Head of Operations

About the Role

We’re looking for a Head of Operations / Deputy GM to take full ownership of day-to-day operations, build scalable systems, and lead a high-performing team. This is a high-impact role at a growing SaaS company, with the chance to shape operations from ~$0.8M revenue to the next growth stage.

What You’ll Own

Customer Operations

• End-to-end onboarding, implementation, and training playbooks
• Support & incident management (triage, SLAs, RCA)
• Customer success motions: health scoring, renewals, expansions

Process & Scale

• Document and automate core SOPs
• Capacity planning, staffing, and vendor management
• Operational readiness for product releases and migrations

Revenue & Business Operations

• Quote-to-cash coordination, billing cadence, and collections hygiene
• Forecasting and cohort reporting with Finance/Parent Company

Quality, Risk & Compliance

• Lightweight controls for data privacy and security
• Maintain contract/SLA compliance and clean audit trails

Team Leadership

• Hire, coach, and retain a small but high-performing team
• Establish operating rhythm: weekly reviews, monthly metrics, quarterly planning

What Success Looks Like (12 Months)

• Founder spends <15% of time on ops work by Month 3
• Onboarding time ≤60 days
• Support SLAs ≥95% initial response, ≥90% resolution
• Gross revenue retention ≥95%, logo churn ≤5%
• Live dashboards for TFR/TTR, backlog, activation, NPS/CSAT

Who You Are

• 5–10 years in B2B SaaS operations (startup → scale-up)
• Built processes and teams from near zero
• Strong systems thinker with data chops (Excel/Sheets; SQL or BI a plus)
• Comfortable with RevOps-adjacent workflows (billing, renewals, forecasting)
• Excellent incident commander: calm under pressure, clear communicator
• Tool fluent: HubSpot/Salesforce, Jira, Confluence

Nice to Have

• Experience in hospitality, outdoor travel, PMS, payments, or integration programs

How We Work

• Clear SLAs, documented playbooks, continuous improvement
• Bias to action, tight feedback loops between customers, ops, and product
• High ownership, low ego, kindness under pressure

Why Join Us?

• Shape the operations of a fast-growing SaaS company
• Lead a high-impact team and directly influence growth
• Work in a collaborative, high-trust, founder-led environment

Apply Now

If you’re a systems-driven operator ready to scale operations and grow with a dynamic SaaS business, we want to hear from you!