The Head of Operations will lead process improvements, ensure seamless coordination across departments, and oversee customer experience operations, with the Customer Support & Experience Manager handling day-to-day execution. This position Reports directly to CEO and plays a key role in shaping the companys operational success.
Key Responsibilities:
Oversee and improve operational processes across all companys departments and teams.
Monitor and analyze business workflows, identifying inefficiencies and driving process improvements.
Implement and oversee cross-functional control and monitoring systems to ensure operational alignment.
Analyze key operational KPIs to drive informed decision-making and continuous improvements.
Support digital transformation efforts, optimizing automation and process efficiency.
Ensure cross-functional collaboration within the company for smooth business execution and customer service operations with overall business strategy.
Develop and enforce best practices for operational workflows, ensuring consistency and scalability.
Lead ongoing optimization projects to enhance productivity, resource allocation, and business performance.
Supervise and provide strategic direction for the Customer Support & Experience Manager, ensuring best practices and continuous improvements.
Oversee high-level customer experience initiatives, ensuring alignment with business objectives, ensure customer feedback is incorporated into process improvements and business strategies.
Monitor key support metrics and work with the direct managers to improve performance.
Identify areas for automation and self-service support, providing guidance on efficiency improvements.
Ensure major service escalations and operational challenges are effectively addressed with long-term solutions.
Centralization of employees' procurement and logistics requests.
Bachelors degree in business administration, Operations Management, Service Management, or a related field.
3+ years of experience in managerial leadership, overseeing managers, business operations, process management, and/or customer experience roles.
Strong analytical skills, with the ability to monitor performance, interpret data, and drive improvements.
Process-oriented mindset, capable of improving workflows and enhancing operational efficiency.
Experience working with customer support functions, ensuring oversight while not directly managing daily operations.
Excellent leadership and communication skills, with the ability to work across multiple departments.
Ability to manage projects, prioritize tasks, and drive execution efficiently.
B2B experience- an advantage.
Familiarity with finance or fintech industry an advantage.
Experience working with CRM, ERP, and automation tools (Zoho, Priority, etc.) Significant advantage.
