Head of Operations

About the RoleWe’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 OwnCustomer OperationsEnd-to-end onboarding, implementation, and training playbooksSupport & incident management (triage, SLAs, RCA)Customer success motions: health scoring, renewals, expansionsProcess & ScaleDocument and automate core SOPsCapacity planning, staffing, and vendor managementOperational readiness for product releases and migrationsRevenue & Business OperationsQuote-to-cash coordination, billing cadence, and collections hygieneForecasting and cohort reporting with Finance/Parent CompanyQuality, Risk & ComplianceLightweight controls for data privacy and securityMaintain contract/SLA compliance and clean audit trailsTeam LeadershipHire, coach, and retain a small but high-performing teamEstablish operating rhythm: weekly reviews, monthly metrics, quarterly planningWhat Success Looks Like (12 Months)Founder spends <15% of time on ops work by Month 3Onboarding time ≤60 daysSupport SLAs ≥95% initial response, ≥90% resolutionGross revenue retention ≥95%, logo churn ≤5%Live dashboards for TFR/TTR, backlog, activation, NPS/CSATWho You Are5–10 years in B2B SaaS operations (startup → scale-up)Built processes and teams from near zeroStrong 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 communicatorTool fluent: HubSpot/Salesforce, Jira, ConfluenceNice to HaveExperience in hospitality, outdoor travel, PMS, payments, or integration programsHow We WorkClear SLAs, documented playbooks, continuous improvementBias to action, tight feedback loops between customers, ops, and productHigh ownership, low ego, kindness under pressureWhy Join Us?Shape the operations of a fast-growing SaaS companyLead a high-impact team and directly influence growthWork in a collaborative, high-trust, founder-led environmentApply NowIf you’re a systems-driven operator ready to scale operations and grow with a dynamic SaaS business, we want to hear from you!