Senior Lead, Marketing Services Operations

📋 Description

• Take ownership and lead six operational functions — defining the roadmap, fostering cross-functional alignment across Practice Success, Front Desk Services (FDS), Practice Onboarding, and Revenue Operations, while making most operational decisions independently. You will serve as the primary contact, rather than a coordinator.

• Develop AI-assisted workflows on a large scale — implement AI-powered quality assurance for Meta ads, websites, and GHL automations; introduce AI triage for Technical Support; and pinpoint all opportunities for automation to bridge the gap between our current capacity and the target of serving 1,000 providers.

• Propel measurable quality enhancements — review error rates, quality assurance processes, escalation rates, and ticket volumes across various functions; set baseline key performance indicators (KPIs); and implement structural solutions that yield quantifiable improvements.

• Stabilize and integrate the Front Desk Services team — define roles, establish capacity models, create performance dashboards, and implement accountability structures for a team recently transitioned into Marketing Services, ensuring the guest experience is aligned across all interactions.

• Design and execute the operational roadmap for scaling to 1,000 — produce a sequenced, cross-functionally aligned strategy that prepares Marketing Services to accommodate the next cohort of providers without proportional increases in headcount, while also contributing a credible point of view to planning for H2/2027.

⛳️ Requirements

• 7–10 years of experience in marketing or revenue operations, including at least 4 years of managing multi-functional teams — you have concurrently led QA, technical support, deployment, or service delivery functions, rather than focusing on one at a time.

• A demonstrated history of scaling service operations — ideally from a few hundred to over 1,000 customers — without proportional headcount increases. You’ve tackled scaling challenges structurally rather than by merely adding personnel.

• Proficient hands-on experience with the modern operations stack — ClickUp, HubSpot, Zapier/N8N, GoHighLevel. You are not only aware of these tools but have also constructed workflows using them and understand their limitations at scale.

• Genuine experience in creating AI-assisted workflows — not just prompting, but also identifying leverage points, building the automation framework, and ensuring human oversight to maintain high quality.

• A cross-functional operator who makes decisions — you establish alignment among peers in RevOps, BizOps, Product, and Service Ops without relying on your manager to mediate every discussion, and you hold yourself accountable for results, not just activities.

• A mentor for team development — you prioritize the growth of your team and can provide examples of individuals you have coached toward readiness for promotion.

🏝️ Benefits

• A team worth investing in. Your organization consists of highly skilled individuals already delivering excellent work. Your role will be to provide the right structure for them, not to build from the ground up.

• Scope that aligns with your ambitions. You will oversee multiple functions with a clear mandate and the autonomy to make significant decisions — you won’t be waiting for approvals to take action.

• AI as a primary tool. We are committed to utilizing AI and automation as key levers. You will create workflows that fundamentally alter team operations.

• Cross-functional exposure. You will collaborate directly with leadership in RevOps, Product, and BizOps — this role has organizational influence that extends well beyond its title.

• A genuine scaling challenge. Expanding from 400 to 1,000 medspas without a proportional increase in headcount. If you enjoy creating systems that endure beyond your tenure, this is the challenge for you.