Manager / Deputy Manager - Operations
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At a glance
Job overview
Attentive.ai is hiring a Manager / Deputy Manager - Operations. Attentive.ai is seeking a hands-on Operations Manager/Deputy Manager to lead people management and SLA delivery within a complex, high-volume delivery organization. This floor-level leadership role involves running daily operations, owning key customer SLAs, and improving productivity, accuracy, and TAT. The ideal candidate will drive adoption of new platform/AI features and build individual development plans for team members.
Key focus areas include Own people management, attendance, and SLA delivery for production team, Run daily standups; provide first-line coaching and handle performance conversations directly, and Partner closely with paired SME on domain/scope judgement calls and recurring RFI patterns.
Successful candidates bring 6 to 10 Years Operations/Service Delivery Experience, Direct People Management Experience, and Working Knowledge Of SLA/TAT Fundamentals. Important skills include People Management, SLA Delivery, Productivity Improvement, Accuracy Improvement, TAT Improvement, and First-Line Coaching. Preferred (not required): Process Improvement, Construction Operations, and AEC Operations.
Skills & qualifications
Skills
Qualifications
Full job description
About Attentive.ai Attentive.ai is a fast-growing vertical SaaS startup, funded by Peak XV (Surge), InfoEdge, Insight Partners, Vertex Ventures, and Tenacity Ventures that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platforms. About the Role We are looking for a hands-on operations leader to directly own people management and SLA (productivity, TAT and accuracy) delivery within a complex and high volume delivery organisation. This is a floor-level leadership role, not a distant oversight one managing TLs / AMs. The Ops Manager/DM runs daily operations and owns key customer SLAs along with improving Productivity, Accuracy and TAT. Key Responsibilities
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Own people management, attendance and SLA delivery for production team
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Run daily standups; provide first-line coaching and handle performance conversations directly
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Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns — know when an issue is a people call versus a domain call
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Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity, work prioritization to meet TAT commitments
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Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb on its own
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Build and track individual development plans for team members in the pod
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Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence
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Drive adoption of new platform/AI features within the pod to improve hourly productivity Must-Have Skills and Experience
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6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment
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Direct people-management experience — has managed individual contributors directly, not just coordinated through other supervisors
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Working knowledge of SLA/TAT fundamentals and day-to-day floor management
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Comfortable using dashboards and data to drive pod-level decisions
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Strong coaching orientation, particularly for entry- and mid-level team members
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Structured and calm under pressure — comfortable resolving floor-level issues in real time Good-to-Have Skills
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Lean/Six Sigma or equivalent process-improvement exposure
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Prior experience in construction, AEC or estimating operations (helpful, not required — the paired SME covers this)
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Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance
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