hackajob
is collaborating with Scale Computing
to connect them with exceptional tech professionals for this role.Who We Are
Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.
About The Role
The Scheduling & Operations Lead is responsible for overseeing the day-to-day scheduling functions for customer installations, managing Scheduling workflows, ensuring documentation accuracy, and driving operational excellence across the Deployment & Scheduling team. This role requires strong leadership presence, high accountability, and the ability to proactively identify issues before they impact customers or downstream teams.The ideal candidate is highly organized, detail-oriented, collaborative, and excels in systems such as JIRA, Confluence, HubSpot, and Google Workspace. This leader supports both domestic and international teams and ensures scheduling accuracy, timely ticket management, consistent documentation, and cross-team communication.
Key Responsibilities
Scheduling & Operational Management
- Oversee daily scheduling operations for customer installations using JIRA-based scheduling boards.
- Ensure accurate, timely schedule updates and communication to Deployment, Support (NOC), and vendor partners.
- Monitor incoming installation requests and allocate resources efficiently across shifts and international teams.
- Maintain schedule integrity by enforcing process standards and preventing last-minute schedule gaps or conflicts.
JIRA Ticket Management
- Own all JIRA queue workflows for Scheduling
- Ensure tickets are properly triaged, updated same-day, and moved through the workflow accurately.
- Identify patterns in ticket backlog and implement corrective actions to prevent recurrence.
- Drive automation opportunities and help optimize scripting, workflow automation, and SLA tracking.
Process Documentation & Knowledge Management
- Create and maintain high quality Confluence documentation for all core processes.
- Ensure all processes are current, clearly written, and reflect current operational practices.
- Standardize documentation across Scheduling.
- Lead internal training sessions to ensure operational alignment across teams.
Team Leadership & Collaboration
- Serve as the leadership point of contact for Scheduling workflows.
- Facilitate weekly team meetings, including agendas, follow up items, risk identification, and status updates.
- Drive team morale, professional communication, and accountability through consistent leadership presence.
- Partner closely with Deployment, NOC, Implementation, and Engineering teams to ensure smooth cross-functional operations.
Quality, Metrics & Continuous Improvement
- Maintain and report weekly operational metrics (scheduling accuracy, backlog health, SLA performance, ticket cycle times).
- Conduct quality audits on orders, schedules, and tickets to identify improvement opportunities.
- Recommend process improvements and collaborate with leadership on long-term scaling strategies.
- Ensure no tickets, orders, or key workflows remain stagnant or unaddressed.
Requirements
Required Qualifications
- 3+ years of experience in scheduling, operations coordination, or order management.
- Strong experience with JIRA, Confluence, Google Workspace, and ticketing systems (HubSpot, SalesForce, or similar).
- Demonstrated experience leading a team or acting as a senior escalation point.
- Excellent written and verbal communication skills, with the ability to influence cross-functional teams.
- Ability to manage competing priorities in a high-demand environment.
- Strong organizational and analytical skills with attention to detail.
Preferred Qualifications
- Experience in multi-site deployments, field service scheduling, or technology/service-based rollouts.
- Familiarity with network deployment frameworks (Installations, configurations, validations).
- Experience supporting global teams, including offshore or after-hours shifts.
- Proven ability to create structured processes and documentation in Confluence.
Key Competencies
- Ownership & Accountability: Takes initiative, moves tasks independently, escalates early.
- Operational Awareness: Anticipates risks, identifies blockers, adjusts schedules proactively.
- Leadership Presence: Drives engagement, provides direction, and supports team morale
- Communication Excellence: Clear, professional, proactive updates to leadership and stakeholders.
- Technical Proficiency: Strong comfort with digital tools (JIRA, Confluence, automation).
- Quality-Driven: Ensures accuracy, documentation precision, and process consistency.
Success MetricsThis Role Will Be Evaluated On
- Scheduling accuracy & reduction of installation disruptions
- JIRA backlog health and ticket-cycle-time improvements
- Documentation quality, quantity, and consistency in Confluence
- Team alignment, morale, and meeting participation
- Cross-team communication effectiveness
- Operational reliability and reduction in escalations
Perks of Acumera
Group medical insurance.Paid company holidays.Casual dress codeCab facilities for employees working in shifts.Fully stocked snacks at office.Vibrant and Inclusive Workplace Atmosphere.Flexible work environment and an opportunity to grow as we grow.
