Head of Operations
1 month ago
Isle of Wight
About the Role We’re looking for a Head of Operations / Deputy GM to take full ownership of day-to-day operations, build scalable systems, and lead a high-performing team. This is a high-impact role at a growing SaaS company, with the chance to shape operations from ~$0.8M revenue to the next growth stage. What You’ll Own Customer Operations • End-to-end onboarding, implementation, and training playbooks, • Support & incident management (triage, SLAs, RCA), • Document and automate core SOPs, • Capacity planning, staffing, and vendor management, • Quote-to-cash coordination, billing cadence, and collections hygiene, • Lightweight controls for data privacy and security, • Hire, coach, and retain a small but high-performing team, • Founder spends <15% of time on ops work by Month 3, • Onboarding time ≤60 days, • Support SLAs ≥95% initial response, ≥90% resolution, • Gross revenue retention ≥95%, logo churn ≤5%, • 5–10 years in B2B SaaS operations (startup → scale-up), • Built processes and teams from near zero, • Strong systems thinker with data chops (Excel/Sheets; SQL or BI a plus), • Comfortable with RevOps-adjacent workflows (billing, renewals, forecasting), • Excellent incident commander: calm under pressure, clear communicator, • Clear SLAs, documented playbooks, continuous improvement, • Bias to action, tight feedback loops between customers, ops, and product, • High ownership, low ego, kindness under pressure Why Join Us? • Shape the operations of a fast-growing SaaS company, • Lead a high-impact team and directly influence growth, • Work in a collaborative, high-trust, founder-led environment Apply Now If you’re a systems-driven operator ready to scale operations and grow with a dynamic SaaS business, we want to hear from you!