Head of Operations

Responsibilities

Customer and Partner Lifecycle

• Own the process from signed contract to live, revenue-generating product.
• Build a repeatable launch process with clear stages, owners, timelines, and go-live readiness criteria.
• Coordinate handoffs across go-to-market, partner management, implementation, product, and support.
• Shorten time to launch and make launch metrics visible across the company.
• Build feedback loops to identify where launches stall.

Company Operating Cadence and Business Reporting

• Design and run annual planning, quarterly goal cycles, leadership syncs, and business reviews.
• Operate a trusted goal-setting framework and ensure goals cascade across teams.
• Build a single source of truth for company KPIs.
• Establish consistent monthly and quarterly business reviews with clear ownership.
• Run decision forums and create an operational layer for routing day-to-day escalations.

Operational Standards Across Functions

• Set shared operating principles, tooling conventions, and process standards for functional operations teams.
• Keep reporting consistent and non-duplicative across teams.
• Partner with connectivity operations on reliability, SLAs, escalation paths, and quality monitoring for provisioning and activation.
• Consolidate operational leadership under one owner over time.

Business Operations

• Lead the Business Operations team.
• Support expansion operations for new markets and products.
• Identify, pilot, and embed AI-enabled operational workflows and measure efficiency gains.
• Own high-priority cross-functional special projects.

Requirements

• Experience building operational infrastructure at a high-growth startup or scaleup, ideally through a 250+ person scaling phase.
• Experience running operations, including playbooks, process design, launches, and operations teams.
• Strategic business judgment combined with hands-on operational execution.
• Experience owning cross-functional processes, handoffs, accountability, and follow-through.
• Strong planning and process-design skills.
• Ability to design planning cycles, run business reviews, and build accountability systems without over-engineering.
• Strong analytical skills, including defining metrics, working with data, and building reporting.
• Direct, decisive operating style with a track record of closing loops and raising standards.
• Track record of using AI as an operational lever with measurable efficiency gains.
• Based in or willing to move to New York or San Francisco.

Nice-to-Haves

• Experience with international expansion, market launches, multi-jurisdiction operations, telecom, payments, or API-first infrastructure.

Compensation and Benefits

• Compensation of $300K+ and a significant equity package.
• Competitive compensation and stock options.
• Home office or work setup stipend.
• Learning and development budget.
• Free phone and international data plan.
• Regular collaboration in company hubs, with occasional travel for workshops, customer meetings, and company off-sites.