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About the Role
As Head of Operations, you will own the critical areas of customer and partner lifecycle management, company operating cadence, and operational standards across functions. You will build and refine processes to ensure smooth transitions from signed contracts to live revenue, establish efficient company-wide operating rhythms, and set the benchmark for operational excellence. This role is pivotal in shaping how Gigs operates and scales, driving efficiency and accountability throughout the organization.
Responsibilities
- Own the process that takes a partner from signed contract to live, revenue-generating product.
- Build one repeatable launch process with clear stages, named owners, timelines, and go-live readiness criteria.
- Stitch together the handoffs between go-to-market, partner management, implementation, product, and support.
- Shorten time to launch as the playbook matures, and make that number visible to the company.
- Build the feedback loops, internal and external, that show where launches get stuck.
- Design and run the rituals that keep Gigs coordinated: annual planning, quarterly goal cycles, leadership syncs, and business reviews.
- Run a goal-setting framework teams use and trust, and ensure goals cascade down to every team.
- Build a single source of truth for company-level KPIs, with a monthly and quarterly business review process.
- Run clear decision forums so issues surface early and do not stall.
- Build the operational layer that catches and routes day-to-day escalations.
- Set the shared operating principles, tooling conventions, and process standards that functional ops teams apply.
- Keep reporting consistent and non-duplicative across functional ops teams.
- Work with connectivity ops on reliability: clear SLAs, escalation paths, and quality monitoring.
- Own the BizOps team, which covers work that does not fit inside one function.
- Oversee expansion operations for launching new markets and products.
- Drive AI operations to find where AI compresses work, pilot tooling, and embed workflows.
- Manage high-priority cross-functional special projects.
Requirements
- Built operational infrastructure at a high-growth startup or scaleup, ideally through a 250+ person scaling phase.
- Ability to run real operations (playbooks, process design, launches, ops teams) and think strategically about business direction.
- Owned a process that crosses many functions and made it hold, including handoffs, owners, and follow-through.
- Strong planning and process instincts to design planning cycles, run business reviews, and build accountability systems.
- Analytically sharp; define metrics, work with data, and build reporting.
- Direct, close loops, and raise the bar for how people work.
- Track record of using AI as a real operational lever with demonstrable efficiency.
- Helpful: exposure to international expansion, market launches, multi-jurisdiction operations, telecom, payments, or API-first infrastructure.
Skills
- Process design
- Launch management
- Cross-functional collaboration
- Goal setting frameworks
- KPI management
- Business review processes
- Operational standards
- Tooling conventions
- Reporting
- SLA management
- Escalation paths
- Quality monitoring
- Expansion operations
- AI implementation
- Project management
Location
- New York
- San Francisco
Work Type
- Hybrid
- Occasional travel
Experience Level
- Senior level
- Experience through a 250+ person scaling phase
Salary/Compensations
- $300K+
Benefits
- Significant equity package
- Stipends for home office or work setup
- Budget for learning and development
- Free phone and international data plan
About the Company
- Building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.
- Automating provisioning and removing telecom complexity for businesses.
- A team of around 150 people across the US and Europe.
- Backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator.
- One of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify.
- Tackling deep technical and regulatory challenges to make connectivity truly seamless.
- Values curiosity, creativity, and the chance to shape the future of telecom.
- Focuses on leaning in when things get hard, speed, ownership, customer obsession, ambiguity, and first principles.
- Values in-person collaboration, believing the best ideas, decisions, and relationships are built when teams spend meaningful time together.
- Offers flexibility where it makes sense, with regular time in hubs, occasional travel for workshops, customer meetings, and company off-sites.
- Offices are designed as home-inspired workspaces.
- Believes in rewarding excellence with competitive compensation and stock options.