Head of Operations

Job Description
Head of Operations

The Role
We are seeking a highly customer-centric and process-driven Head of Operations to lead our Onboarding & Production engineering, Operational support and Quality Assurance team to the next level.  This pivotal role will collaborate closely with our Production and Customer facing teams to ensure a seamless customer experience, from initial workflow design to final, high-quality service delivery. This leader will be responsible for managing a department of approximately 30 people, driving operational excellence, exceptional service quality, and continuous improvement throughout the entire customer journey.

• Lead the onboarding and integration team to design, test, and implement robust, efficient, scalable workflows for all new customers.
• Ensure a seamless handover from the Sales team, translating customer requirements into clear, technical specifications for the production and other supporting teams to successfully close new deals and rapidly onboard customers to achieve revenue recognition targets.
• Responsible for all new workflow and technical solutions to be efficiently and effectively implemented in production with seamless integration.
• Ensure smooth transition from onboarding to retention for new customers with all service level agreements achieved within 90 days of onboarding.
• Drive continuous workflow optimization to achieve improvements in lead time, quality, and cost-efficiency.

• Manage the Operational Support teams to ensure all incoming assets are accurately sorted, and processed according to customer specifications and SLAs.
• Support and consult the Customer Success team in adjusting customer specifications with professionalism and expertise and ensure optimal workflow for customer requests.
• Serve as the central escalation point for all customer-related operational issues, ensuring swift resolution and timely communication.
• Oversee the ticketing system and ensure all operational SLAs are consistently met.
• Analyze recurring requests, operational and escalation issues to conduct root cause analysis, implementing solutions to reduce the volume of requests over time.

• Lead the Quality Assurance (QA) team to drive a culture of quality and continuous improvement across the organization.
• Establish quality policies and standard operating procedures and ensure every department integrates these standards into daily work.
• Continuously review and revise policies, standards, workflow to meet evolving regulations and customer needs.
• Proactively minimize waste, optimize resource utilization and lead time by reducing rework and building a culture of doing things right the first time.
• Implement continuous improvement loops, translating QA insights into actionable training programs and processes, standard adjustments for all Production and Supporting teams.
• Act as the Customer’s Advocate to ensure that customer expectations are not just met but exceeded.

• Lead, mentor, and empower a department of approximately 30 people across 3 distinct teams.
• Foster a highly collaborative, "one-team" culture, breaking down silos between customer-facing and internal production functions.
• Set clear KPIs and development plans for team leaders and individuals, fostering a culture of accountability, data-driven decision-making, and customer-centricity.

• Define, track, and report on key operational metrics, including (but not limited to) customer onboarding time, revenue recognition, rejection rates, sorting accuracy, team productivity, and SLA compliance.
• Identify opportunities for process automation and optimization across the entire customer lifecycle, from ingestion to final delivery.
• Collaborate with the data team to develop and maintain dashboards that provide real-time visibility into the health of customer operations for all stakeholders.

Requirements

• 8+ years of experience in Production and Quality Assurance, with at least 3-5 years in a leadership role managing multiple teams.
• Proven experience in customer service delivery, operations management, or customer success, preferably in a high-volume and fast-changing production environment.
• Exceptional leadership and interpersonal skills with a demonstrated ability to lead, mentor, and unify diverse teams working under a high-pressure environment (both customer-facing and technical).
• Strong project management skills, with a proven ability to manage multiple customer onboarding projects and internal improvement initiatives simultaneously.
• A structured and data-driven mindset; able to analyze operational metrics (quality, throughput, SLAs) to drive performance and process improvements.
• Strong customer management and communication skills, with experience handling customer escalations and translating customer needs into technical workflows.
• Proficiency in operational tools (e.g., CRM, Project Management, Ticketing Systems) and reporting platforms (e.g., Power BI, Tableau).
• Prior experience in BPO, content production, e-commerce operations, or media editing services is a very strong plus.
• Certification in Lean, Six Sigma, or Project Management (e.g., PMP) is a plus.