Head of Operations
Job Description
About The Role
An exceptional leader is being sought to take on the role of Head of Operations – a pivotal position that will influence the future of a rapidly growing organization. As a key member of the leadership team, this individual will orchestrate essential business operations while building and optimizing a customer success engine from the ground up.
Responsibilities
– Architecting scalable systems that facilitate growth while upholding high standards of customer experience
– Transforming billing and subscription infrastructure into a strategic asset that promotes customer retention and expansion
– Building and leading a world-class customer success organization that sets new benchmarks for user satisfaction
– Creating innovative solutions that empower retail users to achieve more, faster
What Success Looks Like
– Developing and implementing a holistic CX strategy that scales in line with rapid growth
– Creating data-driven frameworks for team expansion and resource allocation
– Establishing robust feedback loops between users and the product team
– Optimizing subscription management to enhance customer experience and business outcomes
– Leading and mentoring the CX team while setting ambitious yet achievable goals
– Building self-serve solutions that accelerate user success
Requirements
– 5+ years of operations leadership experience, including significant SaaS expertise
– Deep familiarity with early-stage startup environments (Seed through Series B)
– Proven success in scaling customer operations and implementing effective systems
– Strong technical background, particularly with Stripe billing
– Mastery of customer success platforms (Intercom, Tango) and project management tools
– Sharp analytical skills with proficiency in SQL
– Bachelor’s degree in a relevant field
Benefits
– Cash compensation starting at $125K + equity
– Access to a 401(K) plan
– Comprehensive healthcare including dental and vision
– Home office or co-working space stipend
– Flexible PTO with unlimited vacation days
– Opportunity to influence the future of retail technology