Founding Customer Operations Lead

Founding Customer Operations LeadIn‑person • Union Square, NYCThe quick pitchOwn an enterprise book of business, run QBRs with C‑suites, and shape what we ship next, while building the post‑sale function from scratch alongside the CEO.Our missionOur mission is to help businesses decrease CAC and increase LTV (the 2 most important metrics for any business) by leveraging insights from their greatest asset — their customer interactions. Most companies are data‑rich and insight‑poor: they sit on millions of customer interactions (calls, chats, SMS, emails). These interactions hold the answers to falling conversion rates, rising CAC, and shrinking LTV, but extracting those answers is extremely labor-intensive. Therefore, they still operate on hunches.Our beachhead is automating quality assurance. We deliver high-accuracy QA across 100% of calls in less than 2 weeks. As one customer said, “Voiceops finally solved a problem for us we’ve been trying to solve for 10 years.”Now our customers are pulling us into their most strategic initiatives. Our data structuring engine, which delivers high accuracy QA, now helps enterprises plug revenue leaks, diagnose policy shifts, and squeeze more value from nine‑figure marketing budgets. The era of hunches is over; we turn conversations into concrete growth levers.Why this role existsOur founding sales team is building tons of pipeline, which means I’m on sales and recruiting calls all day. With new customers onboarding, and a highly strategic set of existing customers, we need an amazing operator to professionalize post‑sale, deepen partnerships, ensure our clients hit their business goals, and make sure every meeting feeds the product roadmap.What you’ll doRun enterprise launches: own project plans, integrations, and stakeholder wrangling until “time‑to‑value” is a bragging metric (or, as we like to say, until we reach “undeniable value”).Own customer outcomes: define success metrics, run QBRs with exec teams, and prove ROI that lands with CFOs.Build strategic / account-expanding relationships: get close with execs, find their largest problems, and build strategic partnerships around AI strategy writ large.Be the product/feedback flywheel: surface product gaps, push fixes over the line, and close the loop with customers.Build the function: design playbooks, reporting, and eventually hire the team that scales it all.Growth pathBuild the function → hire your team → evolve into Head of Customer Outcomes within 18‑24 months.What makes you a fitCredibility with C‑suites and front‑line managers alike (aka people trust you fast).Expert-level at project management: you nail timelines, anticipate risks, and clarify ownership.Storyteller who ties metrics to business value.Comfortable negotiating scope, priorities, and resources under tight deadlines.Move in hours and days, not weeks and months.Experience with complex enterprise rollouts (multi‑stakeholder, data, security, IT).Hunger to build. This is “zero‑to‑one CS,” not “keep the lights on CS.”Good product intuition and comfortable with technical details — you dont have to code, but you should love spreadsheets, usage data, AI accuracy metrics, and similar technical data.About VoiceopsWe’ve raised $5M from some of the best early-stage investors (Bonfire Ventures, Twelve Below, Village Global, Not Boring Ventures). Our team brings a decade of experience in quality assurance and contact center analytics. We work with profitable enterprises with $50M to $2B in annual revenue who see us as a core business investment, not as experimental AI budget. Our culture is rigorous, curious, and optimistic.If this piques your interest, let’s talk.

Created: 2025-07-09