The Senior Manager, Data Operations will lead the execution of all Production Operations data workflows. This leader will oversee a small but growing distributed team responsible for high-volume, SLA-driven deliverables, while also partnering with the Data Tooling, Automation, and Client Platform teams to improve efficiency and scalability.

This role balances day-to-day execution with continuous improvement: managing queue-driven requests, ensuring global coverage, and working to identify opportunities for reporting automation and workflow optimization. As SupportOps scales, this leader will play a critical role in building the global operating model, expanding coverage from Hong Kong through the close of U.S. business hours (10:00 PM EST).

Day-to-day responsibilities:

Operational Leadership

• Lead execution of all Production Ops data workflows, including:

  • Data intake, parsing, cleansing, and standardization.

  • Deduplication and record reconciliation.

  • Imports, exports, and file transfers.

  • Extracts, recurring/ad-hoc reporting, and dashboard reporting.

  • Complex data analysis and client-specific solutions.

• Ensure SLAs are met and deliverables are accurate, complete, and timely.

Partner with QA leadership to ensure every deliverable goes through quality checks before release.

Process Improvement & Automation

• Collaborate with the Data Tooling and Automation teams to identify opportunities for efficiency, scalability, and error reduction.

• Drive automation of recurring reports and processes to free up capacity for higher-value work.

• Work with the Client Platform team to streamline and optimize data flows between intake forms, databases, and outputs.

Team Management & Global Coverage

• Manage, coach, and develop a distributed team of Data Analysts and Engineers.
• Coordinate team coverage to ensure seamless global support — from Hong Kong through 10:00 PM EST, with scope to scale as a global operating model.
• Balance workload and priorities across BAU requests, ad hoc projects, and complex deliverables.
• Define team KPIs, productivity metrics, and turnaround expectations.

Governance & Stakeholder Collaboration

• Establish and maintain SOPs for all core data workflows.

• Act as the escalation point for data workflow issues and client concerns.

• Partner with Service Delivery, QA, and Platform Engineering teams to align processes and improve client outcomes.

• Provide leadership with reporting on workload volumes, productivity, and recurring issue trends.

Location & Schedule

• This is a U.S.-based role with core working hours of 9:00 AM – 6:00 PM EST (or 10:00 AM – 7:00 PM EST).

• Responsible for managing a global coverage model, ensuring seamless support from Hong Kong through 10:00 PM EST, and scaling coverage as operations expand worldwide.

Essential traits:

• 7+ years in data operations, production operations, or data management, with at least 3+ years in a managerial leadership role.
• Proven success managing high-volume, SLA-driven data workflows in a fast-paced environment.
• Strong hands-on expertise in SQL, Excel, ETL processes, reporting, and data cleansing/standardization.
• Experience coordinating with tooling/automation teams to improve workflows and implement reporting automation.
• Demonstrated ability to build and enforce SOPs, processes, and governance standards.
• Experience managing distributed global teams with extended coverage.
• Strong organizational, communication, and stakeholder management skills.

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

In order to be considered for a position, you must formally apply via careers.kroll.com.

Salary range for this role is $130,000 - $175,000 USD

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