Operations Experience Team Manager

Finley Road Partners provides specialized administrative, human resources, staffing, and related employer services for a variety of clients. The Company specializes in event labor management. With local expertise and national reach, we have the industry’s most comprehensive database of technicians, and the country’s best crewing managers located on the ground in local markets throughout North America. We’re the Employer-of-Choice for field technicians around the U.S. and Canada.

Job Summary: The Operations Experience Team Manager will lead the operational support strategy to deliver exceptional, seamless experience for corporate clients, field teams, and union administrators. As the leader of the department, this role provides oversight for a remote team of Senior Associates and Associates, driving performance management, establishing SLA architectures, and translating support data into broader corporate strategy. This position partners closely with executive leadership and Business Operations to optimize technology investments, workforce planning, and national event labor operations. This is a fully remote position.

General Duties/Responsibilities: 

• Lead, mentor, and develop a high-performing, remote team of Senior Operations Experience Team Associates and Associates.
• Define, monitor, and report key performance indicators (KPIs) and Service Level Agreements (SLAs) across all support channels. including email, phone, ticketing platforms.
• Serve as the primary escalation contact for critical operational incidents, client technical issues, major system outages, ensuring prompt and professional resolution.
• Utilize supporting data to identify recurring issues, then collaborate with technical and payroll teams to implement permanent system solutions.
• Manage the development of the company’s internal knowledge base, troubleshooting guides, and training materials to support efficient scaling of operations in conjunction with company growth.
• Oversee the performance of workforce management and ticketing software tools utilized by the team.
• Perform other duties as assigned.

• 6 – 8+ years of experience in operational management, customer success operations, technical support management, or business operations. 
• At least 2 – 3 years of direct people management experience in a remote environment is required.
• Expert-level understanding of standard ticketing architectures, workforce management platforms, and CRM integration workflows (e.g., Salesforce, Zendesk, Jira).
• Exceptional capability to transform messy support data into structured reports, executive presentations, and cross-functional business requirements.
• Strong background with live events, staffing, labor management, or industries with complex cross-border/multi-state payroll and union fringe benefit tracking.
• Elite interpersonal and communication skills, with a proven track record of managing high-stakes relationships with corporate clients, labor unions, and internal executive partners.
• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field (or equivalent experience) is preferred.

We believe in supporting our team members with a comprehensive benefits package designed to enhance their well-being and provide financial security. Here’s what you can expect as part of our team: 

Health and Wellness  

• Medical, dental, and vision insurance plans   
• Employer contributions to Health Savings Accounts (HSAs)   
• Employer paid Short-term & Long-term Disability, Basic Term Life and AD+D   
• Employee funded Flexible Spending Accounts (FSAs), Voluntary Term Life   
• Wellness programs, including gym membership discounts and mental health resources   

Financial Benefits  

• Competitive salary    
• 401(k) retirement plan   
• Employee assistance programs for financial planning and counseling   

Work-Life Balance  

• Discretionary paid time off (PTO) policy   
• 8 company paid holidays + 1 personal floating holiday   
• Flexible work arrangements (remote/hybrid opportunities, if applicable, with home internet and cell phone stipend)   
• Paid bonding leave   

The US base salary range for this full-time position is $90,000-$125,000, plus benefits as applicable. This position is not eligible for stocks and/or stock options. Our salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.  

Finley Road Partners LLC is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected by law. If you are unable to use our online application process due to an impairment or disability, please contact hr@programproductions.com.    

We participate in E-Verify. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on the ‘E-Verify’ logo.