Manager, Technical Operations (Atlanta)

Job Description

Job Description

Description:

CENTEGIX® is the leader in rapid incident response safety solutions, protecting more than 18 million people across 18,000+ locations in all 50 states. The CENTEGIX Safety Platform®, including CrisisAlert™ wearable panic buttons, Safety Blueprint® critical incident mapping, Visitor Management, and Reunification, gives organizations the tools to plan for and respond to any emergency, from the everyday to the extreme. CENTEGIX serves K-12 and higher education, healthcare, government, commercial, and public safety organizations nationwide.

Purpose 

As the Manager, Technical Operations at CENTEGIX, you will drive a seamless hardware provisioning, configuration, and deployment experience. You will lead the Technical Operations Team, empowering our customers, on-site Field Engineers, and installation partners to ensure successful, efficient deployments, ultimately contributing to a world-class customer onboarding experience.

Position Responsibilities 

• Team Leadership & Performance Management : Supervise, mentor, and develop a team of Technical Operations Engineers and Mapping Specialists. Assign work, set clear performance goals, and monitor departmental KPIs. Oversee product and tools training, fostering a culture of accountability and continuous development.
• Operational Strategy & Workflow Efficiency : Build and implement the strategic framework for the Technical Operations team to ensure long-term scalability. Identify and resolve bottlenecks in provisioning, mapping, and scheduling workflows to improve the timeline from order acceptance to on-site deployment.
• Service Provisioning : Oversee provisioning of the hardware and software components of the CENTEGIX Safety Platform, including CrisisAlert™, Safety Blueprint, and Visitor Management solutions. Ensure core equipment is installed and certified efficiently to allow successful on-site installations.
• Technical Support : Serve as the primary technical escalation point for internal Field Engineers and external installation partners actively on-site. Ensure SOPs are thorough and up-to-date, and that the engineers possess the knowledge to diagnose issues and the confidence to follow them through to resolution.
• Mapping & Data Integrity : Manage Mapping Specialists to ensure Safety Blueprint maps are created accurately using Geographic Information Systems (GIS). Perform QA to ensure map data accuracy. Implement data-driven dashboards to track operational KPIs and scheduling accuracy.
• Cross-Functional Collaboration : Partner closely with Sales, Customer Success, Project Management, Field Services, Operations, and Supply Chain to align operational capabilities with business objectives and resolve obstacles impacting delivery target dates.
• Training & Documentation : Develop and maintain comprehensive technical documentation, including user guides and knowledge base articles. Conduct training sessions (in-person and remote) to educate on system functionality and best practices.
• Continuous Learning : Stay up-to-date with the latest technological advancements, industry trends, and best practices in safety and emergency response systems.

Requirements:

Education and Experience:

• 5+ years of proven experience in technical operations, deployment support, or field services management, with at least 3 years in a direct leadership role (preferably in the HaaS, SaaS, or IoT industry).
• Bachelor’s degree in Computer Science, Information Technology, Business Operations, or a related field (or equivalent professional experience).
• Expertise in metrics-driven performance management and a track record of managing complex scheduling and logistics for high-profile accounts.
• Strong operational acumen, including experience managing departmental budgets or resource allocation.

Analytical, Problem-Solving, and Leadership Abilities:

• Strong analytical skills with the ability to identify root causes, propose effective solutions, and manage multiple competing priorities.
• Proven ability to partner with cross-functional leadership to create or evolve processes and procedures.
• Capacity to maintain awareness of department deliverables and find solutions to issues before they impact critical timelines.
• Commitment to coaching, assisting, and training direct reports to grow into advanced technical or operational roles.

Customer Focus and Working Conditions:

• Location & Schedule: Based in Atlanta, GA with a hybrid schedule typically requiring a minimum of 3 days per week in the office. Flexibility required for varied shifts to accommodate installation schedules.
• Travel: Up to 15% travel aligned with business activity.
• Communication: Excellent interpersonal skills, with the ability to remain calm under pressure and communicate technical concepts effectively to non-technical individuals.

Technical Skills:

• Advanced proficiency in internal systems such as Salesforce, Field Service Lightning, and Rocketlane.
• Familiarity with, or the proven ability to quickly learn, core technical concepts such as:
  • Network protocols (TCP/IP, DHCP, DNS, routing/switching).
  • Linux command-line interfaces.
  • RF wireless technologies (Zigbee, LoRaWAN).
• Experience managing or overseeing hardware provisioning, QA testing, and certification practices.
• Ability to guide and support a technical team through troubleshooting hardware, cabling, and software issues (Windows and macOS).
• Familiarity with Google Workspace.

Location & Schedule: 

• Based in Atlanta, GA with a hybrid schedule typically requiring a minimum of 3 days per week in the office. Flexibility required for varied shifts to accommodate installation schedules.

Physical Requirements:

• Ability to stand for long periods of time.
• Ability to sit at a desk and work on a computer for extended periods of time, whether working remotely or in a traditional office setting.

What’s in it for you?

• Hybrid work environment with workplace flexibility.
• Participation in company-wide discretionary bonus.
• Fifteen days of PTO plus twelve company holidays
• Three days of paid Sick Leave and one floating holiday
• Monthly device(s) reimbursement
• Up to $2500/year reimbursement for eligible education expenses
• We offer a range of Healthcare plans to meet your needs (medical, dental, vision)
• 401(k) Plan with 4% employer contribution to help you plan for the future
• Employee Referral Bonus 
• Charitable Program Match

Recruitment Process & Fraud Prevention

CENTEGIX job opportunities may be advertised on our careers page as well as trusted job boards such as Indeed and LinkedIn. All applications are processed through our official applicant tracking system.If you are contacted regarding an opportunity with CENTEGIX, verify that communications come from an email address ending in @centegix.com.CENTEGIX recruiters may also connect with candidates through LinkedIn. We encourage candidates to review recruiter profiles and confirm they are listed as current CENTEGIX employees.As part of our hiring process:

• Applications will be reviewed and managed through our official recruiting process
• Interviews will be conducted by CENTEGIX employees
• CENTEGIX will never ask candidates for payment, gift cards, cryptocurrency, banking information, or financial account details during the recruiting process
• Official offer letters will only be extended following a completed interview process

Equal Employment Opportunity

CENTEGIX is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CENTEGIX are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by the laws or regulations in the locations where we operate