Owns engineering operating standards, Agile and Jira processes, delivery tracking, escalation workflows, customer issue triage, known-issue reporting, and data SLA management. The role coordinates Engineering, Product, Customer Support, clients, and vendors; monitors commitments, risks, resolution times, and service performance; and ensures clear accountability and communication across technical delivery activities.
Why Great Gray?
At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.
The Role
Great Gray is hiring a Technology Operations Lead to own operational discipline and delivery tracking across all of Engineering (RPAG, BoardingPass, Data Engineering, AI and DevOps). This person sets the operating standards that Engineering runs on (Jira, stand-ups, escalation and SLAs), tracks delivery against commitments, and surfaces blockers early rather than at the deadline. Reporting to the Director, Data & AI, the Technology Operations Lead works across Engineering, Product, Customer Support and third-party vendors.
Location
This position will work remote from the United States.
Please note that remote employment in this role is restricted to candidates residing in states where Great Gray is currently registered as an employer. These states are limited to: CA, CO, CT, DC, DE, FL, GA, IL, IN, MA, MD, MI, MN, NC, NH, NJ, NV, NY, OH, PA, RI, SC, TN, TX and VA.
Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.
Responsibilities
- Define and maintain the SOPs for Agile methodology; Jira usage, refinement and stand-ups across all Engineering teams, and drive adoption.
- Track PRDs, TRDs, Jira epics and stories, story points and due dates across Engineering, and surface blockers and risks early rather than at the deadline.
- Participate in the Weekly Delivery check-ins, holding both Engineering and Product accountable to their commitments.
- Own the escalation path for customer-reported issues so that triage in Salesforce and Jira is consistent, ownership is clear, and no ticket sits without a written update.
- Maintain a live ‘known-issues’ view, and brief support and relationship teams after each release so they know what changed before customers call.
- Manage data SLAs with key clients, third-party vendors and internal stakeholders; monitoring delivery against agreed timelines and quality expectations.
- Report regularly on delivery performance, resolution times, SLA performance, and enhancement requests routed to Product.
- Complete other related duties as assigned.
Qualifications & Experience
- Bachelor’s degree and 7+ years in operations, delivery management or program management, including 2+ years in a lead role.
- Hands-on experience with Jira (workflows, boards, reporting) and Salesforce or a comparable case management tool, and a track record of defining and enforcing SOPs.
- Experience defining, negotiating and tracking SLAs with customers, vendors and internal stakeholders.
- Experience with monitoring and observability tools and defining meaningful alerts and SLAs.
- Working familiarity with a major cloud platform (AWS, Azure, or GCP).
- Clear written and verbal communication with both engineers and non-technical stakeholders.
- Sound judgment under pressure and the ability to prioritize competing demands
- Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.
Tech Stack
Our current tech stack is a blend of existing and next-gen tools/languages, and like our company itself, our software is always evolving.
- Frontend: Angular, React
- Backend: C# .NET
- Data Layer: MSSQL, Python, Postgres, Databricks
- Infrastructure: Azure cloud
- Tooling: Cypress, Docker, GitHub, Cursor, SonarQube
Benefits
We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:
· Be an integral part of a high-growth organization!
· Competitive compensation package
· Group medical, dental and vision insurance
· Employer-paid life and disability insurance
· Annual well-being stipend
· Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement
Company Background
Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $385 billion in CIT assets under management, across more than 1,045 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.
CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.
Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.
Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.
Investor Background
MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.
Equal Employment Opportunity Policy
Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.
Accommodation Statement
Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: [email protected]
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