Head of Technical Operations – Advocate

About Advocate

Advocate is redefining how people access and manage benefits. We combine compassionate claimant representation with advanced technology to simplify and accelerate the SSDI and SSI process — and our long‑term vision is to build the benefits infrastructure that supports individuals across multiple federal and state programs.

The Role

We’re seeking a Head of Technical Operations to serve as the connective tissue between our technology platform and our operations teams. You’ll ensure that our systems, automations, and data infrastructure power a seamless user experience — for both claimants and our internal teams. You’ll partner closely with the Head of Operations, aligning technology with business strategy, ensuring systems scale efficiently, and supporting operational success through smart, reliable, and automated processes. You’ll also work directly with the CTO to define and execute the roadmap that connects our product and service layers. This role blends strategic thinking with hands‑on execution. You should enjoy diving into details, troubleshooting issues, and building systematic, scalable solutions that reduce complexity and make every part of our operations smoother.

Responsibilities

Bridge Technology and Operations

Serve as the technical counterpart to the Head of Operations, translating operational goals into technical systems and data workflows

Collaborate across teams to ensure Salesforce, our internal platform, and other tools operate cohesively and transparently

Develop business rules and process logic that create clean, traceable workflows between humans and AI systems

Drive Automation and User Experience

Oversee the technical aspect of communications platforms and automations that ensure every claimant interaction feels seamless, timely, and human

Partner with Operations to map and automate core workflows, improving speed, accuracy, and user satisfaction

Help build systems that enable proactive communication, follow‑up, and escalation handling across channels (email, text, chat)

Ensure Data Integrity and Insight

Maintain a disciplined data model and ensure all data flows through well‑defined, auditable interfaces

Implement dashboards and monitoring tools to track performance, identify bottlenecks, and support decision‑making

Enable data‑driven insights for the operations team through clear metrics, alerts, and reporting infrastructure

Troubleshoot and Systematize

Roll up your sleeves to diagnose and resolve technical and operational issues as they arise

Develop systematic fixes and document playbooks to prevent recurrence and promote consistent execution

Partner with engineering to prioritize and deliver sustainable, elegant solutions rather than one‑off patches

Design for the Future

Collaborate with leadership to envision and implement an end‑to‑end automated operations system that’s robust, simple, and scalable

Continuously look for ways to improve efficiency and reduce manual work through thoughtful design and automation

Ensure all systems reflect a deep understanding of Advocate’s operational model, data dependencies, and user journey

About You

You have a strong background in engineering, technical program management, and operations systems design

You understand how to make technology serve the business, not the other way around

You’re comfortable integrating systems like Salesforce, AI‑driven tools, and workflow automation platforms

You’re equally happy writing specs, mapping data flows, or jumping in to troubleshoot an issue in real time

You take a long‑term view — aiming for elegant, maintainable systems that scale with growth

You’re collaborative, curious, and committed to improving how people access the benefits they deserve

Technical Environment

Event‑driven architectures (Kafka / Kinesis / EventBridge)

Multi‑tier data platforms (Aurora, DynamoDB, OpenSearch, S3)

Orchestration (Temporal, Step Functions, custom engines)

Real‑time processing (Flink / Kinesis Analytics)

Container orchestration (ECS / EKS)

Infrastructure as Code (CDK / Terraform)

AI / ML pipelines throughout

Salesforce configuration and development, Salesforce Apex Programming

Vendor technology setup, operations / configuration : ZenDesk, Ring Central, Customer IO

This is a hybrid role requiring travel about six times a year for in‑person working sessions, primarily on the West Coast (with flexibility as needed).

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Seniority Level

Not Applicable

Employment Type

Full‑time

Job Function

Other

Industries

Technology, Information and Internet

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