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For more information about our services please visit clearcaptions.com.

Position Summary:

The Manager, Technology Operations & Reliability -ClearWellnesswill play a key role in ensuring the stability, scalability, and effectiveness of internal and external-facing technology systems. This role is responsible for managing DevOps practices in an AWS environment, serving as an escalation point for endpoint-related customer support issues, and overseeing the performance and relationships of third-party technology vendors. The role also supports the availability and optimization of critical business applications and collaborates closely with program and release leadership to deliver successful project and product launches.

This is a Remote position reporting to the Director of Technology Operations.

What You Will Do:

• Manage day-to-day operations for DevOps processes supporting ClearWellness services hosted in AWS.
• Ensure infrastructure and application environments are monitored and maintained to meet SLAs.
• Manage DevOps engineers to implement infrastructure as code (IaC), improve deployment reliability, and support continuous delivery pipelines.
• Proactively identify and resolve technical issues affecting service availability or performance.
• Serve as the technical escalation point for critical customer endpoint-related issues, coordinating resolution efforts with internal support teams and third-party vendors.
• Develop and maintain runbooks, escalation protocols, and documentation for endpoint troubleshooting.
• Own the health and performance of key business applications critical to ClearWellness operations (e.g., CRM, scheduling, communication platforms).
• Monitor application uptime and user experience to ensure business continuity and efficiency.
• Manage vendor relationships for third-party solutions,handle onboarding, SLAs, support escalation, and ongoing evaluation.
• Partner with the Strategic Program Director and Release Manager to ensure successful deployments and coordination of release schedules across environments.
• Align operational capabilities with evolving product and business priorities.
• Collaborate with security, product, and compliance stakeholders to support audits, risk assessments, and security best practices.
• Take an active talent management approach toonboard, mentor and inspire a diverse, highly engaged, and skilled team. Continually upgrade talent through timely talent management, development, succession planning and recruitment.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 3+ years of experience in IT operations or technical support, preferably with team or project leadership responsibilities.
• Proven experience supporting AWS environments and DevOps workflows (e.g., CI/CD, IaCtools like Terraform or CloudFormation).
• Familiarity with monitoring/observability tools such as Datadog, CloudWatch, or New Relic.
• Strong troubleshooting skills for cloud services, networking, Linux/Windows systems, and user endpoints.
• Experience managing SaaS and third-party vendor relationships.
• Excellent communication and collaboration skills; able to coordinate across departments and levels of the organization.
• Ability to manage competing priorities in a fast-paced, service-oriented environment.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills. Ability to influence others.
• Excellent verbal and written communication skills,presentation,and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create high-quality results-driven,team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 10%); will include some overnight travel.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands:

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (95-100%)

Work Environment:

100% Remote: Work environment is at home.