🛠 Tech Stack

💼 About This Role

You'll own live operations across multiple Lines of Business, ensuring queue stability and SLA protection in a 24/7 environment. Your core impact involves driving root cause analysis and operational decision-making during critical incidents. This role offers the chance to build scalable frameworks at a profitable, remote-first Y-Combinator company.

🎯 What You'll Do

• Own daily operations of the RTA function across all Lines of Business
• Act as primary source of truth during critical incidents
• Lead and develop a team of RTAs to high performance
• Build scalable queue management frameworks and playbooks

📋 Requirements

• Proven experience leading Real Time Analysts or Workforce Management teams in high-volume environments
• Strong operational judgment with ability to remain calm during high-pressure incidents
• Exceptional analytical skills and deep proficiency in Google Sheets and operational modeling
• High-accountability operator who takes ownership of outcomes and proactively mitigates risks

✨ Nice to Have

• Experience building operational frameworks from the ground up
• Passion for coaching and developing autonomous team members

🎁 Benefits & Perks

• 🏖️ Remote-first culture
• 💰 Profitability since 2022
• 🚀 Rapidly expanding into new markets

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Application Review· 2 business days
2. 2Case Study Assessment· 1 hour
3. 3Case Interview· 1 hour
4. 4Department Head Interview· 1 hour
5. 5Final Interview with Head of Operations· 1 hour