What are the responsibilities and job description for the Platform Operation Manager position at Encompass?
About The Role
This is an operational leadership role that owns service-delivery execution on Encompass Onsite's two-sided marketplace. The Manager, Platform Operations reports directly to the Director, Platform Operations and is responsible for turning marketplace supply into completed, on-SLA service across both of our service-delivery lanes — Preventative Maintenance (PM) and Reactive. The Manager runs the daily operating system, leads two team leads and their specialists, and owns the operational KPIs that compound into customer trust and partner stickiness: PM completion, time-to-dispatch, first-time completion, SLA compliance, and escalation outcomes.
This is a hands-on, technology-forward operator role. You will lead a lean team that leverages AI, automation, and data tooling to scale throughput without scaling headcount. You will be a key voice in how Encompass Onsite scales service delivery over the next 24 months.
What You'll Do
This is an operational leadership role that owns service-delivery execution on Encompass Onsite's two-sided marketplace. The Manager, Platform Operations reports directly to the Director, Platform Operations and is responsible for turning marketplace supply into completed, on-SLA service across both of our service-delivery lanes — Preventative Maintenance (PM) and Reactive. The Manager runs the daily operating system, leads two team leads and their specialists, and owns the operational KPIs that compound into customer trust and partner stickiness: PM completion, time-to-dispatch, first-time completion, SLA compliance, and escalation outcomes.
This is a hands-on, technology-forward operator role. You will lead a lean team that leverages AI, automation, and data tooling to scale throughput without scaling headcount. You will be a key voice in how Encompass Onsite scales service delivery over the next 24 months.
What You'll Do
- Service-Delivery Execution & SLA Ownership: Own day-to-day execution across the Preventative Maintenance and Reactive lanes. PM completion, time-to-dispatch, first-time completion, SLA compliance, and escalation outcomes are your numbers. Run the weekly operating rhythm — business review, escalation review, partner performance review, staffing review — and close the loop on what the metrics say.
- AI- & Technology-First Operating Model:Lead the adoption of AI, automation, and data tooling inside the Platform Operations function.Identifythe workflowswereautomation;LLM-powered triage, or predictive routing can replace manual effort. Partner with Product and Engineering to scope, pilot, and scale those bets. Treat headcount as the last lever, not the first.
- Lead Two Service-Delivery Lanes:Manage two team leads — one running thePreventative Maintenance Lane, one running theReactive Lane— and the operations specialists supporting them. Hire, coach, develop, and (when needed) raise the bar. Build a bench and a documented succession plan for both lead roles.
- Operational Playbook & Standards:Build andmaintaina single shared playbook that spans both lanes: triage standards, escalation paths, scan compliance, verification quality, partner hand-offs, and customer comms. Codify the standard, run the audits, and close the gap when reality drifts.
- Partner & Quality Management on the Delivery Side:Enforce service-quality standards across the partner network on completed work. Workhand-in-handwith the supply-side function onpartner performance signals, scorecards, and behavior change. Manage escalations cleanly — clear ownership, fast recovery, no finger-pointing.
- Cross-Functional Influence:Translate field reality into prioritized product and tooling requirements. Partner with Product, Engineering, Partner Success, Customer Success, Finance, and Field Operations. Be the most credible voice in the room when service-delivery questions come up.
- Lead a Lean, Analytical Team:Build and lead a small team of analytical operators who live in the data. Use technology to scale processes rather than relying on a large human capital footprint. Move people up the value chain as automation absorbs the rote work.
- Minimum Qualifications:
- 3–5 years of experience in an operations role, including at least 2 years leading people — ideally including team leads or supervisors, not solely individual contributors.
- Demonstrable track record of owning operational KPIs and moving the underlying metrics in a measurable way.
- Highly quantitative and data-driven, with hands-onproficiencyin dashboards, databases, and advanced spreadsheet modeling.
- Fluency with AI and automation in an operations context — comfortable evaluating, piloting, and scaling AI-augmented workflows, and willing to lead AI adoption inside an ops team.
- Experience working with an independent-contractor or third-party partner network; understands that influence at scale comes through scorecards, incentives, and relationships rather than authority.
- Proven ability to break down ambiguous, complex problems into clear, structured components and ship against them.
- Strong bias for action and a "get-it-done" attitude. Comfortable in fast-paced, ambiguous, high-growth environments.
- Preferred Qualifications:
- Prior leadership experience in tech-enabled field services, facilities maintenance, on-demand services, or marketplace operations (e.g., Lessen,Vixxo, Divisions,Front door,Service Titancustomer-side, Uber, Lyft, DoorDash, Instacart).
- Program management or project management background — experience standing up programs, running structured rollouts, or managing cross-functional initiatives end-to-end. PMP / Agile / Scrum exposure is a plus; certification is not required.