Tech Manager Operations

#### About Trafilea Trafilea is a Consumer Tech Platform for Transformative Brand Growth. We’re building the AI Growth Engine that powers the next generation of consumer brands. With over $1B+ in cumulative revenue, 12M+ customers, and 500+ talents across 19 countries, we combine technology, growth marketing, and operational excellence to scale purpose-driven, digitally native brands. We own and operate our own digitally native brands (not an agency), with presence in Walmart, Nordstrom, and Amazon, and a strong global D2C footprint. #### Why Trafilea We’re a tech-led eCommerce group scaling our own globally loved DTC brands, while helping ambitious talent grow just as fast. 🚀 We build and scale our own brands. 🦾 We invest in AI and automation like few others in eCom. 📈 We test fast, grow fast, and help you do the same. 🤝 Be part of a dynamic, diverse, and talented global team. 🌍 100% Remote, USD competitive salary, paid time off, and more. #### Job Responsibilities You’ll lead the transformation of IT Ops into a **highly automated, AI-powered, KPI-driven system** that directly impacts business performance (CVR, LTV, revenue). This is not a maintenance role. This is a **build & scale role**. You will: - Rebuild IT Operations using **AI, automation, and data (n8n, GPT, workflows)** - Own incident management performance (MTTA, MTTR, SLA) and **turn it into a competitive advantage** - Design and scale a **Business Support engine** that removes bottlenecks across Product, Marketing, and Growth - Implement AI-driven systems to **auto-categorize, prioritize, and resolve incidents** - Lead **cybersecurity strategy, infrastructure reliability, and service delivery at scale** - Build and scale a **high-performance Tech Ops team (2–5 hires per quarter)** * * * - **5+ years leading IT Operations / Tech Ops teams** in high-scale environments (e-commerce, SaaS, or similar) - **3+ years owning cloud infrastructure (AWS required)** — including production systems, networking, and reliability - Proven track record improving **MTTA, MTTR, and SLA performance** in real environments (not theoretical) - Experience implementing **automation workflows (APIs, scripting, or tools like n8n / Zapier / similar)** - Hands-on experience managing **incident management systems, service desks, and escalation processes at scale** - Experience working in **fast-paced, high-growth environments** with constant prioritization changes - Strong understanding of **business impact of tech (conversion rate, revenue impact, downtime cost)** - Proven experience **building or scaling teams** (hiring, structuring, performance management) - Experience working with **KPIs, dashboards, and data-driven decision making** - Strong communication skills with the ability to **interact with technical and non-technical stakeholders** - Advanced English level (you’ll work with global teams.