Application Operations Lead (SaaS)

TL;DR

Application Operations Lead (SaaS): Managing end-to-end operational ownership of business-critical applications with an accent on reducing fragmented ownership and accelerating resolution times. Focus on diagnosing complex cross-platform failures, creating scalable support runbooks, and reducing operational drag.

Location: Must be based in the USA; Ability to work onsite at corporate or client offices as necessary

Company

Technology consulting partner that combines engineering and industry expertise to create dynamic platforms and intelligent digital experiences for leading brands.

What you will do

• Serve as the single point of operational accountability for assigned complex applications and workflows.
• Diagnose complex failures involving SaaS platforms, identity systems, and data pipelines.
• Create and evolve authoritative end-to-end support diagrams and triage runbooks.
• Act as Tier 2.5 / Tier 3 escalation lead for high-impact operational issues.
• Partner with engineering and product teams to identify recurring failure patterns and reduce systemic risk.
• Implement dashboards and workflow automation to reduce manual operational effort.

Requirements

• Strong experience supporting complex, integrated applications in production environments.
• Proven ability to troubleshoot issues spanning multiple systems, teams, and vendors.
• Deep understanding of application workflows, data movement, and identity/access concepts.
• Ability to lead and operate effectively without formal authority.
• Excellent documentation and communication skills.
• Ability to work onsite at corporate or client offices as necessary.

Nice to have

• Experience in healthcare, regulated, or compliance-sensitive environments.
• Experience with centralized operations or ECC models.
• Proven track record of building or maturing support operating models.

Culture & Benefits

• Comprehensive health coverage including Medical, Dental, and Vision.
• 401(k) Safe Harbor Retirement plan with employer match.
• Flexible Spending Accounts (Medical, Transit, and Dependent Care).
• Employer-paid Life Insurance and AD&D coverages.
• Inclusive and respectful environment where hiring is based on merit and skills.