Senior Manager, Field Operations at Pula

What You'll Be Doing:

• Project Delivery & Accountability: Own a portfolio of large-scale field programs across multiple countries, setting delivery strategy, resourcing models, QA thresholds, and escalation mechanisms. Hold full end-to-end accountability for scope, timelines, budget, and data quality, acting as the senior escalation point for delivery and quality trade-offs. Oversee project setup, resourcing, training, field execution, monitoring, and final data submission through Country Field Managers, proactively managing portfolio-level risks to ensure consistent, high-quality outputs that meet both client expectations and Pula’s operational standards.
• Quality Assurance & Process Improvement: Own department-level quality outcomes, including defining QA standards, enforcing adoption, and holding senior managers accountable for results. Drive delivery quality across Field Operations by identifying systemic gaps, strengthening QA frameworks, and owning the end-to-end operationalization of SOPs across countries. Ensure QA processes are embedded in day-to-day execution through senior field leadership, rapidly diagnose root causes when adoption fails, and independently implement corrective actions to deliver sustained, scalable improvements in delivery quality.
• People & Performance Management: Directly manage and develop Country Field Managers, providing clear direction, performance accountability, and coaching at a senior level. Indirectly lead large field teams by setting expectations, performance standards, and escalation mechanisms, and by holding country leadership accountable for capacity building, quality outcomes, and the development of high-performing, autonomous teams.
• Client & Stakeholder Management: Serve as the senior Field Operations contact for assigned projects, owning client communication on delivery performance, risks, data quality, and scope decisions. Lead alignment on methodology, expectations, and trade-offs, and manage escalations to resolution to maintain strong, trust-based client relationships and sustained satisfaction.
• Cross-Functional Collaboration: Partner with senior stakeholders across Insurance Operations, Data Services, Technology, and Commercial teams to align priorities, operating models, and delivery standards across the full project lifecycle. Resolve cross-functional dependencies and trade-offs to ensure seamless execution, continuous improvement, and strong internal client satisfaction.
• Special Projects and Strategic Initiatives: Lead and own ad-hoc or department-wide initiatives, including piloting new methodologies, scaling best practices, and implementing solutions that enhance operational efficiency, team capacity, and delivery quality. Take full accountability from concept through implementation, ensuring initiatives deliver measurable impact, drive sustainable improvements, and integrate seamlessly with ongoing operations.

The Right Candidate Will Have:

• Progressive Field Operations Leadership: 8+ years of experience in field operations, data collection, or large-scale service delivery, including at least 3 years in a senior management role with responsibility for teams of managers and cross-country delivery outcomes.
• Large-Scale Data Collection (500,000+): Demonstrated success in delivering repeated, high-volume data collection programs (e.g., farmer registration, yield measurement, household surveys, polygon mapping), with ownership of standardization, QA consistency, and portfolio-level performance oversight.
• Field Team/ Agent Network Leadership (5,000+): Proven experience building, mobilizing, and managing large-scale agent/enumerator networks of 5,000+, including recruitment, training, deployment planning, performance management, and escalation management across multiple geographies.
• Quality Assurance & Operational Excellence: Expertise in designing, implementing, and monitoring QA frameworks, ensuring data integrity and operational standards are consistently met. Track record of identifying systemic gaps, designing practical solutions, and embedding continuous improvement at scale.
• Financial & Operational Acumen: Experience in budget ownership, forecasting, reporting, and variance analysis, coupled with a focus on operational efficiency, high-quality delivery, and portfolio-level cost accountability.
• Collaboration & Cross-Cultural Experience: Demonstrated ability to work effectively with multicultural, multidisciplinary, and senior stakeholders, driving alignment, collaboration, and high-quality results across teams and geographies.
• Integrity & Self-Management: Exceptional work ethic, integrity, and the ability to autonomously manage complex portfolios and competing priorities in fast-paced, high-stakes environments.
• Educational Background: Bachelor’s degree with an outstanding academic record; advanced degree a plus.
• Additional Skills: Fluency in French is a plus.