Design, implement, and continuously improve core operational processes across the organization, ensuring alignment and accountability between teams.
Act as a connective leader between customer-facing teams (Sales, Customer Success, Account Management) and internal teams (Product, Technical Ops, Compliance), ensuring that insights flow seamlessly and execution is coordinated.
Map and improve the full customer lifecycle—pre-sale through implementation to ongoing account success—with a focus on quality, speed, and satisfaction.
Identify opportunities to automate workflows and deploy AI tools internally to increase efficiency, reduce friction, and scale operations.
Take frontline customer feedback and translate it into structured insights for Product; ensure that new product releases are operationalized and successfully adopted across teams and customers.
Track key metrics, and use analytics to guide prioritization, team performance, and strategic improvements.
Play a foundational role in building and scaling the Operations function. Recruit, onboard, and develop a high-performing team over time.
Lead cross-functional initiatives tied to growth, compliance, and process improvement in collaboration with the COO and executive leadership.

7+ years of experience in Operations at a high-growth SaaS company, with increasing levels of leadership and cross-functional responsibility.
Proven success optimizing internal operations and enabling collaboration between sales, customer success, and product teams.
Deep operational understanding of SaaS business models, especially in complex enterprise or government-facing environments.
Strong track record of using AI, automation, or technology tools to drive internal efficiency and scale.
Excellent communication, project management, and organizational skills—able to manage multiple priorities and stakeholders.
Strong analytical mindset; comfortable working with data to guide decisions and performance improvements.
Passion for customer experience, with a "no task is too small" mindset and a drive to ensure excellence at every touchpoint.
Experience in or strong familiarity with public health, community-based organizations, government agencies, or health systems is a strong plus.
Leadership presence with the ability to influence and drive change across teams and levels.

Senior Manager, Operations

Key skills