Operations Manager - Build & Own

AI Acquisition is a fast-paced, founder-led organisation that builds, tests, and scales businesses quickly. We're seeking an experienced Operations Manager to lead our Customer Success organisation, which has grown rapidly to serve thousands of active clients. As the successful candidate, you will own the P&L, build the accountability infrastructure, manage department heads and account managers, and make key decisions to drive performance.

Key Responsibilities:

• Own the P&L and achieve targets for retention, expansion, and cost-to-serve
• Build the accountability infrastructure from scratch, including account segmentation, escalation paths, and operating cadence
• Manage account management leads and senior operators directly, setting clear expectations and consequences
• Partner with sales and delivery leadership on handoffs, capacity planning, and pipeline-to-onboarding flow
• Hire and develop management depth with the People & Talent team

Requirements:

• Proven experience running a large, metrics-driven operation with a focus on outcomes over narratives
• Direct ownership of an account management, client services, or customer success function at scale
• Verifiable track record of improving P&L, retention, or margin ownership
• Experience building operating infrastructure from scratch and making tough people decisions
• Ability to manage teams of 30+ with direct reports at manager/lead level

Nice to Have:

• Background in a rigorous, systems-driven operations environment
• Experience in agency, advertising, or performance marketing
• Documented improvements in retention or reduced churn
• Experience managing distributed or remote teams

What We Offer:

• Competitive compensation with real authority, accountability, and upside