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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing technical operations and tooling delivery teams, with a strong focus on incident response, vendor management, and system configuration. Proven ability to enhance processes and documentation while ensuring security compliance and effective communication across teams.
Highest-signal resume keywords
Technical Operations ManagementVendor ManagementIncident ResponseSystem ConfigurationTooling Delivery
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
APIsIntegrationsChange ManagementRelease TestingSecurity ComplianceTooling ConfigurationAutomationOperational Impact AssessmentWorkflow ManagementDocumentation
Soft Skills
Coaching MindsetClear CommunicationProblem-SolvingTeam CollaborationOwnership Assignment
Tools & Technologies
ZendeskAssembledSierraGuruRippit
Industry Keywords
Technical Specialists TeamOperational EffectsIncident TrendsBackup CoverageStakeholder Communication
About the role
Key responsibilities & impact- Lead, coach, and develop the technical specialists team
- Set priorities, review technical work, and build backup coverage across critical tools and processes
- Manage technology vendor operating rhythms and contract renewals
- Oversee tooling configuration, workflows, automations, permissions, implementations, and integrations from technical design through testing, rollout, documentation, and post-launch support
- Lead tooling response to incidents and outages; establish escalation paths, workarounds, recovery procedures, and follow-up actions
- Triage requests and bugs, assess operational impact and capacity, and provide stakeholders with commitments and status updates
- Oversee provisioning workflows and audit evidence for supported tools to maintain security compliance
- Collaborate with Support, Enforcement, Product, Engineering, Automation, Enablement, and vendors to identify dependencies, test cross-system changes, and resolve recurring agent friction
- Use incident trends, access performance, change defects, and agent feedback to prioritize preventive fixes, automation, and documentation
- Report to the Director, Outsourced Technology and Tooling
Requirements
What you’ll need- Experience managing and developing a technical operations, platform administration, or tooling delivery team
- Strong working knowledge of complex agent-facing platforms such as Zendesk and connected workforce, knowledge, or quality tools, including Assembled, Sierra, Guru, and Rippit
- Proven experience in software vendor management and contract negotiations
- Sound technical judgment about system configuration, APIs and integrations, access controls, and operational effects of changes across connected tools
- Experience with incident response, release testing, change management, and business continuity for tools used in live operations
- Ability to balance urgent support, planned delivery, control requirements, and longer-term reliability
- Clear communication with vendor, technical, and operational partners; ability to assign ownership and drive resolution across team boundaries
- Coaching mindset and ability to turn recurring issues into stronger processes, documentation, and team capability
- Ability to travel up to 20% of the time to Outsourced Partner Sites Internationally
Benefits
Comp & perks- Equity package
- Annual performance bonus
- Competitive benefits supporting employees and their families
- Visa sponsorship may be available for certain roles and skills
- Partially remote work arrangement
- Occasional travel to the Brooklyn office for remote candidates outside commutable distance