Tech Ops Manager

Overview

Tech Ops Manager at New Story — join to apply for this role. At New Story, we pioneer solutions to end the global housing crisis by empowering families to become land and homeowners in thriving communities. We believe innovative approaches are crucial to achieving this mission at scale, and we are committed to tackling the systemic barriers inherent in affordable housing and financial inclusion for underserved populations.

The Tech Ops Manager will manage the implementation and improvement of digital tools that support our core operations and ensure reliable monitoring and reporting of information. You’ll play a key role in ensuring our systems drive outcomes for both customers and our internal teams. Your work will help frontline teams operate more effectively, surface the data we need to make smart decisions, and ensure our tech tools are always in service of our mission. You’ll work closely with all the internal teams, project partners, and software vendors to ensure our systems deliver real value to the communities we serve. The ideal candidate combines technical fluency with strong operational instincts and a deep belief in technology as a lever for social impact. You care about usability, performance, and data integrity equally. If you’re excited to use technology and systems thinking to solve one of the world’s biggest challenges, we want to hear from you.

Responsibilities

• Manage the rollout, usage, and continuous improvement of our core operational platforms, including the new CRM, for our housing programs in Mexico.
• Ensure systems are practical for field use, user-friendly, easy to adopt, and integrated into our operational workflows.
• Track performance and adoption, working with vendors and teams to adapt tools to on-the-ground needs.
• Develop and maintain a long-term systems roadmap for field operations that anticipates future needs and scales with our programs.
• Support the deployment of simple, tech-enabled tools to improve our communications and interactions with customers (e.g., SMS reminders, mobile surveys, etc.).
• Design and manage robust systems and processes for tracking customer payments, accommodating multiple sources from cash collections to digital payments.
• Oversee the integration between our operational CRM and central accounting systems, ensuring seamless data flow for financial reconciliation and reporting.
• Ensure data security and accessibility standards are upheld across all tools and platforms.
• Coordinate integrations with external platforms (e.g., data providers, financial service providers, land trusts, etc.).
• Define and maintain data quality standards and governance across platforms.
• Monitor data accuracy and consistency across our operations.
• Identify, source, and integrate relevant external datasets (e.g., macroeconomic, geospatial, census data) to enrich our data capabilities.
• Build dashboards and reports, pooling data from disparate sources and leveraging business intelligence tools, to track key metrics and inform decision-making.
• Train field teams on system use and support consistent adoption.
• Identify opportunities to automate processes and improve efficiency.
• Actively engage with the broader technology ecosystem, including fintech, proptech, and social impact communities, to identify emerging trends and potential partners.
• Act as the main bridge between field operations and tech providers.
• Set up clear troubleshooting protocols and ensure frontline teams have tech support.
• Work with Operations, Impact, and Investments to align systems with strategic goals.
• Document processes and share learnings to inform future implementations.
• Contribute to scaling our core operations through better tech tools.

Who You Are

Reporting Structure

This role reports to the Director of Field Operations.

Location, Compensation, & Travel

This is a hybrid role based in Mexico City, Mexico. Salary range MXN 1,100,000 – 1,300,000 (gross).

Benefits

Seniority level

Employment type

Job function

Industries

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