Technical Operations Lead

This person is comfortable digging into a broken integration, a misbehaving automation, or a data discrepancy and staying with it until they find the actual root cause. They don’t wait for engineering to fix the pipeline or patch the report; they get in, investigate, and leave the system better than they found it.

AI-forward by instinct, not by mandate.

They already use AI tools in their daily work and are constantly looking for the next thing to automate. When they find something that works, a workflow, a script, a prompt, they don’t keep it to themselves. They turn it into how the team operates.

Steady under ambiguity, and owns the outcome.

Systems and data rarely behave exactly as expected. This person is comfortable filling in the blanks, making a reasonable call, and moving forward. They follow through until things are actually resolved, not just reported, and they treat the technical health of our systems as their responsibility.

The context of this role

PeopleMetrics creates and manages CX, Market Research, and Advisory Board programs. This role will run the technical and operational backbone of these programs including survey platforms, dashboards, integrations, automations, servers, and the daily mechanics that keep client programs running. As those systems become more automated and AI-augmented, we need someone who can own that technical layer end to end, someone who can build an integration, troubleshoot a server issue, chase down a data discrepancy, and build the automation that prevents it from happening again.

Our Insights Managers own most of the day-to-day program work with clients. This role exists to own the technical operations underneath those programs, and to be technically fluent enough in the program side to step in, understand it, and support it when needed. This role reports directly to the COO., * Build, maintain, and troubleshoot integrations between survey/CX platforms and downstream systems (CRM, email/SMS providers, data warehouses) via APIs and webhooks.

• Design and build automations, including scripts, workflow tools, and AI-assisted processes, that remove manual, repetitive work from the team.
• Conduct data investigations: trace discrepancies across systems, validate data pipelines, and get to root cause rather than a workaround.
• Own QA of platform releases, new integrations, and configuration changes before they touch client data.
• Build and maintain technical runbooks and architecture documentation as systems and integrations evolve.
• Identify where AI and automation can reduce technical overhead across the operations function, and turn what works into how the team operates.

Survey Programming & Client Communications (core technical work)

• Program and maintain survey logic across CX and market research platforms: question flow, piping, branching, quotas, and complex logic.
• Build, test, and launch client communications end to end, including email, SMS, and IVR, from initial setup through delivery.
• Write and edit HTML/CSS for email and survey templates, and troubleshoot rendering issues across email clients, browsers, and devices.
• Configure, integrate, and troubleshoot connections with SMS, email, and IVR providers (such as Twilio, Postmark, AWS SES, or similar).
• Own QA for survey programs and communications: build test scenarios and test scripts, run regression and pre-launch testing, and validate logic, links, and templates before anything reaches a respondent.
• Execute survey program changes throughout a program’s lifecycle, including question edits, recipient list updates, logic adjustments, and mid-flight fixes.
• Translate technical issues and constraints into plain language for clients and non-technical stakeholders and translate client requirements into technical specifications for the team.

Program Operations (supporting skill set)

• Understand how market research and CX client programs are configured and delivered well enough to support and troubleshoot them.
• Partner with Insights Managers on technical aspects of survey programming, report and dashboard configuration, and platform QA.
• Step in on front-line ticket triage or client-facing technical issues when a problem is systems-related rather than program-related.
• Contribute to process documentation and knowledge sharing where operations and program work intersect.

• 5+ years of experience in technical operations, systems administration, integration engineering, or a similarly hands-on technical role.
• Technically strong. Fluent with API and webhook concepts, comfortable writing scripts and SQL, and experienced troubleshooting integrations and infrastructure. You don’t need to be a software engineer, but you need to be able to diagnose most problems yourself before escalating.
• Comfortable with servers and infrastructure, including monitoring, environment configuration, and basic cloud administration (AWS or similar).
• Hands-on survey programming and QA experience, including building complex survey logic, writing test scenarios, and running regression testing before launch.
• Adept with HTML/CSS, comfortable building and troubleshooting email and survey templates, including cross-client and cross-device rendering issues.
• Experience with SMS, email, or IVR provider integrations (such as Twilio, Postmark, AWS SES, or similar), including provider-side configuration and delivery troubleshooting.
• Already using AI tools in real work, not just in theory, and constantly looking for the next thing to automate.
• Process-minded. You document what you learn and build systems that outlast you, rather than relying on tribal knowledge.
• Familiar with market research and CX program operations, such as survey platforms, reporting/dashboard configuration, and client program delivery. This is a supporting skill set, not the core of the role, but you should be conversant enough to work alongside Insights Managers.
• A skilled communicator, equally comfortable writing internal technical documentation and explaining a technical issue or root cause in plain language to a non-technical client or stakeholder.

3.33.3 out of 5 stars Remote $120,000 - $150,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance