Senior Manager- Operations

Applause•New York, NY

11d•Hybrid

About The Position

The Senior Manager of Operations is responsible for operational strategy, processes, and resources across multiple data collection sites, primarily in the United States, with potential international locations. The sites support registered participants using or wearing digital devices and technologies, including smart watches, smart glasses, mobile apps, and AI-enabled video. This senior-level role contributes to the success and continued growth of Delivery Operations by developing long-term strategies and initiatives to scale and improve processes across data collection facilities. The position owns operating budgets for collection locations and works with Global Delivery and PMO on cost optimization. It provides direct oversight of the team responsible for daily operations, including site leads and technical resources. The role is hybrid, with 3–4 days per week onsite at the Midtown New York office.

Requirements

At least 5 years of experience directly managing teams.
Demonstrated ability to succeed in fast-paced, high-stakes environments with ambiguous requirements and aggressive timelines.
Experience with financial management, budget ownership, and resource planning.
Comfort leading external communications or customer presentations.
Strong organizational skills, attention to detail, and ability to multitask.
Analytical ability to gather and transform data, conduct complex analysis, and solve business and technical problems.

Nice To Haves

Experience with participant data collection involving digital devices and technologies such as smart watches, smart glasses, and AI-enabled video is highly preferred.
Experience managing cross-functional teams across multiple locations is a plus.
PMP, Six Sigma, Scrum, or Agile certification is preferred but not required.

Responsibilities

Define Operations goals and objectives in collaboration with Delivery, Community, and PMO resources.
Design and implement scalable operating processes that improve resource efficiency and consistency across collection locations.
Monitor and report on execution of the Operations strategy.
Provide thought leadership on Operations, Testing Services, and Compliance.
Manage the operating budget for Applause collection facilities and use financial forecasts to inform headcount and facilities decisions.
Own capacity planning, proactively plan for growth, develop core team members, and create flexible operating schedules to maximize use of resources and facilities.
Lead site leads and technical resources responsible for day-to-day operations at their collection facilities.
Foster collaboration and communication among team members to align Operations, Delivery, and Community teams.
Develop and implement quality measurement and control rubrics and processes.
Monitor data quality and proactively identify gaps.
Partner with Security and Infosec teams to ensure compliance.
Develop and implement operational processes and best practices to support efficient and effective operations.
Work with cross-functional teams to identify process improvements and implement changes.