About the role

Yembo is looking for an Operations Manager (IC3) who is hands-on and execution-focused. You’ll be responsible for driving quality, performance, and consistency across day-to-day operations. This role is well suited for someone who has experience working in complex, distributed environments and understands what it takes to maintain high standards as operations scale.

In this role, you will analyze operational and quality data, assess performance against defined SLAs, and identify opportunities to improve outcomes. You will work closely with vendors and internal partners to review performance, align on expectations and support continuous improvement efforts. Success in this position requires strong analytical judgement, attention to detail, and the ability to translate data into practical actions that improve quality, reliability, and customer outcomes over time.

What you'll do

Own SLA and performance tracking across vendors and operational workflows, ensuring expectations are clearly designed, measured and monitored.
Analyze quality, performance and operational data to identify trends, risks and improvement opportunities.
Develop data-backed recommendations for operational changes and best practices, and take ownership of implementing approved improvements.
Serve as the operational escalation point for performance and quality issues, partnering cross-functionally to investigate root causes and drive resolution.
Work directly with vendors to review performance and support improvements, including enabling adherence to SLAs, quality standards, and SOPs through documentation, guidance and training.
Design, document and maintain evergreen training materials, SOPs and best practices for quality teams and vendors.
Execute continuous improvement initiatives and ensure changes are adopted and delivering intended outcomes.
Partner closely with Product and Engineering to provide operational feedback, surface recurring issues and inform workflow and product improvements.
Collaborate with Customer Success to align operational performance with customer expectations and delivery standards.
Build and maintain reporting dashboards to track performance, quality and trends over time.

Who we are looking for

4+ years of experience in operations, quality, or business process roles, ideally within SaaS or technology-enabled environments with distributed teams.
Demonstrated experience owning quality and SLA performance, including measurement, analysis, gap identification and corrective action.
Strong analytical skills with the ability to work directly with raw data, reports and dashboards to identify trends and performance gaps.
Experience acting as an operational escalation point, driving root cause analysis and resolution across teams.
Comfortable working directly with vendors to review performance, support SLA adherence, quality standards, and SOPs through enablement and training.
Proven ability to create and maintain clear, practical SOPs, training materials and operational guidelines.
Experience partnering cross-functionally with Customer Success, Product and Engineering.
Ability to bring forward data-driven recommendations and take ownership of implementing approved changes.
Excellent written and verbal communication skills, with the ability to clearly present data, findings and expectations to both internal and external partners.
Self-directed, detail-oriented and comfortable operating as an individual contributor in a hands-on, execution-focused role.
Thrives in complex, evolving environments and understands what it takes to maintain high standards as operations scale.

Yembo

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