Senior Operations Manager

Role Overview

• Design and implement the operational infrastructure required to support nationwide screen rollout, maintenance, logistics, and inventory management.
• Oversee and scale core verticals: hardware logistics, installation and service operations, warehousing and 3PL relationships, field execution, and vendor performance.
• Build and lead a team capable of high-stakes negotiation and cost optimization, with the right structure and capabilities to drive down installation costs and enforce quality standards across all markets.
• Recruit, train, and manage a high-performing operations team, including in-house staff and external partners.
• Develop SOPs, workflows, and performance standards that promote accuracy, accountability, and consistent execution nationally.
• Own the operations budget — forecasting, cost control, and targeted reduction of cost-per-install and cost-per-service metrics.
• Collaborate with Business Development to align operational timelines, installation readiness, and service planning with signed property partnerships.
• Partner with Product and Content teams to ensure hardware, firmware, and system requirements are operationally deployable and meet creative and technical specifications.
• Identify, onboard, and manage installation, service, warehousing, and logistics vendors; establish and enforce SLAs that ensure quality, responsiveness, and accountability.
• Implement tracking systems for installation quality, cost-per-installation, screen uptime, service turnaround times, and vendor performance — ensuring transparency and continuous improvement across markets.
• Build executive dashboards and reporting structures that give leadership clear visibility into progress, risk, cost trends, installation velocity, and optimization opportunities.
• Drive continuous improvement across installation workflows, vendor management, logistics, and communication to support speed, quality, and cost efficiency.
• Stay current on industry trends, regulatory considerations, and emerging technologies that may affect operational scale, cost position, or performance.

Requirements

• 3–7 years of operations experience in high-growth, multi-market environments, with exposure to field execution, installation workflows, service operations, logistics, or vendor management.
• Must have bilingual proficiency (verbal and written) in Mandarin Chinese and English
• Proven experience in vendor negotiation, cost optimization, quality enforcement, and disciplined operational execution across multiple markets.
• Experience working with 3PLs, warehousing networks, installation partners, or service vendors, with a track record of holding external partners accountable to SLAs, pricing, and quality standards.
• Demonstrated ability to reduce operational unit costs, supported by reporting mechanisms that track trends and drive improvement.
• Strong financial acumen, including experience managing departmental budgets, modeling costs, navigating trade-offs, and enforcing commercial discipline.
• Strong leadership and people management skills, with experience coordinating, training, or managing distributed and cross-functional teams.
• Hands-on operator with a systems mindset — comfortable working at ground level when needed, and scaling to process-driven oversight as the organization grows.
• Clear, confident communicator who collaborates effectively with Business Development, Product, Content, and executive leadership.
• Familiarity with project management and logistics tools; experience implementing operational software or workflow systems is a plus.
• Bachelor's degree required.

Benefits

• Full medical, dental, and vision insurance
• 401(k) with company contribution
• Benefits designed to support sustainable, long-term performance
• Talkspace Therapy Package: Access to mental health support
• Commuter Benefits: Assistance for in-office employees’ commuting costs
• Short-Term Disability: Financial protection in case of temporary disability
• Paid Time Off (PTO): Generous leave for vacation, personal time, and holidays