Leader of Tech Ops - Site Reliability Engineering

Los Angeles, CA /
Operations /
Full Time
The team Bridg is looking for a process-driven and detail-oriented technical operations leader to lead a team responsible for ensuring the successful delivery of our SaaS Customer Data Platform (e.g.  client implementation) and on-going operations for some of the country’s largest brick and mortar brands. An experienced, seasoned and composed technical leader, the incumbent will be responsible for providing our clients an industry-leading experience as they engage with our products. You will represent Bridg and lead your team in a variety of client-facing interactions, including our initial mutual technical due diligence as part of the sales process, active engagement with their technologists while implementing incoming and outgoing data integrations, and addressing ad-hoc, urgent platform performance issues.

We're counting on your veteran experience, natural leadership, inherent curiosity, and tenacious will to resolve issues at their root. Meanwhile, your phenomenal skills in SQL, scripting, Excel, and troubleshooting applications running in AWS will be known throughout the land...or something like that.This is a 24/7 leadership role with a strong preference for candidates local to West Los Angeles.

Responsibilities
Lead a team focused on providing a stellar client platform operating experience 24/7. Serve as the primary contact for technical operations of our platform for client teams with an ability to interact effectively with C-level business contacts as well as technical subject matter experts on the client side.

Develop forward-thinking, proactive processes and automation tools that monitor platform performance and client experience, highlight anomalies for further investigation, and lead to rapid problem-solving. Develop reporting dashboards, custom instrumentation, and alerts to provide real-time system performance data and share that data.

Leverage your technical skills along with creative problem-solving to respond to a variety of ad-hoc client / internal data handling needs. Lead the ad-hoc, cross-functional teams needed to solve operating issues as they arise. 

Manage your team’s response to technical support inquiries from internal teams, clients, and partners and lead your team on client implementations (initial platform delivery) with an ability to handle multiple client implementations simultaneously with ease.

Complete analysis and present periodic reviews of operational performance and provide detailed reviews of service disruptions, metrics, detailed pre-implementation planning, and other services. Your team’s work-life balance and the platform’s success meeting client expectations will be directly related to your ability to proactively identify and resolve potential issues reliably and repeatedly.

Inspect and validate client data for internal system processing, develop methods to convert client data to appropriate formats as needed, investigate anomalies in data or data handling that prevent successful platform execution. 
About Bridg:
Bridg is a marketing software company that provides a CRM solution, email and SMS marketing, insights and analytics, mobile app and loyalty program development for restaurants and retailers. Powered by transaction data, Bridg builds unique 360º customer profiles to understand individualized behavior patterns, providing clients with deep data science used to create wide-reaching, effective personalized marketing campaigns that drive traffic and sales in a measurable way.

Our headquarters is located in West LA / Santa Monica, and we offer competitive salaries, great benefits, and a high-energy environment with lots of room for personal and professional growth.