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Head of Operations & Client Experience
Skills
ChargebacksCustomer Relationship ManagementCustomer SuccessOperations ManagementPeople ManagementRevenue & Profit GrowthRevenue Protection
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years leading Operations Customer Success Fulfillment or Support teams
- Experience in a high-growth business preferred
- Built SOPs scalable processes and operational playbooks from scratch
- Strong experience with CRM and automation tools such as GoHighLevel Zapier Make HubSpot Slack and Asana
- Improved retention churn fulfillment efficiency CSAT LTV or other operational metrics
- Experience managing remote teams projects and competing priorities
Nice to have
- Extreme ownership
- Solution oriented
- Systems minded
- High accountability
- Strong client empathy
- Remote team leadership
Day to day
- Own fulfillment operations across onboarding and client delivery
- Lead Customer Success and Support teams to improve client experience and retention
- Build scalable systems automations SOPs and dashboards that support efficient growth
- Identify bottlenecks resolve escalations and continuously improve operational performance
Hiring process
- Submit a 3-5 minute Loom video with resume
- Video must solve the case study and explain why you are the right fit
- Application without the case study Loom is disqualified