Head of Operations

Summary

Join LifeLabs Learning as their first Head of Operations! In this remote, full-time role, you will be responsible for scaling and streamlining operations, ensuring excellent client experiences. Reporting to the CEO, you will focus on operational strategy and client success, optimizing resources, tools, and workflows. You will lead and develop customer success and product implementation teams, driving world-class client outcomes. The role offers a competitive salary ($160,000-$180,000 base plus bonus), equity, and a comprehensive benefits package. LifeLabs Learning is committed to providing a supportive and inclusive work environment.

Requirements

• 10+ years of progressive experience in operations, client integration/success, and/or fulfillment leadership roles, with a proven track record of driving organizational success
• Deep expertise in operational strategy, resource planning, and process optimization
• Strong background in client experience design, with an emphasis on creating scalable systems and processes
• Exceptional leadership and team development skills, with the ability to inspire and grow high-performing teams
• Proven ability to manage complex projects, budgets, and cross-functional initiatives
• Advanced proficiency in operational tools and technologies, including resource planning and knowledge management platforms
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• Excellent communication and stakeholder management skills, with experience presenting to executive audiences

Responsibilities

• Define and drive a client success operational strategy that supports growth, efficiency, and client satisfaction
• Oversee scalable systems, processes, and data flow across teams
• Partner with executive leadership to align operations with business objectives and revenue goals
• Monitor key performance indicators (KPIs) and implement continuous improvements
• Serve as the central contact for operational alignment across Product, Sales, Finance, and Growth teams
• Work with senior leaders to optimize processes, tools, and strategies for performance improvement
• Drive operational efficiency in revenue and resource planning
• Optimize resource planning and team utilization for seamless program delivery
• Manage scheduling systems to balance workforce efficiency and client needs
• Oversee technology platforms, reporting, and key operational KPIs
• Lead program fulfillment, ensuring smooth execution and high-quality delivery
• Develop a strategy to enhance client experiences from onboarding to program completion
• Partner with Sales and Product teams to integrate client feedback into operations
• Act as an escalation point for client issues, ensuring swift resolution
• Define team structure, roles, and workflows to support operational goals
• Mentor and develop team members, fostering a culture of learning and excellence
• Champion diversity, inclusion, and accountability within the operations team

Benefits

• Medical, dental, and vision insurance
• 401(k) match
• Flexible vacation policy
• 13 company holidays
• Kind Fridays
• Clean Break (company closure during the last week of the year)
• Health & Wellness stipend
• Technology stipend
• Peer coaching
• Equity
• 20% success share (bonus)