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About the Role

Sauce is seeking a Director-level Head of Operations, a versatile operator to build and scale the company's operational engine. This role is crucial for transforming messy, high-volume problems into structured, measurable, and scalable operations, reducing reliance on individual heroes and implementing automated processes.

Responsibilities

• Serve as the single accountable owner for any operational issue that crosses two or more functions or reaches an executive level, owning the escalation path end-to-end.
• Consolidate scattered operational activities into coherent teams with clear charters, hand-offs, and accountability.
• Build playbooks, runbooks, and tooling to replace institutional knowledge held by individuals.
• Own the centralized intake, routing, and resolution of restaurant escalations with clear owners and SLAs.
• Own the implementation of cross-functional, project-based operational initiatives.
• Run the operational layer between product/engineering and the field, ensuring clean releases to restaurants.
• Own day-to-day execution and issue resolution for delivery across partners (as the operating model matures).
• Absorb and structure the support function once the foundation is in place (as the operating model matures).
• Be the single point of contact for all operational matters internally and externally.
• Build structured, repeatable operations, with a focus on agents and automated workflows.
• Maintain a live registry of recurring issues with root-cause status and hold functional leads accountable for permanent fixes.
• Kill the top recurring issues each quarter, measuring recurrence, not volume handled.
• Stand up clear, documented processes and SLAs across all operational workflows.
• Build a structured intake methodology that converts frontline input into evidence-based case studies and long-term, resolution-oriented processes.
• Manage cross-functional work across Finance, Legal, CS, Product, and R&D.
• Establish operational metrics and reporting, tracking resolution time, SLA attainment, and escalation volume.
• Remove the operational bottleneck between product/engineering releases and the field.
• Codify institutional knowledge into playbooks, runbooks, and tooling.
• Partner with Product, Engineering, Customer Success, and GTM as the single operational point of contact.

Requirements

• 6+ years in operations leadership at a high-growth marketplace, logistics, food-tech, fintech, or B2B SaaS company.
• Experience scaling an operation, not just managing it.
• On-demand delivery or restaurant-tech experience is a strong plus.
• Proven track record building operational functions from scratch or from chaos, with evidence of playbooks, systems, and metrics.
• Experience owning cross-functional operations across multiple domains simultaneously.
• Strong systems and process thinking; comfortable defining SLAs, metrics, and accountability models.
• Hands-on SQL knowledge.
• Demonstrated agent and automation building experience.
• Ability to operate effectively when priorities shift daily, problems are ambiguous, and pressure is high.
• Excellent stakeholder management skills.
• Experience working with Israeli startup culture or ability to operate in a fast-moving, direct, low-hierarchy environment.

Skills

• Operations Leadership
• Cross-functional Operations
• Systems Thinking
• Process Improvement
• SQL
• Automation Building
• Stakeholder Management
• Playbook Development
• Runbook Development
• SLA Definition and Enforcement
• Metrics and Reporting
• Incident Management
• Root Cause Analysis

Location

• NYC
• Miami

Work Type

• Flexible Work Environment

Experience Level

• Director-level
• 6+ years

Education Level

• Bachelor's degree or higher

Benefits

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Responsible Paid Time Off Policy

About the Company

• Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology.
• We are serving a 105 billion dollar US local restaurant business.
• Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers.
• The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
• Sauce powers ordering, delivery, and operations for a growing base of restaurant partners.

Equal Opportunity

• Sauce is an equal opportunity workplace and an affirmative action employer.
• We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws.
• We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.