Operations Manager - Build & Own

AI Acquisition is a fast-paced, founder-led organisation that builds, tests, and scales businesses quickly. We're looking for an experienced Operations Manager to lead our Customer Success organisation, which has grown rapidly to serve thousands of active clients and has a large distributed team of account managers.

As the Operations Manager, you will own the P&L, build the accountability infrastructure from scratch, manage department heads and account managers directly, and make tough decisions when performance or capacity issues arise. You will be a hands-on operator, not an advisor or strategist.

Requirements

• You've run a large, metrics-driven operation and turned recurring problems into documented systems
• Direct ownership of an account management, client services, or customer success function at scale
• Verifiable P&L, retention, or margin ownership improved during your specific tenure, with real numbers
• Built operating infrastructure from scratch, not inherited or fractional
• Made hard people decisions: exits, restructures, real performance management
• Managed teams of 30+ with direct reports at manager/lead level

What You'll Own

• P&L Ownership: full ownership of the function, including targets, retention, expansion, and cost-to-serve
• Operating System: build the accountability infrastructure from scratch, including account segmentation, escalation paths, quality guardrails, scorecards, and operating cadence
• Direct Management: direct management of account management leads and senior operators
• Cross-Functional Partnership: partner with sales and delivery leadership on handoffs, capacity planning, and pipeline-to-onboarding flow
• Hiring & People Ops: partner with People & Talent to build management depth
• Founder Leverage: free the founders from day-to-day operational firefighting so they can focus on vision, growth, and external relationships

Benefits

• Competitive compensation with the role's scope and accountability