Operations Manager

The Role

The Senior Operations Manager owns the systems, vendors, and business processes we run on and the roadmap for making them better. This is a senior, hands-on role for an operator who moves comfortably between strategy and execution: owning the vendor and procurement function outright, managing our outsourced delivery partner and customer support team, running the operational cadence behind compliance and IT, and producing the analysis the executive team makes decisions from.

The role exists because operational ownership is currently distributed across the executive team. The Chief Technology Officer owns IT and security, and the Security & Compliance Officer owns risk and certification decisions. This role is the operator who makes those programs run on schedule, and the single owner of the vendor, contract, procurement, and partner-management work that has no home today. The ideal candidate owns problems no one else claims and returns with a recommendation, not a status update. The role reports directly to the CEO and partners closely with the CTO, CRO, Security & Compliance, Finance, and HR.

Key Responsibilities

Vendor, Contract & Procurement

• Own the vendor and contract portfolio end to end: renewal calendar, auto-renewal exposure, in-flight disputes and terminations, and the next action date on every open item
• Lead the SaaS cost optimization program — carry forward savings achieved to date, work the remaining vendor triage list, and report realized savings to the executive team
• Own and complete the procurement workflow rebuild (SharePoint / Power Automate) so requests, approvals, and spend commitments run through a documented process the company can operate without you
• Run vendor diligence and onboarding: commercial terms, security review intake, and handoff of risk classification to the Security & Compliance Officer for decision
• Manage license and entitlement footprint against budget, including the Microsoft 365 seat consolidation and reseller relationship
• Own telephony and infrastructure vendor migrations, including moving company numbers and the IVR off the current provider onto a right-sized platform at materially lower cost.

Outsourced Partner & Support Operations

• Own the relationship with our outsourced delivery partner: account cadence, SOW and commercial terms, resource allocation, escalation path, and performance against expectations
• Manage the customer support team, including the follow-the-sun coverage model across Warsaw, EDT, and PDT, and ensure coverage aligns with employee schedules
• Own support operations and tooling — Zendesk configuration, ticket monitoring integrations with PagerDuty, and the escalation process for named enterprise accounts
• Complete the Help Center migration to Zendesk: agree the new structure, run the remaining article migration, and take the customer-facing FAQ site live
• Report support performance to the executive team and connect it back to retention

Business Operations & Analysis

• Own recurring executive and board-level reporting — revenue, retention, pipeline, support, headcount, and vendor spend — along with the underlying data definitions, so the numbers reconcile across systems
• Establish and run the operating cadence: KPI reviews, ELT reporting, and the metrics dictionary that keeps reporting consistent quarter over quarter
• Partner with Finance team on budget vs. actual, SaaS and vendor spend, cash forecasting inputs, and unit economics
• Lead cross-functional initiatives from problem definition through implementation and adoption, including process redesign across Revenue, Finance, and Support
• Turn open-ended executive questions into analysis and a clear recommendation with tradeoffs stated
• Set direction on shared operational workstreams and serve as the senior operational reference point for the Operations Associate

Systems, Automation & AI

• Own the tech-stack roadmap: which systems the company runs on, how they integrate, and what gets consolidated or retired
• Act as business owner for the core stack — Salesforce, Jira, Confluence, Zendesk, MS365, and Claude — including data model, permissions, and workflow design, working with dedicated administrators where they exist
• Own revenue systems architecture: lead routing and capture, opportunity and renewal hygiene, forecast fields, and the ARR/NRR reporting methodology built on top
• Design and strategize internal automation: system integrations, AI and agentic workflows, and reporting pipelines that replace manual reporting and handoffs
• Set standards for AI tooling across the company — where it is used, how outputs are reviewed, and what data may be put into it
• Maintain the integration and automation inventory, including third-party OAuth grants, so nothing is running unowned

Compliance & Risk Operations

• Risk classification, certification decisions, and audit positions are owned by the Security & Compliance Officer. This role owns the operational execution that keeps those programs on schedule:
  • Run the operating cadence for the Vendor Management Policy and quarterly User Access Reviews, including evidence collection and closure of findings
  • Own the certification and audit calendar — ISO 27001 surveillance, SOC 2 Type II follow-up on prior-period findings, customer-required sustainability assessments, and UK public-sector certifications — driving deadlines, evidence packaging, and remediation follow-through to closure
  • Own employee lifecycle controls alongside IT: provisioning, equipment, access, and same-day offboarding, plus the documented evidence trail each one requires
  • Maintain the policy library and its annual review cycle, and drive attestation and security training completion to 100%
  • Support customer security questionnaires, DPAs, and vendor security reviews
  • Maintain the risk register and report open findings, aging, and owners to the executive team

Website & Digital Operations

• Own the company website end to end as both technical and business owner: hosting account, theme and build status, agency or contractor relationships, and release coordination
• Own web forms, lead capture, routing, and tracking, in partnership with Revenue and Marketing
• Maintain the internal knowledge base of playbooks, runbooks, and process documentation, and hold process owners accountable for keeping theirs current

What We’re Looking For

• 5–8+ years in business operations, vendor and procurement operations, revenue operations, or a comparable cross-functional operations role. Experience at a SaaS company is required.
• Demonstrated ownership of a vendor or procurement portfolio, including negotiating renewals and delivering measurable cost savings
• Experience managing an outsourced or offshore delivery partner — holding a vendor to an SOW, not just working alongside their people
• Experience managing a support or service team, including coverage models across time zones
• A track record of owning a process or system end to end rather than administering one — has built something that outlived their own involvement
• Hands-on depth in Salesforce, plus fluency in at least one other core business system; able to design a data model, not just maintain records
• Working knowledge of SaaS security and compliance practice — SOC 2, ISO 27001, vendor and third-party risk, access controls — and comfort running the evidence and cadence work an audit requires
• Demonstrated use of AI tools to do real work — automation, analysis, and drafting — and a point of view on where they should and should not be applied
• Strong analytical skills, comfortable in spreadsheets and reporting tools, and able to defend how any number was calculated
• Excellent written communicator — can produce the one-page memo an executive can act on
• Comfortable operating without a playbook in a lean, fast-moving company, at high visibility with the executive team
• Bonus: experience at a company following a carve-out or separation, or scaling operations in an organization under 100 people

What Success Looks Like

• First 30 days: every open vendor, contract, certification, and in-flight project has a documented status, owner, and next action date — nothing is running on memory
• First 90 days: the near-term certification deadlines are met or formally extended, the support team has a stable coverage model and a single escalation path, and there is a prioritized plan for what to fix, consolidate, or automate
• By six months: procurement runs through a documented workflow, executive reporting comes from a single reconciled source, and vendor and access review cycles run on schedule without reminders
• By twelve months: measurable reduction in SaaS and vendor spend, manual reporting hours materially down, the Help Center and website fully transitioned, and compliance evidence audit-ready on request