Operations Manager, Product & Engineering (Incident Operations)

ABOUT US Sierra is the leading platform for customer-facing AI agents, working with many of the world's biggest brands — including The GAP, Rocket Mortgage, SoFi, Sutter Health, and SoftBank — to transform how they serve customers and grow their businesses. We are primarily an in-person company based in San Francisco, with growing offices across North America, Europe, and Asia. We are guided by a set of values that are at the core of our actions and define our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and a commitment to balancing Family along the way. These values are the foundation of our work, and we are committed to upholding them in everything we do. Our co-founders are Bret Taylor https://www.linkedin.com/in/brettaylor/ and Clay Bavor https://www.linkedin.com/in/claybavor/. Bret currently serves as Board Chair of OpenAI. Previously, he was co-CEO of Salesforce (which had acquired the company he founded, Quip) and CTO of Facebook. Bret was also one of Google's earliest product managers and co-creator of Google Maps. Before founding Sierra, Clay spent 18 years at Google, where he most recently led Google Labs. Earlier, he started and led Google’s AR/VR effort, Project Starline, and Google Lens. Before that, Clay led the product and design teams for Google Workspace. WHAT YOU’LL DO - Run the operating cadence for Product & Engineering incident response teams: own planning cycles, workflows, initiative tracking, and sprint planning - Design and optimize key processes like retrospectives, team syncs, and engineering demos to drive clarity and velocity - Build and maintain operational artifacts such as roadmaps, planning docs, capacity trackers, dashboards, and retros that keep everyone informed and aligned - Coordinate cross-functional initiatives that span Product, Eng, Legal, Security, and Ops teams—driving alignment, timelines, and accountability - Partner with Eng and Agent Development leadership to create scalable frameworks for goal-setting, prioritization, and execution - Analyze operational data and team feedback to identify friction points and implement systems that improve execution and outcomes WHAT YOU’LL BRING - 6-8+ years of experience in Product Operations, Business Operations, or Technical Program Management in a high-growth, product-led company - Proven track record building and scaling operational processes from scratch - Highly organized and methodical; you bring rigor, structure, and momentum to ambiguous situations - Excellent written and verbal communicator—clear, succinct, and persuasive across stakeholders and levels - Comfortable using tools like Linear, Figma, Google Drive, or similar to create systems that stick - Strong analytical instincts with proficiency in Excel/Sheets; SQL or dashboard experience is a plus EVEN BETTER… - Experience at an early-stage startup or scaling an engineering org - Familiarity with incident response and site reliability process, vendors, and oncall management - Background in product management, engineering, or consulting/strategy with deep operational exposure OUR VALUES - Trust: We build trust with our customers with our accountability, empathy, quality, and responsiveness. We build trust in AI by making it more accessible, safe, and useful. We build trust with each other by showing up for each other professionally and personally, creating an environment that enables all of us to do our best work. - Customer Obsession: We deeply understand our customers’ business goals and relentlessly focus on driving outcomes, not just technical milestones. Everyone at the company knows and spends time with our customers. When our customer is having an issue, we drop everything and fix it. - Craftsmanship: We get the deta