• Lead end-to-end program management of key strategic initiatives across the CCO's Customer Excellence remit • Develop and maintain comprehensive initiative tracking frameworks, dashboards, and status reporting • Proactively identify risks, dependencies, and blockers; escalate and resolve with appropriate urgency • Ensure consistent governance standards, milestone tracking, and delivery cadence across all CE programs • Build and maintain strong relationships with key stakeholders across CE, Sales, Product, Finance, and Operations • Facilitate cross-functional alignment sessions, steering committee meetings, and executive briefings • Translate complex program status and insights into clear, compelling communications for senior leadership • Act as a trusted liaison between the Head of Transformation & Business Operations and CE team leads • Partner with the Sr. Director, Customer Excellence Transformation & Operations to define and maintain a prioritized CE initiative portfolio • Develop and apply prioritization frameworks that align with CCO strategic objectives and business impact • Monitor and direct resource allocation and capacity across the CE portfolio to optimize execution • Drive quarterly and annual planning cycles to ensure the portfolio remains aligned with evolving priorities • Establish and continuously improve PMO standards, tools, and processes across the CE organization • Define and implement best-practice project management methodologies tailored to CE's operating model • Identify opportunities to streamline workflows, eliminate duplication, and improve cross-team coordination • Support the development of a performance-driven culture through clear OKRs, KPIs, and accountability structures

Role Description Retool’s Service Delivery Managers own execution and delivery for a portfolio of high-impact Professional Services engagements. This is a hands-on, embedded delivery role. You will operate as the day-to-day delivery owner - bringing structure, accountability, and clarity across Retool teams, certified partners, and customers. This role is ideal for a service delivery professional who is comfortable operating autonomously and prefers deep ownership over a limited set of complex projects. - Own end-to-end delivery for a portfolio of high-impact Professional Services engagements - Maintain a deep understanding of project goals, technical context, and customer environment - Establish and maintain delivery structure: milestones, ownership, dependencies, and timelines - Build and maintain project plans with clear ownership, dependencies, and delivery milestones - Monitor project financial health, including scope, utilization, burn rate, and budget consumption; proactively identify expansion or change-order needs - Act as Retool’s delivery owner for partner-led engagements, holding partners accountable through governance - Partner closely with Solutions Architects to set the pace and manage scope - Lead customer communication with confidence: set expectations, run weekly syncs, and deliver weekly updates - Surface delivery, technical, or partner risks early and escalate with clear mitigation paths - Drive a clean project closeout and stakeholder handoff with minimal oversight Qualifications - 5+ years of experience in project, program, or service delivery management within SaaS, Professional Services, consulting, or agency environments - Proven ability to own complex, customer-facing delivery independently, from kickoff through closeout - Ability to engage credibly in technical delivery discussions, even without being hands-on in implementation - Experience managing multiple concurrent projects with senior stakeholders and competing priorities - Strong judgment in scope control, risk identification, and escalation - Demonstrated ability to hold external partners or vendors accountable through structured governance - Exceptional written and verbal communication skills, including executive-ready status reporting - Comfort operating in ambiguous, fast-moving environments where structure must often be created - Strong prioritization and time management across multiple concurrent engagements - (Nice to have) Experience with PSA tools (Rocketlane), enterprise SaaS implementations

• Provide coordination of planning for contractors and craft activities on a utility scale solar site • Develop and enhance relationships by providing superior service • Collaboratively develop site-specific inspections and test reports • Ensure all records required from the Quality Management system are controlled and maintained • Review mechanical job specifications, drawings, and submittals • Make daily inspections of work in progress • Witness mechanical benchmarks • Observe workers using tooling • Recommend revisions to methods of operation • Assist in resolving mechanical discrepancies • Communicate nonconformance and resolution activities • Oversee solar site land development activities • Manage subcontractors to ensure compliance with permit documents and project requirements

Role Description We're looking for an Operations Manager to run the day-to-day operations of a growing home services company specializing in garage door installation and repair. You will be the owner's second-in-command, managing technician schedules, handling customer communications, preparing estimates, processing payments, and keeping the business running smoothly from end to end. This is a high-responsibility, customer-facing role. You will be the first voice many customers hear, the person coordinating field technicians in real time, and the one making sure every job is scheduled, followed up on, and closed out correctly. If you are organized, outgoing, genuinely great with people, and comfortable owning operations without being micromanaged, this role is a strong fit. Qualifications - Excellent spoken and written English communication skills with a warm, professional, and confident phone presence - Experience in dispatching, scheduling, or operations management in a service-based business - Home services industry experience in garage doors, HVAC, plumbing, electrical, or similar trades is strongly preferred - Proficiency with CRM platforms; Jobber experience is a strong plus - Strong organizational skills with the ability to manage multiple priorities and real-time schedule changes simultaneously - Comfortable speaking with customers, handling objections, and following up on sales opportunities - Proactive, dependable, and self-directed with the ability to own operations without constant oversight - Genuine interpersonal skills with the ability to build trust quickly with both customers and field technicians Requirements - Scheduling and Dispatch - Schedule customer appointments and dispatch technicians based on location, availability, and job type - Manage daily technician schedules and adjust in real time as jobs are completed, delayed, or added - Coordinate with field technicians throughout the day to ensure jobs are running on time and customers are informed - Customer Communication - Answer inbound customer calls and serve as backup support during high call volume periods - Communicate professionally and warmly with customers from first contact through job completion - Resolve customer issues, complaints, and follow-up requests with a solutions-first approach - Sales and Estimates - Prepare estimates and quotes based on job requirements and pricing guidelines - Follow up on open sales opportunities and convert inquiries into booked appointments - Support the owner in closing jobs and maintaining a healthy conversion rate on inbound leads - Invoicing and Payments - Create invoices and process customer payments accurately and on time - Maintain clean financial records and flag discrepancies or outstanding balances - CRM and Administrative Management - Maintain accurate and up-to-date customer records in Jobber or a similar CRM - Keep job notes, schedules, and customer history organized and accessible - Assist with general administrative and operational tasks as the business grows Benefits - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - This role requires availability during US business hours - Operate as the owner's right hand with direct influence over how the business runs day to day - Join a growing home services company with a strong local reputation and a clear path to scale How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) introducing yourself, describing your experience in operations or dispatching, and giving an example of how you handled a scheduling conflict or customer issue under pressure Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.