RAD IT Operations Area Manager, RAD Operations IT process execution

DESCRIPTION

RAD IT Operations Area Manager The RAD IT Operations Area Manager role within Amazon Ops Tech Solutions is a critical operations management position focused on delivering operational excellence through team leadership, process execution, and performance management. This role oversees daily IT equipment operations within RAD facilities, ensuring all device handling, triage workflows, and inventory processes meet the highest operational standards.

Key Job Responsibilities

Team Leadership & Development

Lead a team of IT technicians, providing coaching, mentorship, and fostering a collaborative work environment to ensure consistent delivery of operational targets and service level agreements. Partner with cross-functional teams including Operations, Supply Chain, and Logistics to coordinate seamless workflow execution.

Operational Execution & Process Management

Execute business-critical operational tasks including end-user equipment provisioning, RMA (Return Merchandise Authorization) processing following established triage procedures, device inventory management, and accurate data recording to support RAD Operations processes. Ensure team adherence to documented troubleshooting workflows and organizational policies.

Performance Management & Operational Excellence

Drive operational excellence through daily performance monitoring, backlog management, and SLA compliance. Lead incident response coordination and escalation management, continuously improving process adherence to minimize disruptions. Implement operational best practices, establish robust metrics tracking and reporting mechanisms, and proactively identify workflow bottlenecks before they impact service delivery.

Stakeholder Coordination & Business Partnership

Collaborate with business leaders and operations partners, providing operational insights and demonstrating the value of efficient IT operations in achieving organizational goals. Communicate with senior management through regular updates, performance reports, and data-driven recommendations to support decision-making.

A Day in the Life A RAD IT Operations Area Manager starts by reviewing operational dashboards, tracking asset processing metrics, backlog levels, and service level agreement performance. They identify potential blockers in equipment repair and deployment workflows, coordinating with stakeholders to ensure timely resolution. Throughout the day, they monitor work queues, verify process compliance, balance workload across team members, and optimize team performance against UPH (Units Per Hour) targets.

The manager conducts 1:1 meetings with team members, discussing career development opportunities, providing performance feedback, and supporting individual growth plans. They actively listen to team input, demonstrate empathy, and create an inclusive environment that balances operational demands with employee well-being.

By day's end, they've driven customer outcomes through operational delivery, managed risks through proactive escalation, and supported team success through effective resource allocation and performance coaching.

Basic Qualifications

• Experience leading operations teams as an area manager or operations manager
• Experience in operational process management and performance tracking
• Bachelor's degree or equivalent, or experience in professional or military settings
• Experience hiring, developing, and managing high-performing operational teams
• Experience coaching and mentoring at the management level
• Experience reviewing and analyzing operational metrics to identify performance improvement opportunities
• Experience in Diversity, Equity, and Inclusion (DEI)
• Experience leading task prioritization, team scheduling, time management, and meeting operational deadlines
• Experience managing conflict, escalations, negotiating compromise, and problem-solving with cross-functional teams
• Experience managing teams who deliver on defined operational goals and timelines
• Speak, write, and read fluently in English

Preferred Qualifications

• 4+ years of professional or military experience in operations management
• Experience with IT equipment handling, device lifecycle management, or technical operations environments
• Familiarity with inventory management systems and operational reporting tools

Key job responsibilities

Lead a team of talented IT professionals, providing guidance, mentorship, and fostering a collaborative work environment to ensure the delivery of high-quality support and innovative solutions. Collaboration with cross-functional teams, including Operations, Operations Engineering, and Supply Chain.

Execute business critical IT tasks such as end user equipment configuration, RMA trouble