Operations Program Manager

Scale is looking for an Operations Program Manager (OPM) to drive system-level improvements, operational performance, and structural reliability across the region. In this role, you will act as both a systems owner and escalation authority—ensuring support workflows are scalable, efficient, and aligned with global standards while adapting to local operational needs. As our operations continue to expand, this role will be critical in identifying root causes, implementing durable fixes, and driving measurable improvements in key performance metrics. You will serve as the bridge between frontline execution and system design, ensuring consistency, stability, and continuous improvement across regional operations. You will be part of a highly collaborative and impact-driven team, working closely with Team Leads, SMEs, Product, Engineering, and Operations stakeholders. This role is ideal for someone who thrives in ambiguity, enjoys solving complex operational challenges, and is relentless in driving high-quality outcomes at scale. You will: - Identify recurring issue patterns and structural inefficiencies across the region - Lead retrospectives on operational breakdowns and implement durable, system-level fixes - Act as the escalation partner for complex and high-risk regional cases - Define and drive regional KPI improvements across SLA, CSAT, backlog health, and escalation rates - Track and measure the impact of operational changes and interventions - Influence SOPs, macros, and documentation to improve clarity and reduce ambiguity - Partner with Enablement to build scalable regional training programs - Act as a regional training lead to reinforce workflows, policies, and quality standards - Collaborate with Product, Engineering, and Operations to drive tooling and workflow improvements - Translate frontline insights into clear, actionable requirements for system enhancements - Identify risks within workflows and implement safeguards to improve consistency and reliability - Strengthen auditability and operational defensibility across the region Ideally you’d have: - Experience in operations, program management, or process improvement roles in high-volume environments - Strong analytical and problem-solving skills with a systems-thinking mindset - Experience leading cross-functional initiatives and driving measurable outcomes - Ability to identify root causes and implement scalable, long-term solutions - Strong communication skills across technical and non-technical stakeholders - Experience working with KPIs such as SLA, CSAT, backlog, and escalation metrics Nice to haves: - Experience in support operations, trust & safety, or platform operations - Familiarity with workflow tools (e.g., Zendesk or similar systems) - Experience building SOPs, training programs, or documentation frameworks - Experience working in regional or global operations teams This is a high-impact role focused on driving regional operational excellence, improving system reliability, and ensuring scalable support infrastructure as we continue to grow. PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants. About Us: At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications. We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]. Please see the United States Department of Labor's Know Your Rights poster for additional information. We comply with the United States Department of Labor's Pay Transparency provision. PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the perso