About Attentive.ai
Attentive.ai is a fast-growing vertical SaaS startup, funded by Peak XV (Surge), InfoEdge, Insight Partners, Vertex Ventures, and Tenacity Ventures that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platforms.
About the Role
We are looking for a hands-on operations leader to directly own people management and SLA (productivity, TAT and accuracy) delivery within a complex and high volume delivery organisation. This is a floor-level leadership role, not a distant oversight one managing TLs / AMs. The Ops Manager/DM runs daily operations and owns key customer SLAs along with improving Productivity, Accuracy and TAT.
Key Responsibilities
- Own people management, attendance and SLA delivery for production team
- Run daily standups; provide first-line coaching and handle performance conversations directly
- Partner closely with the paired SME on domain/scope judgement calls and recurring RFI patterns — know when an issue is a people call versus a domain call
- Own within-pod reallocation and rescheduling when delivery risk can be resolved using existing team capacity, work prioritization to meet TAT commitments
- Escalate delivery risk to the Head of Operations directly when it exceeds what the pod can absorb on its own
- Build and track individual development plans for team members in the pod
- Report team-level productivity, accuracy, attendance and attrition to the Head of Operations on a weekly cadence
- Drive adoption of new platform/AI features within the pod to improve hourly productivity
Must-Have Skills and Experience
- 6 to 10 years in operations/service delivery, ideally within BPO, shared services or a high-volume delivery environment
- Direct people-management experience — has managed individual contributors directly, not just coordinated through other supervisors
- Working knowledge of SLA/TAT fundamentals and day-to-day floor management
- Comfortable using dashboards and data to drive pod-level decisions
- Strong coaching orientation, particularly for entry- and mid-level team members
- Structured and calm under pressure — comfortable resolving floor-level issues in real time
Good-to-Have Skills
- Lean/Six Sigma or equivalent process-improvement exposure
- Prior experience in construction, AEC or estimating operations (helpful, not required — the paired SME covers this)
- Familiarity with attendance/scheduling platforms similar to Timeschamp and Prohance
