Operations Manager, DSP DFI

Are you passionate about leveraging data, technology, and automation to solve complex operational challenges? Do you thrive in fast-paced, dynamic environments where you can turn ambiguous problems into scalable solutions? Are you looking for a high-impact, high-visibility role where you can shape operational strategy and drive meaningful business results?

We are looking for a motivated, analytical, and results-oriented self-starter to join the Delivery Feedback and Insights (DFI) Performance team as an Operations Manager!

In this role, you will own strategic initiatives that improve operational efficiency, quality, and scalability across our North America operations. You will develop and execute a long-term automation strategy, leveraging AI and self-service development tools to eliminate manual processes, streamline workflows, and build scalable solutions. You will also drive operational performance through data-driven insights, identifying systemic gaps and partnering with cross-functional stakeholders to implement sustainable improvements.

The ideal candidate combines strategic thinking with hands-on execution, demonstrating strong analytical capabilities, technical curiosity, and the ability to navigate ambiguity. You will balance competing priorities, influence stakeholders across teams, and translate complex operational challenges into actionable solutions. As a people leader, you will also manage a team of specialists, establish scalable coaching mechanisms, and serve as a key escalation point for the broader Operations organization.

Key job responsibilities

Automation Strategy & Execution: Develop and own a three-year automation roadmap, leveraging AI and self-service tools to independently design, build, and deploy scalable solutions that improve efficiency and reduce manual effort.

Operational Strategy & Program Management: Lead complex initiatives, prioritize competing demands, evaluate trade-offs, and deliver measurable business outcomes through data-driven decision-making.

Performance Management & Analytics: Track and report key operational metrics, analyze complex datasets to identify root causes and performance gaps, and drive strategic initiatives to improve quality and productivity.

Cross-Functional Collaboration: Partner with stakeholders across Operations, Product, and Technology to simplify processes, resolve systemic issues, and implement scalable improvements.

Leadership Communication: Deliver clear, concise written and verbal updates to leadership and stakeholders on program performance, strategic recommendations, risks, and key decisions.

Operational Leadership: Serve as a primary escalation point for Operations Managers, providing guidance on complex issues, prioritization, and operational improvements.

People Management & Development: Lead a team of specialists, driving performance, engagement, and development. Establish scalable coaching and mentorship mechanisms across the broader Operations organization.

Continuous Improvement: Standardize best practices, eliminate inefficiencies, and develop sustainable mechanisms that improve operational consistency, accountability, and scalability.

About the team

The Delivery Feedback and Insights (DFI) team, part of the broader Delivery Service Partner (DSP) organization, maintains the end-to-end pipeline of Delivery Associate (DA) feedback, ingesting ~1.2M cases annually (globally). DFI investigates and issues infractions based on global standards and regional requirements, and the team's goal is to achieve zero delivery complaints and industry-leading delivery standards across all geographies where the DSP Program operates. To achieve that, DFI employs rigorous case management standards to produce delivery insights, equip DSPs with data-driven tooling to improve DA performance, and collect closed-loop feedback to enhance detection capabilities