head of operations

WHAT YOU'LL DO:

• Design, optimize, and lead company-wide operational processes, set up standards and frameworks, ensuring scalable and efficient growth.
• Ensure smooth execution of daily operations across multiple operational teams.
• Build and refine cross-functional alignment between business units, service teams, and operational teams, breaking down silos and ensuring coordinated execution.
• Drive continuous process improvement using data, automation, and AI-driven tools to drive operational excellence and alignment with company goals.
• Build clear service delivery models (SLA, expected outcomes, roles and responsibilities).
• Ensure smooth service delivery and high-quality customer experience as the business scales.
• Support implementation of KPI-driven discipline across operational departments.
• Track key operational metrics and ensure alignment with business goals.
• Ensure effective infrastructure cost management.
• Plan, monitor, and evaluate different initiatives.
• Ensure company policies and strategies are communicated and implemented effectively across all departments.
• Support and develop our task tracking system.
• Partner with COO and Deputy COO on strategic planning, organizational design, and company-wide prioritization.
• Redesign the organizational structure to enhance efficiency and productivity.

WHAT WE EXPECT FROM YOU:

• 3 + years of experience in operational management in a leadership role.
• Proven track record of leading change and innovation initiatives, even without formal reporting authority.
• Hands-on experience with goal-setting frameworks such as OKRs, MBOs, and key performance indicators (KPIs).
• Strong understanding of financial metrics and business analytics to support data-driven decision-making.
• Ability to analyze complex operational issues and deliver effective, practical solutions.
• Solid experience in driving cross-functional alignment and operational discipline across departments.
• Excellent leadership, organizational design, and team development skills.
• Strong analytical mindset; data-driven decision-maker.
• Experience in building teams from the ground up and transforming existing teams.
• Experience working with Jira.
• A strong desire to grow into a broader leadership role, take initiative, and build something new.
• Advanced knowledge of Google Sheets or Excel (formulas, pivot tables, basic automation logic).
• Comfortable working in a fast-paced, high-growth environment.
• Upper-intermediate or higher level of English (both written and spoken).
• Strategic thinking and business acumen.
• Data- and result-driven — you base decisions on facts and aim for real outcomes.
• Customer-focused – with a strong understanding of service mindset and what it means to create value for internal clients.
• Strong project and team management skills, with the ability to coordinate cross-functional teams, even in areas outside your own expertise and without direct line management.
• Able to prioritize what creates value for the company and its current goals.
• High standards - you don't settle for "just okay" and raise the bar for others.

28 BUSINESS DAYS OF PAID OFF.

FLEXIBLE HOURS AND THE POSSIBILITY TO WORK REMOTELY.

MEDICAL INSURANCE AND MENTAL HEALTH CARE.

COMPENSATION FOR COURSES, TRAININGS.

ENGLISH CLASSES AND SPEAKING CLUBS.

INTERNAL LIBRARY, EDUCATIONAL EVENTS.

OUTSTANDING CORPORATE PARTIES, TEAMBUILDINGS.