Operations Experience Team Manager

About this role

Description:

Finley Road Partners provides specialized administrative, human resources, staffing, and related employer services for a variety of clients. The Company specializes in event labor management. With local expertise and national reach, we have the industry’s most comprehensive database of technicians, and the country’s best crewing managers located on the ground in local markets throughout North America. We’re the Employer-of-Choice for field technicians around the U.S. and Canada.

Job Summary: The Operations Experience Team Manager will lead the operational support strategy to deliver exceptional, seamless experience for corporate clients, field teams, and union administrators. As the leader of the department, this role provides oversight for a remote team of Senior Associates and Associates, driving performance management, establishing SLA architectures, and translating support data into broader corporate strategy. This position partners closely with executive leadership and Business Operations to optimize technology investments, workforce planning, and national event labor operations. This is a fully remote position.

General Duties/Responsibilities:

- Lead, mentor, and develop a high-performing, remote team of Senior Operations Experience Team Associates and Associates.
- Define, monitor, and report key performance indicators (KPIs) and Service Level Agreements (SLAs) across all support channels. including email, phone, ticketing platforms.
- Serve as the primary escalation contact for critical operational incidents, client technical issues, major system outages, ensuring prompt and professional resolution.
- Utilize supporting data to identify recurring issues, then collaborate with technical and payroll teams to implement permanent system solutions.
- Manage the development of the company’s internal knowledge base, troubleshooting guides, and training materials to support efficient scaling of operations in conjunction with company growth.
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