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Sr. Manager, Operations

Remote

About Carrot:

Carrot Fertility is the leading global fertility, family-building, and lifelong hormonal healthcare platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

The Role: 

The Carrot Operations team is seeking a seasoned professional to lead the administration and strategic oversight of business-critical systems and automation tools supporting the operational functions across Carrot. As the Sr. Manager, Operations you will play a pivotal role in overseeing the strategy, implementation, seamless integration, optimization, and adoption of these tools across the organization. This role delivers a challenging and exciting combination of individual contributor and managerial responsibilities, supporting associate and manager-level employees, ensuring alignment with organizational goals, and fostering professional growth.

Key responsibilities include:

 

Strategic Oversight and Administration:

  • Establish a framework and architecture that unifies Carrot’s operational data, provides transparency into performance and other key insights, and ensures scalability to support customer growth and service complexity.
  • Lead the overarching strategy for the implementation of new workflows and tools, ensuring alignment with organizational objectives.
  • Oversee the configuration and governance of key systems (including but not limited to Airtable, Jira Software, Jira Service Management, and Confluence), ensuring consistency, scalability, and adherence to best practices.
  • Provide high-level support for complex configurations, workflows, and integrations, acting as an escalation point for the Operations Associate.

Team Leadership and Mentorship:

  • Directly manage associate-level employees, setting clear goals, providing guidance, and conducting performance reviews.
  • Foster a culture of collaboration, innovation, and continuous learning within the Operations team.
  • Serve as a key advisor to leadership, providing updates on progress, challenges, and opportunities related to Jira and Confluence.

Customization and Automation:

  • Design and oversee the implementation of advanced workflows, custom fields, and automation rules to optimize processes across departments.
  • Evaluate and implement third-party tools and integrations (e.g., Zapier, Airtable) to extend the functionality of Jira and Confluence.

Data-Driven Insights and Reporting:

  • Develop and maintain organization-wide reporting frameworks, including advanced roadmaps, dashboards, and KPIs, to provide actionable insights for leadership.
  • Drive initiatives to enhance data accuracy and visibility, empowering teams with reliable information for decision-making.

Process Optimization and Standardization:

  • Collaborate with cross-functional leaders to identify pain points and inefficiencies with Jira, driving process improvement initiatives.
  • Champion the adoption of standardized Jira and Confluence workflows and practices, ensuring consistency across teams and departments.

Training and Enablement:

  • Oversee the documentation generated by your team for use by Carrot’s enablement teams as instructional materials. 
  • Act as a resource for department leaders, ensuring teams are equipped to leverage the software and tools implemented by the Operations team effectively.

Governance and Best Practices:

  • Establish and enforce governance policies for Jira and Confluence usage, including user permissions, data hygiene, and project configurations.
  • Ensure documentation of processes, guidelines, and solutions is up-to-date and easily accessible within Confluence.

Innovation and Solution Delivery:

  • Partner with internal stakeholders to define requirements and deliver innovative solutions to support evolving business needs.
  • Lead pilot programs and phased rollouts of new tools, workflows, and configurations.

Subject Matter Expertise:

  • Serve as the organization’s go-to expert on the tools we rely on, staying current with new feature updates and industry trends.
  • Provide thought leadership on the adoption of new features, tools, and methodologies to maximize the value of the Atlassian suite.

 

The Team: 

The Carrot Operations team exists to drive efficiency and position our Customer-facing, Member-facing, and broader Operations teams to provide best-in-class service to their constituents. We support these teams to achieve established team-level KPIs, by:

  • Managing the critical systems and tools these teams rely on to excel at their jobs - from procurement, business relationship management, setup, to ongoing configuration and maintenance
  • Driving cross-functional collaboration - within and outside of the Operations department - to support business-critical processes and tools
  • Providing governance and centralized management of key business functions
  • Executing on key initiatives that drive operational efficiency across all teams within the Operations department, and enabling the organization as a whole to scale in a fiscally responsible fashion





Minimum Qualifications:

  • Bachelor’s degree in a relevant field such as Information Technology, Business Administration, or a related discipline.
  • 5-7 years of experience managing and administering Atlassian Jira and Confluence, with demonstrated expertise in strategic planning and execution.
  • Proven experience leading cross-functional initiatives involving process improvement and workflow optimization.
  • Previous experience managing and mentoring team members.
  • Deep understanding of Jira and Confluence setup, customization, automation, and governance.
  • Advanced proficiency in reporting, including Advanced Roadmaps, dashboards, and KPI tracking.
  • Strong project management and organizational skills.
  • Exceptional leadership and communication skills, with the ability to influence and collaborate across all levels of the organization.
  • Adept at managing competing priorities and driving consensus among stakeholders.

Preferred Qualifications:

  • Experience working within an OKR framework.
  • Exposure to high-growth or dynamic work environments.
  • Familiarity with additional Atlassian tools, such as Trello, Bitbucket, or Opsgenie.
  • Strong analytical and problem-solving skills, with a focus on continuous improvement.



Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $151,000-$165,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

 

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com. 

 

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