• Serve as a real-time operational resource for the PAM team — monitoring call coverage, tracking task allocation, and recommending adjustments to keep the team operating efficiently • Pull ad hoc data to answer operational questions quickly and accurately, enabling the team to make fast, informed decisions • Monitor key operational metrics and flag emerging trends, bottlenecks, or anomalies before they become problems • Scope and document data and reporting requirements in partnership with the RevOps and data teams, ensuring the right information is accessible to Provider Operations • Identify patterns and opportunities in operational data through root cause analysis and trend identification • Contribute to a Voice of the Field and continuous improvement program that surfaces operational insights across the organization • Translate data findings into clear, actionable recommendations — communicating what the data means, not just what it shows • Partner cross-functionally to build a shared analytical understanding of where the biggest improvement opportunities exist • Support strategic projects with data scoping, analysis, and measurement input as needed • Assist with SOP development and maintenance, ensuring documentation is grounded in how operations actually run • Collaborate with the broader Operations team to embed data-informed thinking into day-to-day decisions and workflows.

• Partner with the VP, People & Culture and the Board's Compensation Committee to design and implement scalable, market-competitive executive and broad-based incentive structures appropriate to a maturing organization. • Partner with Finance on the design and market-competitiveness of the equity program - including grant guidelines, benchmarking grant levels against market, and the evaluation of future equity vehicles (e.g., an ESPP). • Own compensation benchmarking and market analysis, including Radford survey submissions and the maintenance of job architecture, salary structures, and pay bands. • Run the total rewards calendar end to end - merit and bonus planning, mid-year and year-end compensation cycles, and the compensation components of the performance process. • Serve as the subject-matter expert on pay equity, compensation philosophy, and total rewards communications to managers and employees. • Lead the evolution of Encoded's HR operations and service-delivery model, including assessing and, where appropriate, transitioning HR technology, payroll, and benefits delivery to support the company's scale. • Own the HR technology roadmap and serve as system owner for the HR tech stack, with a focus on integration across HRIS, payroll, benefits, and downstream systems. • Own vendor management for key People partnerships - benefits brokers, leave-of-absence providers, HRIS and payroll vendors, and compensation survey providers - including selection, contracting, and performance management. • Oversee the annual operational compliance cycle, including 401(k) plan audit, ACA reporting, Section 125 / FSA non-discrimination testing, and EEO-1 reporting. • In partnership with Finance, build and maintain internal controls and data integrity over HR and payroll data that meet the standards of a maturing, audit-ready organization, and ensure data integrity through audit cycles. • Develop and maintain readiness for evolving compensation, governance, and disclosure requirements; coordinate the external advisors (compensation consultants, counsel) and Finance partners who support these needs.

Role Description ¡Se parte del principal partner de AWS en Latinoamérica y ayuda a las empresas más grandes e innovadoras a acelerar su viaje a la nube! ☁️ Somos un grupo de profesionales talentosos y apasionados en tecnologías en la nube, enfocados en el cliente y con capacidad de afrontar cualquier desafío. ¡Queremos que seas parte de nuestro crecimiento! Buscamos una persona dinámica, innovadora y con muchas ideas para unirse a nuestro equipo como Cloud Operations Manager, que sea apasionado/a y con experiencia para liderar la entrega de nuestros servicios gestionados en la nube. Serás el pilar fundamental para garantizar la excelencia operativa en nuestro cliente, la satisfacción del cliente y la mejora continua de nuestros servicios, actuando como el principal punto de contacto y líder para nuestro equipo técnico y nuestros clientes. Tu misión será asegurar que cumplimos y superamos nuestras promesas, gobernando los procesos de ITIL y fomentando una cultura de proactividad. - Garantizar y supervisar proactivamente el cumplimiento de los Acuerdos de Nivel de Servicio (SLAs), asegurando la máxima calidad y disponibilidad para nuestros clientes. - Liderar las revisiones de servicio con clientes en todos los niveles (estratégicas, tácticas y operativas), preparando y presentando informes de rendimiento y discutiendo planes de mejora. - Gestionar y asegurar que el equipo de operaciones atienda eficientemente las incidencias, requerimientos, consultas y problemas dentro de los tiempos establecidos. - Gobernar la gestión documental del servicio, manteniendo actualizada y accesible toda la información relevante (procedimientos, topologías, etc.). - Actuar como punto central de contacto (SPOC) para el cliente en todo lo relacionado con el servicio, y liderar la supervisión y comunicación durante incidentes críticos, problemas complejos y cambios importantes. - Liderar la mejora continua del servicio, coordinando la comunicación proactiva con el cliente, trasladando sus necesidades al equipo de especialistas y asegurando la implementación de mejoras. - Realizar análisis de tendencias sobre los datos operativos para identificar patrones, anticipar problemas y proponer mejoras estratégicas que aporten valor al cliente. - Gestionar los escalamientos necesarios con equipos internos o proveedores y colaborar activamente en la preparación del roadmap de evolución del servicio. - Creación de oportunidades en la cuenta a liderar. Qualifications - Experiencia: Mínimo de 3-5 años de experiencia en Gestión de Operaciones de TI, Service Delivery Management, o un rol similar, preferiblemente en un entorno de Servicios Gestionados (MSP). - Conocimientos de ITIL: Sólida comprensión de los marcos de trabajo de gestión de servicios (ITIL), especialmente en Gestión de Incidentes, Problemas, Cambios y Requerimientos. - Conocimientos Cloud: Conocimientos fundamentales de los conceptos de la nube (IaaS, PaaS, SaaS) y experiencia trabajando con al menos una de las principales plataformas, con un enfoque especial en AWS. - Liderazgo: Capacidad demostrada para liderar equipos técnicos y asegurar el cumplimiento de objetivos operativos. - Comunicación: Excelentes habilidades de comunicación verbal y escrita, con capacidad para interactuar eficazmente tanto con perfiles técnicos como con directivos de cliente. - Capacidad Analítica: Habilidad para analizar datos, identificar tendencias y tomar decisiones informadas. - Disponibilidad: El rol se desempeña principalmente en horario de oficina, con la flexibilidad necesaria para gestionar incidentes críticos fuera de este horario si fuera necesario. Requirements - Certificación AWS Cloud Practitioner o superior (ej. AWS Solutions Architect - Associate) - deseable no excluyente. - Experiencia previa trabajando con herramientas de ITSM como Jira Service Management, ServiceNow u otro - deseable no excluyente. - Conocimiento de metodologías Agile o DevOps - deseable no excluyente. - Certificación de ITIL - deseable no excluyente. Benefits - Esquema 100% remoto y flexible para trabajar desde cualquier lugar del mundo. - Certificaciones AWS 100% cubiertas y acompañamiento para escalar tus habilidades en la nube. - 15 días hábiles al año para recargar energía y seguir escalando. - Día libre de cumpleaños. - Obsequios especiales para celebrar los momentos más importantes de tu vida. - Licencia por nacimiento extendida. - Días libres según el calendario de feriados nacionales del país donde resides.

Role Description Encoded is seeking a Director, Total Rewards & Operations. This is a build role at a pivotal stage of company growth. As Encoded scales, the People function must mature its compensation and equity programs, modernize its HR systems and operations, and establish the robust data integrity and compliance frameworks required of an expanding, multi-site organization. The Director, Total Rewards & Operations will own that build. This is not a maintain-the-status-quo seat. The right person is a total rewards practitioner with real compensation design depth who also has the operational instinct to architect systems, lead vendor relationships and transitions, and stand up scalable controls and compliance rigor. They will be a key partner to Finance, Legal, and the People & Culture leadership team, and a credible counterpart to our external compensation consultants, brokers, and auditors. The defining feature of this role is build and scale - evolving Encoded's compensation, equity, and HR-operations infrastructure, including its HR technology and service-delivery model, to support the company's growth and increasing organizational maturity. Qualifications - Bachelor’s degree in Finance, Business, Economics, or HR with 12+ years of progressive total rewards experience, including hands-on compensation design OR a Master’s degree/MBA with 8–10 years of experience featuring strategic program ownership, executive compensation design, and direct board governance exposure. - Demonstrated depth in compensation benchmarking and structure design; fluency with Radford or comparable survey methodology. - Experience owning or leading an HRIS / HR technology implementation or major systems transition. - Strong operational rigor - comfort owning compliance cycles, audits, and the controls and documentation a maturing, audit-ready organization requires. - Proven vendor and project management ability; able to lead a complex, cross-functional transition end to end. - A builder's orientation: comfortable with ambiguity and energized by standing up infrastructure where little exists. Requirements - For candidates based in the SFBA area, the salary range for this position is: $220,000 to $240,000. - For candidates based outside the SFBA area, the salary range is $200,000 to $220,000. - Encoded considers a variety of factors when determining base compensation, including experience, qualifications, internal equity and geographic location. - This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives, paid time off, and a benefits package. Benefits - Comprehensive benefits package, including competitive employer premium contributions - Meaningful stock option grants - PTO, sick time and holiday pay - Generous Parental Leave program - Pre-tax medical and dependent care programs - STD, LTD, Life and AD&D - Professional development opportunities - Team-building events - Fully stocked micro-kitchen - Fitness center at South San Francisco location