服务运营经理

**Role Overview**

The Services Operations Manager is a core member of DroneDeploy’s Professional Services team, responsible for coordinating and optimizing our global Flight Services / Data on Demand program. Reporting to the Manager of Service Operations, this P3 role owns the day-to-day operations that transform customer mission requests into high-quality data deliveries, partnering closely with Customer Success, Sales, Product, Engineering, and a global network of drone service providers.

You will manage a high volume of missions each week across multiple regions and time zones, ensuring missions are scheduled, dispatched, quality-checked, and delivered on time. You will also streamline and automate workflows using tools like Jira and no-code platforms so Flight Services can scale efficiently as customer demand grows. This role is ideal for someone who thrives in operations-heavy environments, works quickly and accurately under pressure, and enjoys improving complex systems with minimal oversight once goals and guardrails are clear.

**Work Environment**

- Remote-first role, generally aligned to US time zones to support internal stakeholders, partners, and customers.
- Collaboration is primarily digital via Slack, email, Zoom, Jira, shared spreadsheets/trackers, and internal systems used by the Professional Services team.
- Business travel may be required occasionally (for example, company gatherings, team offsites, or customer/partner meetings), depending on business needs.

**Responsibilities**

- Serve as the primary operational coordinator for Flight Services / Data on Demand missions across your assigned portfolio, from intake through dispatch, quality review, and delivery.
- Ensure commitments are consistently met for mission scheduling, capture, and data/report delivery, maintaining and improving SLA adherence across your book of work.
- Monitor active mission queues (for example, Jira boards, shared trackers, Data on Demand inboxes) to prioritize and process high-volume requests efficiently, with particular focus on time-sensitive or recurring mission schedules.
- Coordinate with external drone service providers across multiple countries, managing mission dispatch, schedule changes, reschedules, and on-the-ground questions through email and Slack while keeping customers updated on key milestones.
- Perform quality assurance on completed missions, validating that map outputs and associated deliverables meet customer expectations and internal standards, and work with service providers to remediate issues when needed.
- Own and refine the end-to-end Flight Services workflow for your accounts, identifying bottlenecks and proposing improvements that support scale, consistency, and customer satisfaction.
- Build and maintain lightweight automations and templates using no-code tools (for example, Zapier, Airtable, Slack workflows, Jira automations) to streamline repetitive tasks such as standardized communications, status updates, or handoffs.
- Configure and maintain Jira workflows, events, and views that support mission tracking and team visibility; collaborate with Product and Engineering on enhancements to Data on Demand tooling and integrations.
- Maintain clear, proactive communication with internal teams (for example, Customer Success, Sales, Accounting, Product, Engineering) so they have accurate visibility into mission status, risks, and escalations for key accounts.
- Support onboarding and enablement of new Data on Demand customers by coordinating with Customer Success Engineers and Services teammates on trackers, mission setup, and operational expectations for high-volume or strategic accounts.
- Track and analyze key operational metrics (for example, on-time delivery, mission throughput, rework, partner performance) for your portfolio and surface trends and recommendations that improve customer experience and retention.
- Contribute to internal documentation, playbooks, and best practices that help Services Operations Managers and the broader Professional Services team operate consistently and effectively across regions and customer segments.
- Respond quickly and reliably to operational communications across email, Slack, and Jira during core working times, keeping queues in a healthy state while balancing urgent escalations with longer-running projects.

**Requirements**

- Bachelor’s degree in Engineering, Computer Science, Operations, Business, or a related field, or equivalent practical experience.
- 2–5 years of experience in operations-intensive roles (such as logistics, services operations, SaaS operations, or similar high-volume coordination work), ideally within a technology-enabled or services organization.
- Demonstrated ability to manage complex, multi-step workflows with many moving pieces, maintaining accuracy and follow-through across a large volume of concurrent tasks.
- Proven experience using software and no-code tools to automate and improve operational processes (for example, Zapier, Airtable, Slack workflows, Jira automations, shared trackers), including configuring rules, triggers, and templates.
- Strong organizational and project management skills, with the ability to prioritize effectively, respond quickly to new information, and keep stakeholders updated as situations evolve.
- High comfort working in a fast-paced, high-growth environment where priorities can shift, and where you are often the first to identify operational gaps and propose improvements.
- Clear, concise written and verbal communication skills, including the ability to translate operational details into customer-friendly updates and internal summaries.
- Experience working with distributed subcontractors, vendors, or field partners, including handling scheduling changes, clarifying requirements, and maintaining productive long-term relationships.
- Familiarity with tools commonly used in services operations such as Jira, shared spreadsheets/trackers, Slack channels, and shared inboxes; experience with Salesforce or other CRM systems is a plus.
- Curiosity and capacity to learn about the drone industry, Data on Demand workflows, geospatial data, photogrammetry, and GIS concepts relevant to high-quality aerial data capture and mapping; prior exposure is helpful but not required.
- Comfortable working largely remotely with limited day-to-day oversight once goals, processes, and priorities are understood.
- Drone certification is not required for this role. If future responsibilities change and a license becomes required, expectations and timelines will be communicated at that time.

**Why Join DroneDeploy?**

- Impact at scale: You will sit at the operational center of DroneDeploy’s Flight Services / Data on Demand business, directly enabling customers to collect the data they rely on for construction, infrastructure, and field operations.
- Ownership of complex workflows: This role gives you meaningful ownership of high-volume mission pipelines across multiple countries and partners, with a mix of recurring enterprise accounts and dynamic one-off projects.
- Build automation and operations craft: You will deepen your skills in no-code automation, service operations, and high-volume logistics, working with a team that values experimentation and continuous improvement.
- Collaborate with experts: Partner daily with experienced Services Operations Managers, Customer Success Engineers, Product, Engineering, and world-class drone service providers, learning how software, services, and field operations come together.
- Career growth in Services Operations: Success in this P3 role can open paths into Senior Services Operations Manager positions, broader Professional Services leadership, or adjacent operations roles, supported by DroneDeploy’s leveling and career frameworks.
- Mission-driven, remote-first culture: Join a company that helps customers capture and use reality data to make better decisions on job sites and assets around the world, within a flexible environment that values initiative, accountability, and collaboration.

**Pre-Qualifying Questions**

- Describe a time you managed a high volume of operational requests or tickets across multiple stakeholders. How did you prioritize, track progress, and ensure commitments were met?

- Share an example of a process you automated using no-code or simple software tools (such as Zapier, Airtable, Jira automations, or Slack workflows). What problem were you solving, what did you build, and what impact did it have?

- This role requires coordinating missions with external partners and customers across regions using email, Slack, and shared trackers. Tell us about a situation where timelines shifted and multiple parties needed timely updates, and how you handled communication and tradeoffs.

**Salary Range**

[To be completed by HR / Compensation]

## **Additional Information**

**Base Pay Range:**

67,320.00 - 92,565.00 USD Annual

This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

### **For Los Angeles County (unincorporated) Candidates:**

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.