check-in on development goals • Capacity planning input — recommend staffing changes to SDM • Process improvement proposals — identify one thing to fix/streamline • Safety/EHS review — confirm zero-incident posture, address near-misses • Participate in MOR (Monthly Operations Review) preparation • Review training completion rates for techs in region (with Trainer)

Key Responsibilities

Key Sourcing Information : NA

Skill Requirements

Skill Requirement : The Operations Manager exists to ensure consistent, high-quality field execution across their assigned region by governing L3 Site Leads, enforcing SLA accountability, managing workforce performance, and serving as the escalation authority between site-level execution and SDM-level decisions. They own the how well — not the what (that\'s the Delivery Project Manager) or the who as a human (that\'s the Back-end PM). 2. Primary Responsibilities • SLA performance accountability for all sites in their region • L3 performance management, coaching, and development • Prioritization decisions when workstreams compete for resources • Escalation resolution (receives from L3s, resolves or escalates to SDM) • Workforce capacity — flagging staffing gaps, recommending rebalancing • Quality governance — ensuring RTFT, internal QC before Meta inspects • SOW scope enforcement — L3 catches it, OM enforces the boundary • People management decisions (performance issues, conduct, through L3s) • Cross-site coordination within their region 3. Daily Cadence • Review SLA dashboard — identify at-risk workstreams across all sites • Check for overnight escalations or blockers from L3s • Brief touchpoint with each L3 (async or 5-min sync) — what\'s blocked, what needs decision • Validate daily standup outputs from sites (are L3s running them properly?) • Respond to escalations within defined SLA (same-day for Escalation tier) • Confirm technician attendance/coverage — no site running short without awareness 4. Weekly Cadence • Weekly team sync with all L3s in region (standing meeting) • Review weekly SLA performance by site — identify trends, not just fires • 1:1 with each L3 (coaching, development, performance) • Attend SDM weekly sync (with Elizabeth) • Review staffing utilization — are techs being used effectively? • Prioritization alignment — confirm next week\'s high-priority workstreams • Process compliance check — are L3s following escalation/documentation standards? 5. Monthly Cadence • Monthly SLA performance review (site-by-site, trend analysis) • L3 performance assessments — formal check-in on development goals • Capacity planning input — recommend staffing changes to SDM • Process improvement proposals — identify one thing to fix/streamline • Safety/EHS review — confirm zero-incident posture, address near-misses • Participate in MOR (Monthly Operations Review) preparation • Review training completion rates for techs in region (with Trainer)

Other Requirements

Other Requirement : The Operations Manager exists to ensure consistent, high-quality field execution across their assigned region by governing L3 Site Leads, enforcing SLA accountability, managing workforce performance, and serving as the escalation authority between site-level execution and SDM-level decisions. They own the how well — not the what (that\'s the Delivery Project Manager) or the who as a human (that\'s the Back-end PM). 2. Primary Responsibilities • SLA performance accountability for all sites in their region • L3 performance management, coaching, and development • Prioritization decisions when workstreams compete for resources • Escalation resolution (receives from L3s, resolves or escalates to SDM) • Workforce capacity — flagging staffing gaps, recommending rebalancing • Quality governance — ensuring RTFT, internal QC before Meta inspects • SOW scope enforcement — L3 catches it, OM enforces the boundary • People management decisions (performance issues, conduct, through L3s) • Cross-site coordination within their region 3. Daily Cadence • Review SLA dashboard — identify at-risk workstreams across all sites • Check for overnight escalations or blockers from L3s • Brief touchpoint with each L3 (async or 5-min sync) — what\'s blocked, what needs decision • Validate daily standup outputs from sites (are L3s running them properly?) • Respond to escalations within defined SLA (same-day for Escalation tier) • Confirm technician attendance/coverage — no site running short without awareness 4. Weekly Cadence • Weekly team sync with all L3s in region (standing meeting) • Review weekly SLA performance by site — identify trends, not just fires • 1:1 with each L3 (coaching, development, performance) • Attend SDM weekly sync (with Elizabeth) • Review staffing utilization — are techs being used effectively? • Prioritization alignment — confirm next week\'s high-priority workstreams • Process compliance check — are L3s following escalation/documentation standards? 5. Monthly Cadence • Monthly SLA performance review (site-by-site, trend analysis) • L3 performance assessments — formal check-in on development goals • Capacity planning input — recommend staffing changes to SDM • Process improvement proposals — identify one thing to fix/streamline • Safety/EHS review — confirm zero-incident posture, address near-misses • Participate in MOR (Monthly Operations Review) preparation • Review training completion rates for techs in region (with Trainer)