Arketa

Launch Operations Lead

Arketa

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Salary

💰 $60,000 - $85,000 per year

Job Level

Senior

About the role

  • Support Launch Quality & Reliability
  • Monitor launches and identify moments that require additional coordination or intervention
  • Step in when launch timelines, data, payments, or app readiness create risk
  • Help ensure studios go live with confidence and clarity
  • Resolve Launch-Related Issues
  • Investigate launch-related issues to determine root cause (data quality, formatting, platform constraints, or user error)
  • Schedule time sensitive calls with our partners to provide resolution and real-time support on migration related issues
  • Resolve issues hands-on when possible using existing tools and workflows
  • Coordinate with Engineering on more complex fixes, providing clear context and prioritization
  • Partner Across Teams
  • Work closely with Onboarding to support migrations and early-stage customer setup
  • Act as a point of escalation when launches stall or become high-risk
  • Communicate clearly with internal teams and customers during sensitive moments
  • Improve Operational Rigor
  • Maintain and improve launch workflows, documentation, and escalation paths
  • Track trends across launch issues and resolution timelines
  • Surface insights that inform better training, tooling, or process improvements
  • Contribute as a Utility Player
  • Support adjacent operational workflows when bandwidth allows (e.g., app review follow-ups, launch readiness checks)
  • Perform smaller migrations for our ‘Pro’ (single user) accounts
  • Help unblock launches and reduce operational bottlenecks
  • Bring clarity to fast-moving, ambiguous operational work

Requirements

  • 3–5+ years of experience in onboarding, implementations, customer operations, or technical support at a SaaS company
  • Experience supporting complex customer setups or data migrations
  • Comfortable operating in customer-facing, time-sensitive situations
  • Strong analytical and problem-solving skills
  • Able to work closely with engineers without being an engineer
  • Clear, confident communicator across technical and non-technical audiences
  • Organized, detail-oriented, and calm under pressure
  • Strong ownership mindset and follow-through
  • Nice to Have: Experience with ticketing or issue-tracking tools (Linear, Jira, etc.)
  • Familiarity with payments, subscriptions, or scheduling platforms
  • Background in high-volume SaaS onboarding or implementations
  • Experience at a Series A/B startup
  • Comfort operating across teams without formal authority
Benefits
  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Unlimited PTO and flexible work environment
  • Annual company offsites
  • Wellness reimbursement
  • Catered lunches and snacks in our NYC workspace
  • High ownership, autonomy, and visibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data migrationcustomer onboardingissue resolutionanalytical skillsproblem-solvingoperational workflowsdocumentationdata qualityplatform constraintscustomer support
Soft Skills
clear communicationorganizational skillsdetail-orientedcalm under pressureownership mindsetcollaborationescalation managementadaptabilitytime managementinterpersonal skills