Operations Management Manager

Job Title: Data Ops Program Manager
Department: Client Operations / Business Intelligence (OpEx BI)
Reports To: Director, OpEx BI Team
Purpose of the Role
The Data Ops Program Manager owns Agile process health, client facing delivery operations, and data governance execution to improve reliability, throughput, SLA compliance, delivery predictability and stakeholder communication for client reporting and analytics. This role serves as the execution backbone for the OpEx BI team, ensuring client demand is translated into well governed, predictable, and high-quality reporting outcomes.
Role Overview
This role blends client operations management, program delivery, and Agile execution leadership within a Business Intelligence environment. The Program Manager ensures that client intake is clear and actionable, delivery teams operate with healthy Agile practices, governance commitments are consistently executed, and both internal and external stakeholders have strong visibility into capacity, risks, and delivery timelines.
The role does not replace BI delivery or engineering leadership, but enables them by improving flow, reducing operational friction, and strengthening accountability across people, process, and reporting platforms.
Key Responsibilities
Agile Process & Delivery Ownership

• Conduct intake reviews for client reporting requests and ensure all work meets Definition of Ready standards prior to commitment
• Manage sprint planning logistics, backlog health, prioritization hygiene, and cross-team dependencies across BI and upstream data teams
• Track and report capacity, unplanned work, and flow metrics including lead time, cycle time, throughput, and blocked items
• Surface delivery risks early and drive corrective actions to protect client commitments and reporting SLAs

Client & Data Governance Execution

• Steward Standard Operating Procedures (SOPs), Change Management (CM), and SLA processes supporting client reporting and analytics
• Monitor, report, and escalate client SLA non-compliance, ensuring issues are visible, understood, and actioned
• Partner with Data Governance teams, upstream systems, and OpEx stakeholders to enforce Tenet aligned data and reporting practices
• Ensure governance requirements are operationalized without materially slowing client delivery

ROI Development, Monitoring & Reporting

• Develop and maintain ROI models for major client reporting initiatives, data governance investments, and cross functional BI programs
• Monitor realized vs. projected ROI, highlighting variances, drivers, and recommended corrective actions
• Publish quarterly ROI insights to the Director of OpEx BI and key stakeholders to inform prioritization, resourcing, and strategic planning
• Ensure ROI findings directly shape intake decisions, capacity allocation, and continuous improvement priorities

Stakeholder & Client Alignment

• Serve as the central point of contact for client and stakeholder intake, clarifications, and requirement refinement
• Translate client needs into clearly scoped, ready to execute BI work items
• Balance incoming client demand against team capacity and facilitate trade-off conversations when needed
• Publish weekly operational insights including capacity outlook, delivery risks, blockers, and client facing forecasts

Operational Intelligence & Reporting

• Maintain and evolve operational dashboards showing backlog health, system constraints, demand vs. capacity, and delivery trends
• Provide transparency into client reporting throughput, SLA performance, and delivery predictability
• Identify recurring bottlenecks across teams, tools, or processes and propose systemic improvements
• Use operational data to drive continuous improvement in client experience, flow, and quality

Program & Cross Team Coordination

• Own end-to-end execution of cross functional BI and client reporting initiatives
• Coordinate dependencies across Client Operations, BI delivery, Data Engineering, Platform, and upstream systems
• Establish consistent execution rhythms (planning cadences, reviews, retrospectives, stakeholder check-ins)
• Provide executive ready status reporting to the Director of OpEx BI with clear narrative, risks, and recommendations

Role Requirements

• Bachelor's degree in a related discipline and 6 years of experience in a related field, or equivalent combinations such as a master's degree and 4 years of experience, a PhD and 1 year of experience, or 18 years of experience with no degree.
• Background in PMO, Agile Delivery, Program Management, or Operations Management
• Experience supporting client facing analytics, reporting, or BI teams
• Strong understanding of Agile principles, flow-based metrics, and delivery forecasting
• Demonstrated ability to manage governance frameworks (SOPs, SLAs, CM) in operational environments
• Excellent communication skills with proven ability to align cross functional teams and client stakeholders
• Comfort operating in complex, matrixed data and technology organizations

Preferred Qualifications

• Experience working within Business Intelligence, Analytics, or Data Platform teams
• Familiarity with client reporting lifecycles, data dependencies, and change management
• Experience building or operating dashboards for delivery, capacity, or operational health
• Background in enterprise or regulated environments with formal SLA commitments

How This Role Is Positioned

• Senior Individual Contributor or Manager level role
• Embedded within the OpEx BI / Client Operations organization
• Acts as the operational control and execution layer between client demand and BI delivery
• Partners closely with the Director of OpEx BI, BI delivery leads, and data stakeholders

USD 92,300.00 - 153,900.00 per year
Compensation:
Compensation includes a base salary in the range of $92,300.00 - $153,900.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.