Head of Operations

About Gigs

Gigs is developing an innovative operating system for mobile services, enabling technology companies to seamlessly incorporate global connectivity into their products. Much like how Stripe makes payment integration effortless, Gigs simplifies telecom connectivity, automating the provisioning process and eliminating telecom complexities for clients ranging from fintechs launching mobile offerings to HR platforms managing work phone plans.

Supported by nearly $100 million in funding from investors such as Ribbit Capital, Google, and Y Combinator, Gigs employs about 150 professionals across the US and Europe. Our dynamic team includes engineers, product experts, and business leaders from prominent companies like Stripe, Airbnb, and Shopify, dedicated to overcoming complex technical and regulatory challenges to streamline connectivity.

Cultural Values

• Speed: We prioritize swift action and shipping, adhering to strict deadlines and treating every week as critical.
• Ownership: We empower individuals to identify and resolve issues proactively without waiting for approval.
• Customer Obsession: We treat our customers' products as if they were our own.
• Comfort with Ambiguity: Building frontier technology requires sound judgment and decisiveness amid incomplete information.
• First Principles Thinking: We question traditional methods, focusing on the underlying reasons behind processes.

Role Overview

The Head of Operations will be responsible for three main domains:

1. Partner Onboarding and Revenue Activation: Streamline the journey from signed contracts to live revenue by consolidating fragmented responsibilities across marketing, implementation, product, partner management, and go-to-market teams into a cohesive, repeatable process.
2. Company Operating Cadence: Manage all planning cycles, business reviews, leadership meetings, and decision-making forums essential for a company exceeding 300 employees, currently draining founders' time away from strategic activities.
3. Business Operations and Operational Standards: Establish and lead operational practices, tooling conventions, and process standards across diverse functional operations teams such as support, growth, people, connectivity, product, legal, and talent operations.

Key Responsibilities

• Oversee the partner and customer lifecycle from contract signing through activation to live revenue generation.
• Develop and implement a standardized launch process with clear phases, responsible owners, timelines, and readiness criteria to ensure consistency and efficiency.
• Coordinate handoffs between go-to-market, partner management, implementation, product, and support functions to eliminate bottlenecks.
• Continuously reduce launch timelines and increase transparency on these metrics throughout the company.
• Create feedback mechanisms to identify and address issues affecting launch progress.
• Design and facilitate organizational rituals such as annual planning, quarterly goal-setting cycles, leadership sync-ups, and business reviews.
• Implement goal-setting frameworks ensuring alignment from leadership to individual teams.
• Maintain a centralized data repository for company-level KPIs and lead consistent business performance reporting on a monthly and quarterly basis.
• Manage decision-making forums to ensure early identification and resolution of challenges.
• Develop an operational escalation system that reduces reliance on founders as the default path.
• Define shared operating principles and streamline process and tool standards across functional operations teams to avoid fragmentation and local optimization.
• Collaborate with connectivity operations on reliability standards, including SLAs, escalation protocols, and quality controls for provisioning and activation.
• Lead the BizOps team, handle expansion operations by supporting new market and product launches, manage AI-driven operational efficiency projects, and oversee high-priority cross-functional initiatives requiring dedicated ownership.

Candidate Profile

• Experience building operational infrastructure at high-growth startups or scaleups, preferably during phases exceeding 250 employees, with a focus on creating rather than inheriting processes.
• Ability to manage both hands-on operational execution (processes, launches, team leadership) and strategic business direction simultaneously.
• Demonstrated success in cross-functional process ownership, including managing handoffs, accountability, and sustained follow-through.
• Strong skills in planning, processes, business reviews, and accountability systems without unnecessary complexity.
• Proficient in defining performance metrics, analyzing data, and producing reports independently.
• Proactive pace-setter and culture driver who closes feedback loops and raises operational standards.
• Proven use of AI as a practical tool to increase operational efficiency with measurable results.
• Additional experience or familiarity with international expansion, market launches, multi-jurisdiction operations, telecom, payments, or API-first infrastructure is advantageous.
• Location requirement: based in or willing to relocate to New York or San Francisco.

Work Environment and Benefits

Gigs believes strongly in the value of in-person collaboration within their thoughtfully designed, home-like office spaces. While some remote work is encouraged where appropriate, regular presence in their hubs and occasional travel for workshops, customer engagements, and bi-annual company off-sites are expected.

Compensation includes a base salary of $300,000 or higher, alongside a significant equity stake. Benefits extend to stipends for home office setups, budgets for personal growth and development, plus provision of a free phone with international data plans.