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!