Dispel · 1 day ago
Operations Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$130K/yr - $140K/yr
4+ years expDispel is a fast-growing company focused on ownership, accountability, and customer trust. They are seeking a Technical Service, Implementation, & Delivery Manager responsible for overseeing the end-to-end customer experience, team leadership, and operational excellence. The role involves managing a team of technical specialists and ensuring high-quality service delivery while engaging directly with customers.
Telecom & CommunicationsCyber SecurityIndustrialIdentity ManagementIndustrial AutomationInternetNetwork SecuritySecurity
Responsibilities
End-to-end customer outcomes across implementation, support, and ongoing delivery
A team of 8–10 customer-facing technical specialists
Service quality, escalation management, and operational consistency
Partner with Product and Engineering on complex bugs or architectural concerns
Owns customer experience from implementation through steady-state delivery
Leads and develops a high-performing, customer-facing technical teams
Acts as a senior operational and customer advocate within Dispel
Hire, coach, and retain high-performing technical customer teams
Set clear expectations, career paths, and performance goals
Foster a culture of ownership, psychological safety, and continuous improvement
Be present in the NYC office the majority of the week for hands-on leadership
Balance team capacity across onboarding, support, and delivery
Remove blockers, reprioritize as needed, and lead from the front during crunch time
Define and track KPIs across service delivery and customer health
Run operational cadences (standups, planning, retros, reviews)
Serve as a senior escalation point for complex or high-impact issues
Join customer calls as a trusted technical advisor
Lead structured troubleshooting and incident response
Ensure clear, empathetic, outcome-driven communication
Co-own onboarding and implementation with Account Management
Drive fast time-to-value and consistent product ramp experiences
Partner with Product and Engineering on deployability, usability, and feedback
Translate customer insights into actionable product input
Support renewals and expansions with technical context
Identify account risks and growth opportunities
Ensure smooth handoffs across Sales, Implementation, and Support
Qualification
Required
4+ years managing technical or customer-facing teams in SaaS, cybersecurity, or services
Strong technical background (networks, Ubuntu, Windows)
Proven customer-facing experience
Hands-on, humble, and ownership-driven leadership style
Comfortable operating in ambiguity and high-growth environments
Excellent written and verbal communication skills
Preferred
6+ years in Customer Success, Support, or Implementation
Experience scaling teams or processes
Cross-functional experience with Product, Engineering, and Account Management
Benefits
Full medical, vision, dental insurance
401K match
PTO
Annual Bonus aligned to personal and company performance
Equity eligibility
Strong leadership support and growth opportunities
Company
Dispel
Zero trust access for operational technology and industrial control systems
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$29.5M2024-02-01Series B· $25M
2015-08-05Series A· $3M
2014-10-01Seed· $1.5M
Leadership Team
Ethan Schmertzler
Co-CEO & Co-Founder
Ian Schmertzler
Co-CEO
Recent News
2026-01-20
2025-12-15
2025-12-15
Company data provided by crunchbase