Operations Manager

Yembo is a fully remote company on a mission to bring trust and transparency to the home services industry. Our AI technology transforms smartphone videos into virtual surveys enabling workflow specific deliverables for businesses in the Moving & Storage and P&C Insurance space. 

Yembo is looking for an Operations Manager (IC3) who is hands-on and execution-focused. You’ll be responsible for driving quality, performance, and consistency across day-to-day operations. This role is well suited for someone who has experience working in complex, distributed environments and understands what it takes to maintain high standards as operations scale.

• →Own SLA and performance tracking across vendors and operational workflows, ensuring expectations are clearly designed, measured and monitored. 
• →Analyze quality, performance and operational data to identify trends, risks and improvement opportunities. 
• →Develop data-backed recommendations for operational changes and best practices, and take ownership of implementing approved improvements. 
• →Serve as the operational escalation point for performance and quality issues, partnering cross-functionally to investigate root causes and drive resolution. 
• →Work directly with vendors to review performance and support improvements, including enabling adherence to SLAs, quality standards, and SOPs through documentation, guidance and training. 
• →Design, document and maintain evergreen training materials, SOPs and best practices for quality teams and vendors. 
• →Execute continuous improvement initiatives and ensure changes are adopted and delivering intended outcomes. 
• →Partner closely with Product and Engineering to provide operational feedback, surface recurring issues and inform workflow and product improvements. 
• →Collaborate with Customer Success to align operational performance with customer expectations and delivery standards. 
• →Build and maintain reporting dashboards to track performance, quality and trends over time.
  
  

• 4+ years of experience in operations, quality, or business process roles, ideally within SaaS or technology-enabled environments with distributed teams. 
• Demonstrated experience owning quality and SLA performance, including measurement, analysis, gap identification and corrective action. 
• Strong analytical skills with the ability to work directly with raw data, reports and dashboards to identify trends and performance gaps. 
• Experience acting as an operational escalation point, driving root cause analysis and resolution across teams. 
• Comfortable working directly with vendors to review performance, support SLA adherence, quality standards, and SOPs through enablement and training. 
• Proven ability to create and maintain clear, practical SOPs, training materials and operational guidelines. 
• Experience partnering cross-functionally with Customer Success, Product and Engineering.
• Ability to bring forward data-driven recommendations and take ownership of implementing approved changes. 
• Excellent written and verbal communication skills, with the ability to clearly present data, findings and expectations to both internal and external partners. 
• Self-directed, detail-oriented and comfortable operating as an individual contributor in a hands-on, execution-focused role. 
• Thrives in complex, evolving environments and understands what it takes to maintain high standards as operations scale.