Head of Post-Sales Operations

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Take ownership of the daily operational management for Wing's active post-sales pipeline, overseeing the process from handoff to launch and early-stage stabilization.

• Ensure visibility into accounts, tracking statuses, responsible parties, next steps, and completion deadlines.

• Identify accounts that are stalled, delayed, blocked, or at risk, and initiate corrective actions.

• Keep CRM and pipeline records accurate and up-to-date.

• Set and enforce service level agreements (SLAs), conduct daily standups, and facilitate regular pipeline reviews.

• Develop reporting and dashboards to monitor pipeline health, aging accounts, and projected launches.

• Analyze closed accounts to verify requirements, expectations, staffing necessities, timelines, and any special conditions.

• Manage staffing and candidate pipelines, including client selections, decision-making, onboarding, and readiness for launch.

• Act as the primary operational escalation point and track issues until they are resolved.

• Hold stakeholders accountable for overdue actions and escalate any repeated breaches of SLAs.

• Generate weekly and monthly reports on pipeline health, including recommendations and proposed actions for leadership.

• Enhance workflows, escalation protocols, CRM structures, handoff processes, and documentation.

• Create prototypes of internal tools using AI-assisted “vibe coding” technology, collaborating with engineers and product managers to develop production-ready tools.

• Work collaboratively across departments, including Sales, Customer Success, Talent Acquisition, Staffing, Onboarding, Training, Operations, Product, Finance, and support teams.

• Report directly to the CEO and engage with C-suite and functional leadership.

⛳️ Requirements

• Experience in startups and consulting environments.

• Significant expertise in operations, program management, revenue operations, staffing operations, or customer success operations.

• Strong cross-functional judgment skills across sales, Customer Success, and operations.

• Proficient in high-volume, hands-on execution.

• Experience in defining SLAs, structuring workflows, managing escalations, and optimizing pipeline processes.

• Excellent skills in stakeholder management and follow-through.

• Strong analytical abilities and problem-solving skills.

• Familiarity with CRM, project management, reporting, and workflow management platforms.

• Deep understanding of AI tools and capability to assess and implement new operational tools.

• Comfortable operating at the leadership level alongside the CEO, COO, and Chief of Staff.

• Willingness to travel to the Philippines as needed.

🏝️ Benefits

• Flexible remote work options.

• Opportunity to travel to the Philippines as necessary.