Director of Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the organization-wide strategy and operational plan aimed at minimizing churn and enhancing client retention.

• Identify key factors contributing to churn and establish client health metrics, reporting mechanisms, and early-warning systems.

• Develop and refine processes for onboarding, ongoing engagement, performance reviews, renewals, and reactivations.

• Directly oversee and hold accountable the Account Management Team Lead, which includes prioritizing tasks, reviewing team performance, and ensuring the Account Management team achieves excellent client retention and service outcomes.

• Lead the design, experimentation, and launch of new service lines.

• Define the business case, delivery model, technology and staffing needs, operational procedures, and success metrics for each new offering.

• Execute structured pilots, evaluate client results and unit economics, and make recommendations on whether to refine, scale, or discontinue each service.

• Integrate successful offerings into the company's sales, fulfillment, account management, and reporting processes.

• Oversee daily service delivery, capacity planning, workflow management, quality assurance, and resolution of operational issues.

• Manage the operating cadence, which includes OKRs, weekly KPI reviews, dashboards, documentation, and tracking follow-up on agreed actions.

• Build, document, and continually enhance scalable processes and standard operating procedures across the organization.

• Lead the implementation of AI tools that support the human texting team, enhance productivity and consistency, and strengthen quality control, including the selection and management of suitable technical talent or vendors.

• Identify and eliminate unnecessary costs, complexity, and manual tasks while safeguarding client outcomes and service quality.

⛳️ Requirements

• Proven operations leadership experience in a small, rapidly growing company.

• A demonstrable record of reducing churn, boosting retention, or significantly enhancing the customer lifecycle.

• Experience in launching new services, products, channels, or operational capabilities from conception to implementation.

• Strong leadership and performance management skills, including experience overseeing managers or functional leads.

• Practical knowledge of AI, automation, and process redesign, with proof of using technology to augment teams and streamline manual workflows.

• Strong analytical and commercial acumen, with the capacity to convert data into priorities and actionable steps.

• Excellent communication skills, a high level of accountability, and the ability to work independently while closely collaborating with the founder.

• Experience leading operations within a B2B online service-oriented business is preferred; experience in the home improvement industry is a plus.

🏝️ Benefits

• Profit sharing based on performance.

• Healthcare coverage and additional employee benefits.

• Unlimited paid time off.

• Fully remote working arrangement.

• Significant scope, autonomy, and a pathway to broader executive responsibilities as the company expands.