Description
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. As the ideal candidate, 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.
Requirements You have experience running a large, metrics-driven operation and turning recurring problems into documented systems. You're familiar with agency, high-growth SaaS, or high-volume service operations. Your background includes direct ownership of an account management, client services, or customer success function at scale, with verifiable P&L, retention, or margin ownership improvements.
Key Responsibilities
- 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
What We Offer Competitive compensation with the role's scope and accountability.
Our Process After an initial conversation, our process includes a working exercise: we'll give you a real operating problem and ask you to show us how you'd size it up and fix it.