Description
We're seeking an exceptional leader to become our first Head of Operations - a pivotal role that will shape the future of our rapidly growing company. As a key member of our leadership team, you'll orchestrate critical business operations while building and optimizing our customer success engine from the ground up.This role goes beyond traditional operations management. You'll be:
- Architecting scalable systems that power our growth while maintaining our high standards of customer experience
- Transforming our billing and subscription infrastructure into a strategic asset that drives 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 our retail users to achieve more, faster
What Success Looks Like
In this role, you'll drive impact by:
- Developing and implementing a comprehensive CX strategy that scales with our rapid growth
- Creating data-driven frameworks for team expansion and resource allocation
- Establishing robust feedback loops between our users and product team
- Optimizing our subscription management to enhance both customer experience and business outcomes
- Leading and mentoring our CX team while setting ambitious yet achievable goals
- Building self-serve solutions that accelerate user success
Requirements
- The ideal candidate brings:
- 5+ years of operations leadership, including significant SaaS experience
- Deep expertise in early-stage startup environments (Seed through Series B)
- Proven success scaling customer operations and implementing systems
- Strong technical background including Stripe billing expertise
- Mastery of customer success platforms (Intercom, Tango) and project management tools
- Sharp analytical skills with SQL proficiency
- Bachelor's degree in a relevant field
Benefits
- Starting salary of $110k-$135k
- Great compensation package with stock options and 401(k) access
- Healthcare package including medical, dental and vision
- Stipend for co-working space or home office equipment
- Flexible time off with unlimited vacation days
