Technical Contract Manager coordinating between teams and clients, ensuring project compliance in Salvador. Leading operations and delivering technical solutions in the field of information security.
About the role
- Manager of Service Delivery for Hayden AI managing service delivery operations for route annotation. Responsible for team leadership, quality outcomes, and operational improvements.
Responsibilities
- Own end-to-end service delivery for route annotation and related operational workflows.
- Translate quarterly and monthly objectives into clear operating plans, capacity models, and daily execution priorities.
- Ensure delivery meets defined quality standards, turnaround times, and cost targets.
- Monitor performance and intervene quickly to resolve delivery, quality, or capacity risks.
- Lead and develop a high-performing team of leads and individual contributors.
- Manage day-to-day execution across one or more subcontractors or third-party vendors.
- Establish clear expectations, workflows, SLAs, and accountability mechanisms.
- Own quality outcomes for routes, in partnership with QA and product stakeholders.
- Implement and maintain quality standards, operating procedures, and audit mechanisms.
- Apply continuous improvement methodologies (Lean, Six Sigma, Kaizen) to improve throughput, quality, and cost.
Requirements
- 5–8+ years of experience in service delivery, operations, or program management within technology, data, or services organizations.
- Proven experience managing frontline teams and delivering results through vendors or subcontractors.
- Strong operational rigor with the ability to run multi-threaded delivery environments.
- Excellent written and verbal communication skills.
- Lean Six Sigma Yellow or Green Belt (or equivalent continuous improvement background) is preferred.
- Experience in annotation, data operations, BPO, logistics, or high-volume service environments is preferred.
Benefits
- Options for medical, dental, and vision coverage for employees and dependents (for US employees)
- Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
- 401(k) with 3% company matching
- Unlimited PTO
- Daily catered lunches in our San Francisco office
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