Senior Operations Manager (Remote)

Yembo

3d • $91,000 • Remote

About The Position

Yembo is looking for a Senior Operations Manager (IC4) to own and continuously improve the operational backbone that supports high-quality, on-time delivery for our customers. In this role, you’ll be responsible for ensuring operational excellence across our QA function, vendor partnerships, and service delivery processes. You’ll work cross-functionally with Product, Engineering, Customer Success, and external partners to ensure we consistently meet (and exceed) customer SLAs for both quality and turnaround time. This role is ideal for someone who thrives in complex, distributed environments and enjoys building scalable, sustainable operational systems.

Requirements

• 5+ years of experience in operations, service delivery, QA management, or vendor management, preferably in a SaaS or technology-enabled services environment
• Proven experience managing remote or distributed teams.
• Strong understanding of SLA-driven operations, including quality assurance and turnaround time metrics.
• Experience working with third-party vendors and holding them accountable to performance standards.
• Ability to think systemically and build processes that scale while maintaining quality.
• Comfortable navigating ambiguity and balancing short-term execution with long-term operational improvements.
• Excellent written and verbal communication skills.
• Highly organized, detail-oriented, and data-driven in decision-making.

Responsibilities

• Own delivery outcomes for customer workstreams, ensuring high-quality and on-time execution across all accounts.
• Manage and develop our remote QA team, including performance management, capacity planning, and ongoing coaching.
• Own SLA performance, tracking and improving both turnaround time and quality metrics.
• Manage vendor relationships, including performance monitoring, escalation handling, and continuous improvement initiatives.
• Serve as the primary operational escalation point for delivery or quality issues, working cross-functionally to resolve root causes.
• Design, document, and maintain evergreen training materials for the QA team to ensure consistency, scalability, and rapid onboarding.
• Continuously identify operational inefficiencies and implement data-driven process improvements.
• Partner closely with Product and Engineering to provide operational feedback that informs roadmap and tooling improvements.
• Establish clear reporting and dashboards to track performance, trends, and risks across operations.

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed