Senior Operations Manager, Web Application & Product Operations

What you'll do

• Lead a global Tier 2 support organization to troubleshoot and resolve incidents for customer-facing web applications.
• Manage the intake, prioritization, and approval process for change requests across multiple product lines.
• Operate the Change Advisory Board (CAB) to ensure compliance with internal controls and audit requirements.
• Establish operational readiness standards for capacity, observability, supportability, and documentation.
• Plan and execute Hypercare for major releases, including daily war rooms and real-time issue triage.
• Develop and maintain KPIs, service metrics, and user-impact dashboards to track operational performance.
• Drive business continuity planning and operational risk assessments for the product portfolio.
• Communicate operational status, risks, and escalations to executive leadership.

What we're looking for

• 10+ years of experience in software operations, production support, or technical program management.
• Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP).
• Demonstrated expertise in high-severity incident management and postmortem processes.
• Experience managing Change Request or Release Management processes in an agile environment.
• Proficiency in monitoring/logging tools such as New Relic, Datadog, Splunk, or Grafana.
• Proven ability to influence cross-functional teams and communicate with senior leadership.
• Background in customer-facing product operations (preferred).
• Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance (preferred).