Program Manager, Customer Operations Planning at ScaleAI

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ScaleAI
Program Manager, Customer Operations Planning
San Francisco, CA; Seattle, WA; New York, NY

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As Scale continues to grow as the top provider of data products and services to Generative AI companies across the globe, our Customer Operations Planning team is growing along with it to meet that demand. The team oversees a variety of critical work streams that help Scale to maximize its operational resources to have the greatest impact in helping our customers advance the state of the art in Generative AI technology. These work streams include demand forecasting, new project intake, staffing and resource allocation tracking, and customer delivery attainment. 

We are looking for a Program Manager to build, develop, and execute across these work streams and others. You will work with stakeholders across the delivery operations, engagement management, sales, finance, analytics, product, business operations, and leadership teams to fulfill your goals. 
 
The ideal candidate is one who can apply structured thinking, organizational prowess, and data-driven decision-making within dynamic environments that mandate creativity and flexibility. This role provides an excellent opportunity to have a force-multiplying impact on Scale’s operations team, while working across our entire GenAI customer base and a variety of internal stakeholders. 

You will:

Build and maintain analytical systems to:

  • Manage Scale’s customer demand forecasting system, working with Engagement Managers and Account Executives
  • Translate demand signal into financial projections, working in coordination with Scale’s Finance team.
  • Track staffing assignments and availability across Scale’s GenAI operations team, working with ops leaders to drive allocation decision making
  • Access key operational and financial performance data for Scale’s GenAI projects

Apply operational insight to: 

  • Vet new projects and opportunities that come to Scale’s GenAI team with ops resourcing and capabilities in mind
  • Track operational attainment of forecasted demand across GenAI project teams, understanding where there are operational gaps that need to be filled

Flex problem-solving skills to:

  • Identify and escalate project and account-level operational risks
  • Work with ops stakeholders to develop methods to effectively investigate and solve operational challenges
  • Continuously seek ways to improve and streamline Customer Operations Planning systems and processes

Ideally you’d have:

  • Degree in a quantitative field (e.g. Math, Engineering, Economics, Computer Science, etc.)
  • 3+ years of experience in an analytical and/or operational role
  • Proficiency in SQL + advanced skills in Sheets and/or Excel
  • Proficiency in project management methodologies (Agile, Scrum, etc.)
  • Experience working at a B2B-focused company strongly preferred
  • An action-oriented mindset that balances creative problem solving with the scrappiness to ultimately deliver results 
  • Excellent written and verbal communication skills, working within cross-functional environments
  • Leadership skills to guide and mentor more junior members of the team
  • An eye for and appreciation of the importance of detail

Nice to haves:

  • A solid understanding of Generative AI technology
  • Python proficiency

Compensation packages at Scale include base salary, equity, and benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Scale employees are also granted Stock Options that are awarded upon board of director approval. You’ll also receive benefits including, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits, a learning and development stipend, and generous PTO. Additionally, this role may be eligible for additional benefits such as a commuter stipend.

Please reference the job posting's subtitle for where this position will be located. For pay transparency purposes, the base salary range for this full-time position in the locations of San Francisco, New York, Seattle is:
$108,000$125,000 USD

About Us:

At Scale, we believe that the transition from traditional software to AI is one of the most important shifts of our time. Our mission is to make that happen faster across every industry, and our team is transforming how organizations build and deploy AI.  Our products power the world's most advanced LLMs, generative models, and computer vision models. We are trusted by generative AI companies such as OpenAI, Meta, and Microsoft, government agencies like the U.S. Army and U.S. Air Force, and enterprises including GM and Accenture. We are expanding our team to accelerate the development of AI applications.

We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an affirmative action employer and inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status. 

We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster for additional information.

We comply with the United States Department of Labor's Pay Transparency provision

PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data.

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