Operations

• **What You’ll Own****1. Operational Execution**
• - Build and maintain the operating cadence of the entire company
• - Run weekly standups, sprint reviews, and cross-functional syncs
• - Ensure priorities are executed on time, every time
• - Develop dashboards for SLAs, product delivery, and reliability
• **2. Support & Customer Operations**
• - Maintain best-in-class support SLAs
• - Oversee ticket management, escalation paths, QA of responses
• - Identify patterns in support and feed them into product/engineering
• **3. Engineering & Product Coordination**
• - Facilitate sprint planning and execution
• - Ensure engineering deadlines are realistic and met
• - Unblock bottlenecks across engineering, QA, and product
• - Build the communication layer between product, engineering, and support
• **4. Compliance & Reliability**
• - Manage SOC2 initiatives, audits, and ongoing compliance
• - Oversee GDPR processes (DSARs, deletion workflows, DPIAs)
• - Tighten privacy ops, logging, and risk mitigation
• **5. Cross-Functional Alignment**
• - Create company-wide visibility into priorities
• - Ensure everyone is working on what matters most
• - Build operational clarity, documentation, and SOPs
• **6. Team & Vendor Oversight**
• - Manage contractors, LATAM talent, and global contributors
• - Implement performance standards and accountability systems
• - Optimize tooling and operational workflows (Crisp, Basecamp, HubSpot, etc.)
• **What You’ll Build in Your First 90 Days**
• - A predictable weekly operating rhythm
• - A unified KPI dashboard for operations
• - A clean support workflow with <24h first-reply time
• - A repeatable engineering release cadence
• - An org-wide roadmap with true visibility
• - A compliance process that doesn’t rely on the founder
• - SOPs for the highest-friction areas of the business
• You will take ownership of the machine so the CEO can focus on growth, partnerships, brand, and strategy.
• **What Success Looks Like in 12 Months**
• - 90% of operational fires never reach the CEO
• - Release cadence increases 50–100%
• - Support meets or exceeds SLAs consistently
• - Internal communication becomes predictable and structured
• - Churn decreases due to operational improvements
• - Compliance becomes a non-issue
• - Engineering executes without drama or drift
• - Company runs smoother than it ever has

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