Production Operations Manager

US-VA-Herndon

US Jobs

Req #: 1363
Type: Regular Full-Time
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Aura

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				Overview:

Our team is a highly skilled engineering group looking for a highly motivated Production Operations Manager to join us. We work as a team, but each member is given a high degree of autonomy. We build high performance systems in an AWS environment, leveraging the services that AWS provides (e.g. Lambda, SQS, SNS, S3, API Gateway, ECS). 

We own the core of the Identity Guard application, and are responsible for maintaining this high throughput system. 

Location Flexible:
A Flexible Talent model means the location of our employees is targeted but flexible. If "Location Flexible" is listed in the job title of a role, the role can be located in any of the states where Aura is authorized to do business. Some roles (including those which do not have "Location Flexible" in the job title), however, may have to be co-located with their teams in certain locations. Please work with your recruiter and your hiring manager to understand any location constraints of a particular role and to communicate your location preferences. Aura is authorized to do business throughout the U.S., but not in all states. If you are not located in or able to work from a state where Aura is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Aura is registered.

Responsibilities:

* Build operational excellence - optimize existing product operations processes and build new ones as required.
* Oversee 100% of the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. 

* Train, coach and mentor Prod Ops staff. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. Structure the team organization to allow the operations to scale and support growing membership. Interact with internal and external customers. 

* Own KPIs, monitor and publish key metrics.  Provide data and reporting of KPI's and trends in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage the ticket queue. Participate in escalated calls as needed.

* Oversee Solutions repository and ensure top-quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Advise management on situations that may require additional client support or escalation. 

* Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools and support experience. 

Qualifications:

* Bachelor's degree or equivalent work experience.
*  8+ years of relevant work experience in services-based product operations. 
*  2 to 4 years experience working with cloud-based systems, preferably AWS services is a big plus.
*  Demonstrated ability to guide team members in troubleshooting, issue resolution, or escalation.
*  Ticket management and major incident management at an enterprise scale.
*  Process improvement and performance optimization experience preferred.
*  Gathering data, statistical analysis, and reporting of metrics (i.e. KPIs) 
* Demonstrated experience in leadership, coaching, empowering and recognizing others.
*  Prior supervisory/management experience leading an operations team.
*  Exceptional collaborator with the bility to influence.
*  Vision for and execution of creating a high-performance team.
*  Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.
*  Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations.
*  Develop, improve, and implement processes and support structures to maintain exceptional service and ensure that the needs of the organization are understood and met.
*  Sound judgment and conflict resolution skills.

Aura helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. With adaptive technology, a seasoned team, and a first-of-its-kind product suite, Aura enables customers to manage disparate cybersecurity needs with ease. Backed by premier investors, WndrCo and General Catalyst, Aura's category-defining business is a holistic personal digital security platform that unites best-in-class privacy, identity, and security products.

Trusted by more than 2 million customers, Aura has a team of more than 450 people worldwide and revenues over $200 million. Most importantly, this trajectory continues to show momentum and is supported by strong organic growth in addition to strategic customer acquisition. Aura's leadership team has seen similar success before, having grown a start-up to a valuation of over $3 billion prior to exit. With a clear vision, strong alignment, and strategic M&A execution, Aura has assembled a stellar team and built a unique culture with incredible employees. Join us for the ride!

Aura offers a competitive compensation package including a generous benefits package consisting of health, dental, retirement, and other benefits. Aura is an entrepreneurial and high growth company, and you can grow with us! We love your aura. Your aura is uniquely you, which makes our Aura better.
Aura's offerings are built by people of diverse backgrounds that have dedicated their careers to making everyone's digital lives safer with their expertise. Leveraging our differences is an advantage that helps us learn and perform at our very best - together.

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination or harassment based on "protected categories," Aura is committed to being an inclusive community where all feel welcome. Whether blatant or hidden, barriers to success have no place at Aura.

Aura and its subsidiaries participate in E-Verify.

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