Core Operations Lead

Company Description

Service Measure (SM) is a field data collection company founded in 2013 in New York.

We collect data where automation is not possible. We count features, take pictures, make videos, record speech, and scan areas for every detail you need to make more informed decisions. Our field data collection teams are spread across Europe and North America, ready to accept new challenges.

Role Overview

The Core Operations Lead ensures smooth 24/7 autonomous vehicle operations by managing shift schedules, maintaining SLA/KPI compliance, and leading performance reviews. This role oversees vendor relations, resolves operational issues, and delivers data-driven insights to improve efficiency, continuity, and team performance.

Key responsibilities

• Ensure seamless 24/7 AV operations with uninterrupted service.
• Implement and manage efficient shift schedules.
• Monitor SLA compliance and consistently meet KPIs.
• Conduct regular staff performance reviews.
• Develop and execute contingency plans for disruptions.
• Pre-plan and structure all operational activities with precision.
• Keep operational documentation and SOPs up to date.

Vendor Management

• Manage vendor relationships in line with program metrics and contracts.
• Hold vendors accountable through performance reviews and issue resolution.
• Build strong partnerships to enhance vendor performance and service quality.

Performance Management

• Evaluate staff capabilities through regular performance reviews.
• Provide mentoring and professional development opportunities.
• Address performance issues with corrective measures and support.
• Foster a positive, collaborative, and growth-focused work culture.

Reporting and Reviews

• Prepare and present weekly, monthly, and quarterly business reviews.
• Analyze operational data for trends and improvement opportunities.
• Deliver actionable performance reports to stakeholders.

Problem Solving

• Identify and resolve operational issues proactively.
• Develop innovative solutions to boost productivity and efficiency.
• Make sound decisions in high-pressure, fast-paced environments.

Qualifications

• Proven track record managing 24/7 operational environments.
• Strong understanding and application of SLAs and KPI-driven management.
• Demonstrated experience in vendor management and holding vendors accountable.
• Exceptional organizational, planning, and time-management skills.
• Adept at thriving under pressure with a proactive, solution-oriented mentality.
• Strong communication and interpersonal skills to engage effectively across teams.
• Expertise in performance management, including reviews, coaching, and corrective measures.
• Prior experience in the autonomous vehicle industry or a similar field.
• Ability to implement industry best practices and innovative approaches to operations.