Job Summary: 

The Head of Operations & Support is a senior executive responsible for turning customer service, operational rigor, and platform reliability into a durable competitive advantage.

This role owns the end to end operating engine of the company: customer support, service delivery, operational processes, platform monitoring, compliance, and security. The expectation is not merely to “run operations,” but to continuously improve them—driving consistency, resilience, accountability, and customer trust at scale.

This leader sits on the Senior Leadership Team and partners closely with Product, Sales, and Administration to ensure the organization delivers an exceptional, secure, and reliable experience for partners and customers—every day.

Key Outcomes of the Role

Success in this role looks like:

• Customer support/experience is a recognized strength
• Operational issues are detected early, resolved quickly, and learned from
• Compliance and security are proactive, audit ready, and embedded in daily operations
• Platforms are stable, scalable, and well monitored
• Processes are documented, measured, and continuously improving
• Teams are empowered, accountable, and aligned to outcomes

Essential Duties and Responsibilities:

Senior Leadership Responsibilities

• Strategic Leadership – Define and execute an operations and support strategy aligned with company objectives and long term growth
• People Leadership – Build, develop, and lead high performing operations and support teams with clear expectations and accountability
• Operational Excellence – Establish disciplined, scalable operating models leveraging automation, AI, and modern tooling where appropriate
• Budget & Resource Management – Own departmental budgets and ensure efficient use of resources
• Cross Functional Partnership – Collaborate with Product, Sales, and Administration to deliver company wide initiatives
• Culture Leadership – Embody and reinforce the company’s ASCEND principles (Accountable, Solutions Oriented, Curious, Empowered, Nimble, Data Driven)

Customer Support & Service Excellence

• Own the full customer support and service delivery lifecycle
• Establish customer service as a differentiator through consistency, responsiveness, and quality
• Define, monitor, and continuously improve service level agreements (SLAs) and performance metrics
• Implement service improvement programs that drive customer satisfaction, retention, and loyalty
• Design customer experiences aligned with the company’s Strategic Charter—creating long term, reference worthy partners

Operations, Monitoring & Reliability

• Own day to day operational execution across support and service functions
• Establish strong monitoring, alerting, and escalation frameworks to proactively identify and resolve issues
• Lead incident management, root cause analysis, and post incident improvement efforts
• Ensure operational documentation, runbooks, and procedures are current and consistently followed

Cybersecurity, Risk & Compliance

• Own operational compliance with regulatory, contractual, and industry standards
• Lead cybersecurity posture in partnership with Technology and external vendors
• Ensure proactive risk identification, mitigation, and monitoring
• Oversee audits, assessments, and remediation efforts
• Embed security and compliance into operational processes

Platform Planning & Performance

• Strategically plan, manage, and monitor hosted and cloud platforms to ensure reliability and scalability
• Oversee capacity planning, performance tracking, and operational health metrics
• Coordinate platform upgrades, integrations, and maintenance with internal and external stakeholders
• Ensure platform decisions balance customer experience, operational efficiency, and cost discipline

Continuous Improvement & Process Excellence

• Identify and eliminate operational friction, inefficiencies, and failure points
• Champion continuous improvement initiatives across systems, workflows, and procedures
• Drive standardization, documentation, and repeatability without sacrificing agility
• Use data and metrics to guide decision making and prioritize improvement efforts

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• Bachelor’s degree in Business, Operations Management, or a related field
• 7+ years of leadership experience in operations, customer support, and/or service delivery
• Demonstrated success building and scaling high performing support or operations organizations
• Experience within communications, technology, or platform based businesses strongly preferred

Knowledge/Skills/Abilities:

• Proven senior level operations or support leadership experience
• Strong understanding of modern platforms, operational frameworks, and service delivery models
• Track record of improving customer experience through operational excellence
• Exceptional leadership, communication, and stakeholder management skills
• Highly analytical, solutions oriented, and comfortable operating in ambiguity
• Entrepreneurial mindset with a bias toward action and continuous improvement
• Ability to translate complex operational and technical concepts into clear, actionable insights
• Comfortable operating in a fast paced, evolving environment with competing priorities