Technology Operations Lead

The Role

Great Gray is hiring a Technology Operations Lead to own operational discipline and delivery tracking across all of Engineering (RPAG, BoardingPass, Data Engineering, AI and DevOps). This person sets the operating standards that Engineering runs on (Jira, stand-ups, escalation and SLAs), tracks delivery against commitments, and surfaces blockers early rather than at the deadline. Reporting to the Director, Data & AI, the Technology Operations Lead works across Engineering, Product, Customer Support and third-party vendors.

Location

This position will work remote from the United States.

Please note that remote employment in this role is restricted to candidates residing in states where Great Gray is currently registered as an employer. These states are limited to: CA, CO, CT, DC, DE, FL, GA, IL, IN, MA, MD, MI, MN, NC, NH, NJ, NV, NY, OH, PA, RI, SC, TN, TX and VA.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

• Define and maintain the SOPs for Agile methodology; Jira usage, refinement and stand-ups across all Engineering teams, and drive adoption.
• Track PRDs, TRDs, Jira epics and stories, story points and due dates across Engineering, and surface blockers and risks early rather than at the deadline.
• Participate in the Weekly Delivery check-ins, holding both Engineering and Product accountable to their commitments.
• Own the escalation path for customer-reported issues so that triage in Salesforce and Jira is consistent, ownership is clear, and no ticket sits without a written update.
• Maintain a live ‘known-issues’ view, and brief support and relationship teams after each release so they know what changed before customers call.
• Manage data SLAs with key clients, third-party vendors and internal stakeholders; monitoring delivery against agreed timelines and quality expectations.
• Report regularly on delivery performance, resolution times, SLA performance, and enhancement requests routed to Product.
• Complete other related duties as assigned.

Qualifications & Experience

• Bachelor’s degree and 7+ years in operations, delivery management or program management, including 2+ years in a lead role.
• Hands-on experience with Jira (workflows, boards, reporting) and Salesforce or a comparable case management tool, and a track record of defining and enforcing SOPs.
• Experience defining, negotiating and tracking SLAs with customers, vendors and internal stakeholders.
• Experience with monitoring and observability tools and defining meaningful alerts and SLAs.
• Working familiarity with a major cloud platform (AWS, Azure, or GCP).
• Clear written and verbal communication with both engineers and non-technical stakeholders.
• Sound judgment under pressure and the ability to prioritize competing demands
• Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.

Tech Stack

Our current tech stack is a blend of existing and next-gen tools/languages, and like our company itself, our software is always evolving.

• Frontend: Angular, React
• Backend: C# .NET
• Data Layer: MSSQL, Python, Postgres, Databricks
• Infrastructure: Azure cloud
• Tooling: Cypress, Docker, GitHub, Cursor, SonarQube