Head of Operations

About Gigs

Gigs is engineering a comprehensive mobile services operating system, enabling technology companies to seamlessly integrate global connectivity into their offerings. Much like how Stripe revolutionized online payments, Gigs simplifies telecom integration for platforms such as fintech and HR services by automating provisioning and eliminating telecom complexities.

With a team of approximately 150 in the US and Europe, supported by close to $100 million in financing from Ribbit Capital, Google, and Y Combinator, Gigs ranks among the fastest-expanding tech firms. Our team includes seasoned engineers and business experts from companies like Stripe, Airbnb, and Shopify, confronting technical and regulatory challenges to streamline connectivity.

If curiosity, creativity, and shaping telecom's future drive you, this is an exciting opportunity.

Core Values

• Speed: We prioritize rapid progress and adherence to bold deadlines.
• Ownership: Proactive identification and resolution of issues without waiting for permission.
• Customer Focus: Our customers' products are as important as our own.
• Thriving in Ambiguity: Making informed decisions with incomplete data in a complex domain.
• First Principles Thinking: Questioning traditional methods to innovate effectively.

Role Overview

As Head of Operations, you will oversee three critical domains:

1. Partner Onboarding: Manage the entire journey from contract signing to revenue generation by creating and optimizing a standardized, repeatable launch process involving multiple internal teams.
2. Company Operating Rhythm: Lead planning cycles, business reviews, and decision-making forums essential for coordinating over 300 employees, relieving founders from operational duties to concentrate on strategy.
3. Operational Standards: Establish and enforce shared principles, processes, and tooling standards across various operational functions, facilitating consistency and reliability.

Key Responsibilities

• Manage the partner lifecycle from signed deals to live revenue-generating products, creating a clear, repeatable process with accountable owners and timelines.
• Coordinate handoffs among marketing, implementation, product, partner management, and support teams to eliminate bottlenecks and optimize launch speed.
• Develop and share metrics and feedback mechanisms to monitor and improve launch efficiency.
• Design and execute company-wide operating rituals including strategic planning, quarterly goal-setting cycles, leadership synchronization, and business reviews.
• Maintain a transparent goal-setting framework ensuring alignment from leadership to individual teams.
• Create a consolidated source of truth for company KPIs with regular, consistent reviews owned by designated leaders.
• Facilitate clear decision-making forums to surface issues early and maintain operational flow.
• Build a robust escalation system to reduce dependency on founders for daily operational challenges.
• Set cross-functional operational principles and tooling standards for support, growth, people, connectivity, product, legal, and talent operations to reduce fragmentation.
• Collaborate with connectivity operations to ensure service reliability through defined SLAs, clear escalation paths, and quality monitoring.
• Lead the Business Operations team focusing on areas not covered by specific functions, including expansion into new markets and product launches, AI-driven operational efficiency, and overseeing special high-priority projects.

Candidate Profile

• Experience establishing operational infrastructure at rapidly scaling startups, ideally handling growth beyond 250 employees, with firsthand building responsibility.
• Versatile leadership combining hands-on operational execution with strategic business insight.
• Proven track record in managing cross-functional processes ensuring accountability and smooth coordination.
• Strong skills in planning, process design, business reviews, and accountability system development without unnecessary complexity.
• Analytical acumen with the ability to define metrics, utilize data directly, and develop reports independently.
• Goal-oriented, direct communication style with the ability to close operational loops and drive performance culture.
• Demonstrated use of AI technology as a practical tool for operational efficiency rather than just theoretical knowledge.
• Desirable experience includes international expansion, multi-jurisdiction operations, telecom, payments, and API-first infrastructure.
• Candidates must be located in or willing to relocate to New York or San Francisco.

Work Environment

Gigs promotes in-person collaboration for optimal idea exchange and relationship building, supporting flexible remote work when appropriate. Regular presence at company hubs is expected alongside occasional travel for workshops, client meetings, and company events. Offices are designed to foster a comfortable and collaborative atmosphere.

Compensation and Benefits

The compensation package includes a base salary exceeding $300,000 along with significant equity. Additional benefits include stipends for home office setup, professional development budgets, free phone services, and international data plans.