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Role Description

Pano is seeking a highly execution-oriented Operations Manager with a background in Customer Experience or Operations Management to lead day-to-day operational performance across our Pano Intelligence Center, with a particular focus on vendor management, service quality, and scalable execution. This role is ideal for a detail-driven operator who thrives in fast-moving environments, takes ownership without prompting, and continuously translates frontline issues into systemic improvements.

Reporting to the Director of Pano Intelligence Centers, this role sits at the intersection of customer experience, vendor operations, and business impact. You will be deeply involved in daily execution while also identifying patterns, risks, and opportunities to improve quality, efficiency, and scalability as Pano grows.

• Actively manage Pano Intelligence Center operations with a hands-on approach, including monitoring performance, addressing issues in real time, and ensuring consistent service delivery.
• Serve as the primary point of accountability for vendor performance, alignment, and quality across assigned partners.
• Identify gaps in vendor performance and implement corrective actions, including process improvements and targeted training.
• Translate operational insights into clear, actionable guidance for vendors and internal stakeholders.
• Evaluate operational issues not only as isolated incidents, but as indicators of broader risks or opportunities.
• Design and implement solutions that address root causes and scale across teams, vendors, and workflows.
• Partner with Analytics, Product, and Engineering to surface trends, inform tooling improvements, and close feedback loops.
• Coach and support team members and vendor leads through data-driven feedback and structured follow-ups.
• Contribute to a culture of urgency, ownership, and continuous improvement.

Qualifications

• 5+ years of experience in customer experience, operations, or service delivery roles, including direct responsibility for day-to-day execution.
• Demonstrated experience managing third-party vendors or partners in an operational environment.
• Strong attention to detail paired with the ability to think systemically and at scale.
• Proven ability to identify trends, analyze data, and translate insights into operational improvements.
• Comfort operating in ambiguity and taking initiative without needing explicit direction.
• Excellent written and verbal communication skills, with the ability to act decisively in high-pressure or time-sensitive situations.
• Strong organizational and prioritization skills in fast-paced, high-growth environments.
• Bachelor’s degree required.

Requirements

• Final compensation for full-time employees is determined by a variety of factors, including job-related qualifications, education, experience, skills, knowledge, and geographic location.
• In addition to base salary, full-time roles are eligible for stock options.
• Our benefits package also includes comprehensive medical, dental, and vision coverage, a matching 401(k) plan, and flexible paid time off.