Head of Operations

What You'll Do

• Own Serviceability Performance: Drive the operating metrics that define serviceability and customer experience across Customer Ops and Worker Ops, including fill rate, worker consistency, launch ramp performance, retention, and onsite quality. Lead operational improvements that increase reliability, efficiency, and scalability across markets and accounts.
• Lead Operational Execution: Identify and solve the highest-impact operational challenges affecting customer performance, workforce reliability, recruiting efficiency, launch success, and market health. Drive issues from diagnosis through execution with a strong bias toward action and measurable outcomes.
• Scale Operational Systems and Infrastructure: Build the processes, tooling, controls, operating cadences, and playbooks needed to support rapid growth. Improve forecasting accuracy, standardize workflows across launches, account management, recruiting operations, and workforce performance, strengthen operational visibility, and reduce manual overhead so the organization can scale with consistency as complexity increases.
• Drive Marketplace and Account Performance: Partner closely with Customer Ops, Worker Ops, Growth, Finance, and Product to improve marketplace efficiency and customer outcomes. Support market prioritization, operational rollout strategy, pricing inputs, and account expansion initiatives tied directly to operational performance.

What You Bring

• Ideal Pedigree: 8-18 years of total experience including senior operating role at a high-growth, operationally complex startup (Series A through Series C). Clear upward progression at every stop. Top-tier undergraduate institution.
• Operational Instincts: Strong handle on marketplace and physical-world operating metrics — unit economics, payback periods, launch ramp dynamics — and an ability to connect strategy to real-world execution on the floor.
• Systems Builder: Demonstrated ability to scale manual processes into automated, repeatable ones and implement operating tooling and cadences at growing companies.
• Cross-Functional Force Multiplier: Proven ability to operate across functions — sales, customer ops, worker ops, finance, product — and drive outcomes through teams you don't directly own.
• Startup Spirit: Ambitious, action-oriented, and willing to go all in alongside the team as a player-coach.
• Positive Presence: Direct, decisive, and a collaborative force who elevates every leader and team they work with.

Nice to Have

• Experience with two-sided platform businesses
• Background as a collegiate or professional athlete, or military service
• Direct supply chain, logistics, or industrial operations experience
• Data & analytics experience (SQL, Tableau, Looker, etc.)

Compensation and Benefits

• Competitive base salary commensurate with experience, with a highly competitive equity package.
• Full benefits including health, dental, and vision coverage, commuter benefit, flexible PTO, and dinner provided for NY employees.