Sr. Manager, Operations

Job Description

The Role:

The Carrot Operations team is seeking a seasoned professional to lead the administration and strategic oversight of business-critical systems and automation tools supporting the operational functions across Carrot. As the Sr. Manager, Operations you will play a pivotal role in overseeing the strategy, implementation, seamless integration, optimization, and adoption of these tools across the organization. This role delivers a challenging and exciting combination of individual contributor and managerial responsibilities, supporting associate and manager-level employees, ensuring alignment with organizational goals, and fostering professional growth.

Key responsibilities include:

Strategic Oversight and Administration:

• Establish a framework and architecture that unifies Carrot’s operational data, provides transparency into performance and other key insights, and ensures scalability to support customer growth and service complexity.
• Lead the overarching strategy for the implementation of new workflows and tools, ensuring alignment with organizational objectives.
• Oversee the configuration and governance of key systems (including but not limited to Airtable, Jira Software, Jira Service Management, and Confluence), ensuring consistency, scalability, and adherence to best practices.
• Provide high-level support for complex configurations, workflows, and integrations, acting as an escalation point for the Operations Associate.

Team Leadership and Mentorship:

• Directly manage associate-level employees, setting clear goals, providing guidance, and conducting performance reviews.
• Foster a culture of collaboration, innovation, and continuous learning within the Operations team.
• Serve as a key advisor to leadership, providing updates on progress, challenges, and opportunities related to Jira and Confluence.

Customization and Automation:

• Design and oversee the implementation of advanced workflows, custom fields, and automation rules to optimize processes across departments.
• Evaluate and implement third-party tools and integrations (e.g., Zapier, Airtable) to extend the functionality of Jira and Confluence.

Data-Driven Insights and Reporting:

• Develop and maintain organization-wide reporting frameworks, including advanced roadmaps, dashboards, and KPIs, to provide actionable insights for leadership.
• Drive initiatives to enhance data accuracy and visibility, empowering teams with reliable information for decision-making.

Process Optimization and Standardization:

• Collaborate with cross-functional leaders to identify pain points and inefficiencies with Jira, driving process improvement initiatives.
• Champion the adoption of standardized Jira and Confluence workflows and practices, ensuring consistency across teams and departments.

Training and Enablement:

• Oversee the documentation generated by your team for use by Carrot’s enablement teams as instructional materials.
• Act as a resource for department leaders, ensuring teams are equipped to leverage the software and tools implemented by the Operations team effectively.

Governance and Best Practices:

• Establish and enforce governance policies for Jira and Confluence usage, including user permissions, data hygiene, and project configurations.
• Ensure documentation of processes, guidelines, and solutions is up-to-date and easily accessible within Confluence.

Innovation and Solution Delivery:

• Partner with internal stakeholders to define requirements and deliver innovative solutions to support evolving business needs.
• Lead pilot programs and phased rollouts of new tools, workflows, and configurations.

Subject Matter Expertise:

• Serve as the organization’s go-to expert on the tools we rely on, staying current with new feature updates and industry trends.
• Provide thought leadership on the adoption of new features, tools, and methodologies to maximize the value of the Atlassian suite.

The Team:

The Carrot Operations team exists to drive efficiency and position our Customer-facing, Member-facing, and broader Operations teams to provide best-in-class service to their constituents. We support these teams to achieve established team-level KPIs, by:

• Managing the critical systems and tools these teams rely on to excel at their jobs - from procurement, business relationship management, setup, to ongoing configuration and maintenance
• Driving cross-functional collaboration - within and outside of the Operations department - to support business-critical processes and tools
• Providing governance and centralized management of key business functions
• Executing on key initiatives that drive operational efficiency across all teams within the Operations department, and enabling the organization as a whole to scale in a fiscally responsible fashion

Minimum Qualifications:

• Bachelor’s degree in a relevant field such as Information Technology, Business Administration, or a related discipline.
• 5-7 years of experience managing and administering Atlassian Jira and Confluence, with demonstrated expertise in strategic planning and execution.
• Proven experience leading cross-functional initiatives involving process improvement and workflow optimization.
• Previous experience managing and mentoring team members.
• Deep understanding of Jira and Confluence setup, customization, automation, and governance.
• Advanced proficiency in reporting, including Advanced Roadmaps, dashboards, and KPI tracking.
• Strong project management and organizational skills.
• Exceptional leadership and communication skills, with the ability to influence and collaborate across all levels of the organization.
• Adept at managing competing priorities and driving consensus among stakeholders.
  
  

Preferred Qualifications:

• Experience working within an OKR framework.
• Exposure to high-growth or dynamic work environments.
• Familiarity with additional Atlassian tools, such as Trello, Bitbucket, or Opsgenie.
• Strong analytical and problem-solving skills, with a focus on continuous improvement.

Compensation:

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $151,000-$165,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

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