• Build and scale Toast's Process Engineering & Continuous Improvement program • Lead end-to-end process redesign across the customer lifecycle • Uncover and permanently resolve systemic issues • Leverage AI and automation to scale operations • Identify and eliminate operational waste • Define and own enterprise-wide process KPIs • Establish governance and accountability frameworks • Embed a culture of continuous improvement across the organization • Lead and develop a high-performing team

Role Description As a Sr. Manager, IT Operations, you will lead enterprise ITSM, DevOps tooling, and service reliability initiatives, overseeing operational platforms and practices across infrastructure and application teams. You will drive modernization and automation efforts, improve reliability at scale, and help build the foundation for a future SRE model. - Lead and develop teams across ITSM operations and DevOps tooling capabilities - Set operational priorities, service standards, and drive continuous improvement - Foster cross-functional collaboration across infrastructure, cloud, engineering, and security teams - Oversee ITSM processes (Incident, Problem, Change, Release, CMDB) and ensure governance and audit readiness - Modernize ITSM through automation, workflow optimization, and platform enhancements - Lead DevOps tooling strategy, including CI/CD, automation frameworks, and platform standardization - Partner with engineering teams to improve deployment automation and operational efficiency - Establish reliability practices (monitoring, observability, alerting, incident response) - Drive reduction of operational toil through automation and process improvement - Define and track service reliability metrics and operational targets - Mentor and grow team members while promoting a culture of accountability and excellence - Support and implement a roadmap toward SRE and modern reliability engineering practices Qualifications - High School Diploma is required, plus a Bachelor's degree or equivalent work experience - 9–12+ years of relevant experience in IT operations, ITSM, DevOps, or related fields - Proven leader with experience managing IT operations, ITSM, or DevOps teams - Strong understanding of ITSM frameworks (e.g., Incident, Change, Problem Management) - Hands-on knowledge of DevOps practices, CI/CD pipelines, and operational tooling - Experience driving automation and improving operational efficiency at scale - Familiarity with cloud platforms, infrastructure, and modern application environments - Deep understanding of service reliability, observability, and incident management practices - Strategic problem solver with the ability to modernize operations and implement guidelines - Skilled at building cross-functional partnerships and influencing partners - Strong problem-solving and decision-making capabilities in complex environments - Effective communicator with the ability to translate technical concepts for diverse audiences - Passion for continuous improvement and building a culture of accountability and excellence - Some minimal annual travel may be required (for people manager roles only) Benefits - Flexible full-time or hybrid telecommuting arrangements - Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6% - Paid time away including vacation and sick time, flex days and ten paid holidays - Give back to your community and double your impact through our company matching Company Description Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we're guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they're buying, and we design products--and operate our company--to stand the test of time. We're committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

• Own complete revenue accountability for the AdOps function, including delivery against quarterly and annual revenue targets with a clear mandate for quarter-on-quarter growth • Proactively identify and surface upsell, cross-sell, and incremental revenue opportunities from campaign performance data, inventory availability, and client engagement patterns • Partner with Sales and Customer Success to build a structured pipeline of incremental asks—packaging underutilized inventory, high-performing placements, and audience extensions into actionable upsell recommendations • Track and report on revenue delivery, at-risk campaigns, and growth opportunities as part of regular leadership and ELT reporting cadences • Develop a commercial instinct within the AdOps team—ensuring every campaign manager understands the revenue impact of their delivery decisions, not just the operational mechanics • Maintain a clear-eyed view of operational costs, gross margins, and cost-per-delivery across all campaign types and channels • Continuously evaluate the vendor and ad tech stack for cost efficiency—actively seeking cheaper but equally effective alternatives for ad serving, verification, data, and programmatic partners • Negotiate vendor contracts and renewals with a margin-first mindset, benchmarking costs against industry standards and internal ROI thresholds • Build and maintain a cost-of-delivery model that gives leadership visibility into margin trends, cost drivers, and optimization opportunities • Manage budgets and expenses related to ad operations, working with Finance to ensure accurate forecasting and reporting • Take ownership of training the Sales team to effectively position, pitch, and sell Display advertising products in the market—ensuring sellers understand inventory, targeting capabilities, performance benchmarks, and competitive differentiation • Develop and maintain sales enablement materials including product one-pagers, objection-handling guides, case studies, and packaging recommendations for Display products • Conduct regular training sessions and refreshers for Sales on new ad formats, inventory updates, campaign best practices, and market trends • Act as the operational subject matter expert on client and prospect calls when Sales needs support articulating delivery capabilities, SLAs, or technical feasibility • Oversee the end-to-end execution of digital advertising campaigns, including creative trafficking, targeting, pacing, troubleshooting, and performance reporting across display, native, newsletter, and programmatic channels • Manage and prioritize ad trafficking workload across the team, ensuring campaigns are set up accurately and delivered on schedule • Monitor campaign delivery and performance, providing timely updates and actionable recommendations to Sales, Customer Success, and client-facing teams • Optimize campaigns to ensure delivery against contracted KPIs (impressions, CTR, viewability, engagement) and maximize ROI for clients • Own and enforce end-to-end QA standards across the campaign lifecycle—from creative intake and trafficking setup through delivery, reporting, and close-out—ensuring zero defect handoffs to clients and internal stakeholders • Define and maintain a structured QA checklist and pre-launch verification process for all campaign types, including display, newsletter, sponsored content, and programmatic placements • Establish and manage a formal escalation framework with clearly defined severity tiers, response SLAs, and escalation paths for campaign delivery failures, creative discrepancies, pacing issues, and client-impacting incidents • Lead root-cause analysis (RCA) for all material delivery failures and quality incidents, documenting findings, corrective actions, and systemic fixes to prevent recurrence • Track and report on operational error rates, QA pass/fail metrics, and escalation volume as part of regular team performance reviews and leadership reporting • Drive a measurable reduction in operational error rates quarter-over-quarter by identifying patterns, implementing process safeguards, and building automated validation where feasible • Serve as the senior escalation point for high-priority campaign issues, coordinating cross-functional response across AdOps, Sales, Customer Success, Product, and Engineering as needed • Ensure post-incident learnings are codified into SOPs and QA documentation, closing the loop between issue resolution and process improvement • Maximize ad inventory utilization across Spiceworks.com properties, tracking sell through rates, monitoring availability, and communicating performance expectations with Sales and Finance stakeholders • Partner with Yield and Programmatic teams to monitor and optimize inventory usage, especially during periods of high direct sell-through or competing demand • Collaborate with Product and Engineering to identify and develop new ad surfaces, placements, and formats that increase monetizable inventory • Develop and implement processes to streamline ad operations workflows, increase efficiency, reduce errors, and improve campaign turnaround times • Actively explore and deploy AI and automation tools to optimize campaign setup, pacing, targeting, reporting, and anomaly detection—replacing manual, repetitive work with scalable, intelligent workflows • Champion a proactive operational posture: build early-warning systems for pacing issues, delivery risks, and inventory shortfalls rather than waiting for problems to surface • Build and maintain ad operations documentation, SOPs, and runbooks to ensure consistency and institutional knowledge • Lead month-end actualization processes and submit monthly delivery revenue to Finance • Work with internal and external auditors to ensure ad serving workflows meet SOX compliance requirements • Partner with Sales and Customer Success to translate campaign performance into renewal narratives and upsell opportunities • Collaborate with the Data & Analytics team to leverage first-party audience data, intent signals, and Catalyst insights for campaign targeting and optimization • Work with Product and Engineering teams to improve ad products, user experience, and reporting capabilities • Coordinate with the Newsletter and Webinar operations teams to ensure cross-channel campaign alignment and consistent delivery standards • Manage relationships with ad tech vendors, SSPs, DSPs, verification providers, and other technology partners • Evaluate and recommend new tools, platforms, and technologies to keep the ad operations stack current and competitive • Stay up-to-date with emerging trends in B2B digital advertising, programmatic, privacy regulations, and ad tech evolution • Lead, mentor, and develop a team of ad operations professionals, providing guidance, feedback, and growth opportunities • Foster a culture of continuous learning—be personally willing and available to train team members across AdOps, Sales, and adjacent functions on tools, processes, products, and industry trends • Set clear team goals and performance expectations aligned with organizational OKRs • Foster a culture of accountability, continuous improvement, and operational rigor.

Role Description The Payer Enrollment Lead owns the end-to-end process of getting providers enrolled with insurance payers so that our partners can bill for patient visits as quickly as possible. You'll manage high-volume enrollment production across multiple payers while coordinating across credentialing, payer contracting, revenue cycle, and partner operations teams. This role requires both execution speed and cross-functional judgment. This role is for a strong communicator who delivers crisp, timely updates to internal stakeholders and, when needed, external partners. You should be comfortable translating payer feedback into concrete next steps, proactively flagging risks and blockers, and closing loops with payer reps and partners until each file is resolved. Responsibilities: - Payer enrollment execution. - Submit enrollments, run disciplined follow-ups and escalations, unblock stalled files, and keep enrollment records (status/next action/follow-up/notes) accurate and current adhering to SOPs. - Coordination internally across credentialing, contracting, and partner operations. - Work effectively across teams to solve problems quickly, streamline handoffs, and build repeatable processes that improve enrollment speed and quality. - Support partner communication. - Assist with partner/provider escalations by helping unblock complex issues, drafting crisp updates, and coordinating internal and external stakeholders as needed. - Develop and own payer playbooks. - Document and codify payer-specific knowledge — submission workflows, follow-up cadences, escalation paths, portal quirks, key contacts — into reusable playbooks the team can operate from. - Lead a team of junior team members. - Manage daily workflow and capacity, coach and QA work, handle escalations, and run performance management to hit SLA targets and improve SOP adherence. Qualifications - 2–5+ years of payer enrollment experience in a high-volume, fast-paced environment (digital health, MSO, or healthcare operations), including payer submissions, follow-ups, and escalations. - Hands-on experience submitting enrollments and driving them through to payer approval via payer portals, rosters, and/or manual applications, plus post-enrollment maintenance (demographic and location updates, payer loading issues). Strong working knowledge of CAQH management, NPI, and NPPES highly preferred. - Exceptional written and verbal communication skills and comfortable (and confident) coordinating across internal and external stakeholders, translating complex enrollment issues into clear updates, next steps, and expectations. - Detail-oriented with strong organizational skills and able to manage a large queue of enrollments across multiple payers and partners without dropping balls. - Proficiency in startup tech stack (Google Workspace, Notion, Slack, etc…). Experience with Salesforce or similar CRM/credentialing platforms (Verifiable, Medallion, or similar) preferred. - Experience with digital process optimization is a plus. Benefits - Competitive salary - Flexible work environment (remote-friendly). - Health, dental, and vision insurance. - Opportunities for rapid growth and leadership. - The chance to make a meaningful impact in a high-growth startup.