Operations

• Design and own the operating system that connects sales, onboarding, delivery, and retention into one cohesive engine
• Lead a distributed global team across time zones, setting weekly priorities and holding contractors and employees accountable to results
• Own new MRR targets: coordinate SDR activity, manage an outsourced sales team, and close new business personally where needed
• Build an MRR-first model: define packaging, pricing minimums, and scope controls that reduce churn and rework
• Run weekly sales and ops cadences, maintain a live scorecard, and deliver monthly KPI reviews to the Owner
• Strengthen client onboarding, communication standards, and escalation protocols to protect a 95%+ retention target
• Manage capacity planning, contractor coverage, and scheduling to prevent delivery bottlenecks during growth
• Own rolling 13-week cash flow tracking and flag risks proactively
• Build and maintain SOPs, templates, and checklists so the team can execute consistently without heroics
• Track and improve key metrics: MRR health, close rates, on-time delivery, rework rates, and labor cost as % of revenue

Head of Operations

• Own the full revenue engine: pipeline generation, sales execution, client onboarding, delivery quality, and retention
• Lead a distributed global team across multiple time zones, managing performance through clear KPIs and weekly accountability rhythms
• Drive MRR growth by coordinating with in-house and outsourced sales resources, and closing new business personally as needed
• Define and enforce the MRR-first commercial model: packaging, pricing, scope controls, and engagement minimums
• Run weekly sales and operations cadences; maintain live scorecards; conduct monthly reviews with the Owner
• Improve client retention to 95%+ by strengthening onboarding processes, communication standards, and escalation protocols
• Plan and manage team capacity so delivery quality is never sacrificed during growth phases
• Maintain 13-week rolling cash flow visibility and surface financial risks before they become problems
• Build the operational infrastructure—SOPs, templates, checklists—that makes performance consistent and scalable
• Report and improve on core metrics weekly and monthly: MRR health, close rate, delivery timeliness, rework rate, and labor efficiency

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