Manager, Technical Operations

Who we are

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time.

Who you are

Metropolis is seeking an experienced Manager, Technical Operations to lead a dual-function team within our Technical Operations Deployment unit. You will oversee two critical workflows: resolving payment disputes to protect company revenue, and ensuring data accuracy for our data annotation efforts. This is a high-impact role requiring 6+ years of experience managing high-performance teams across rotational shifts. You will act as the bridge between financial and technical operations, ensuring our automated systems are accurate and our manual dispute processes are efficient.

What you'll do

• Manage, mentor, and support the technical operation teams, fostering a culture of high accuracy, operational efficiency, and timely delivery across all shifts
• Manage rostering, attendance, and workflows for teams working across rotational shifts to ensure adequate 24/7 or extended coverage
• Oversee the end-to-end dispute lifecycle; ensure timely submission of evidence, manage win-rates, and monitor fraud patterns
• Review annotated data to maintain quality, consistency, and adherence to guidelines. Lead the data annotation process, ensuring "ground truth" data is accurate for model training and billing verification
• Define and enforce strict SLAs for both functions and conduct regular performance reviews
• Analyze rejection reasons for disputes and error rates to update Standard Operating Procedures (SOPs) and provide feedback to the Engineering and Risk teams
• Maintain comprehensive operational documentation and collaborate with tool providers to enhance the functionality and efficiency of annotation and dispute platforms

What we're looking for

• 6+ years of experience in Operations Management, Trust & Safety, or Technical Support leadership
• Proven track record of managing teams in a shift-based environment (24/7, night shifts, or rotational) is mandatory
• Familiarity with Payment Dashboards and an understanding of card network reason codes
• Experience managing Quality Assurance processes, data annotation, or content moderation workflows with a high attention to detail
• Proficiency in Excel (Pivot Tables, VLOOKUP) to track team metrics
• Ability to create and maintain clear Standard Operating Procedures (SOPs) for complex decision-making trees
• Strong ability to articulate operational challenges to technical deployment teams

While not required, these are a plus:

• SQL knowledge for querying transaction or error logs is preferred

When you join Metropolis, you’ll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. #LI-SR1 #LI-Onsite

Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection

Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.