Operations Manager / Delivery Manager

Company Overview

Attentive.ai is a fast-growing vertical SaaS startup, funded by Peak XV (Surge), InfoEdge, Insight Partners, Vertex Ventures, and Tenacity Ventures. We provide innovative software solutions for the landscape, paving, and construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple and easy-to-use software platforms.

Job Summary

We are looking for a hands-on Operations Leader to directly own people management and SLA (productivity, turnaround time (TAT), and accuracy) delivery within a complex and high-volume delivery organization. This is a floor-level leadership role, not a distant oversight position managing team leads or account managers. The Operations Manager/Delivery Manager will run daily operations and own key customer SLAs while improving productivity, accuracy, and TAT.

Responsibilities

• Own people management, attendance, and SLA delivery for the production team.
• Run daily standups; provide first-line coaching and handle performance conversations directly.
• Partner closely with the paired Subject Matter Expert (SME) on domain/scope judgement calls and recurring Request for Information (RFI) patterns; distinguish between people issues and domain issues.
• Own within-pod reallocation and rescheduling when delivery risk can be managed using existing team capacity; prioritize work to meet TAT commitments.
• Escalate delivery risks to the Head of Operations when they exceed what the pod can manage on its own.
• Build and track individual development plans for team members within the pod.
• Report team-level productivity, accuracy, attendance, and attrition to the Head of Operations on a weekly basis.
• Drive the adoption of new platform/AI features within the pod to improve hourly productivity.

Qualifications

• 6 to 10 years of experience in operations/service delivery, ideally within BPO, shared services, or a high-volume delivery environment.
• Direct people management experience—managed individual contributors directly, not just coordinated through other supervisors.
• Working knowledge of SLA/TAT fundamentals and day-to-day floor management.
• Comfortable using dashboards and data to drive pod-level decisions.
• Strong coaching orientation, particularly for entry- and mid-level team members.
• Structured and calm under pressure—comfortable resolving floor-level issues in real time.

Preferred Skills

• Lean/Six Sigma or equivalent process-improvement exposure.
• Prior experience in construction, Architecture, Engineering, and Construction (AEC) or estimating operations (helpful, but not required—the paired SME will cover this).
• Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance.

Experience

6 to 10 years of relevant experience in operations or service delivery within a fast-paced, high-volume environment.

Environment

This role may involve both in-office and remote work settings, pending company policies regarding operational leadership.

Salary

Not specified.

Growth Opportunities

Potential career advancement opportunities within the organization could include higher-level operational roles or specialized managerial positions depending on performance and company needs.

Benefits

Not specified.