💼 About This Role

You'll own the operational performance of live SaaS products, leading Application Support and Data Annotation teams. Your core impact is ensuring customer issues resolved within SLA and business continuity through human fallback processes. This role offers direct cross-functional partnership with Product, Development, and DevOps.

🎯 What You'll Do

• Lead Application Support and Data Annotation teams
• Oversee incident response and SLA adherence
• Drive post-mortem analysis and continuous improvement
• Ensure manual booking readiness when automation fails

📋 Requirements

• Senior leadership role in 24/7 operational environment
• Deep expertise in ITSM principles including incident management
• Strong background in people management with performance reviews
• Process-first mindset with history of improving workflows

✨ Nice to Have

• Experience with SaaS products
• Cross-functional leadership skills

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Competitive salary
• 📈 Career growth opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/Leadership interview· 60 min