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Head of Operations
hace 24 horas
UENI (“you and I”) is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.
**The Role**
We’re looking for a hands-on, process-obsessed **VP of Operations** to lead and scale our service delivery. This is a senior operational role — not an advisory or C-level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.
You will drive operational efficiency across the organization
- Website Fulfillment & Edits
- Marketing Services Delivery
- Customer Support
- Customer Success & Retention
You’ll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.
**Key Responsibilities**
- Drive KPIs in day-to-day operations across fulfillment, support, and customer-facing teams.
- Audit current processes and lead end-to-end redesign of operational workflows.
- Identify and implement process improvements that reduce cost, increase speed, and maintain quality.
- Standardize delivery playbooks and SOPs across teams and geographies.
- Define and track KPIs related to efficiency, unit economics, SLAs, and customer satisfaction.
- Drive operational excellence through automation, tools, and team alignment.
- Manage and coach mid-level operational managers.
- Act as a key voice in company leadership — bringing operational clarity to strategy discussions.
- Build scalable systems to support growth while maintaining affordable service for customers.
**What We're Looking For**
**Must-Have Experience**
- 7+ years leading operations in a tech-enabled services or SaaS environment
- Proven success scaling operations while improving unit economics
- Experience managing fulfillment and customer-facing service teams
- Deep familiarity with service metrics (e.g., cost per order, time-to-fulfillment, CSAT, churn)
- Comfortable going deep into processes, data, and team-level execution
- Experience driving implementation of new tools / AI across organizations
**Highly Desirable Experience**
- Website building, marketing tech, or agency/managed service background
- Lean, Six Sigma, or other process improvement frameworks
- Experience implementing AI or automation into workflows
- Familiarity with tools like Zendesk, Notion, Airtable, Slack, Asana, Jira
**You Are**
- A doer — not just a strategist
- Detail-oriented and highly analytical
- Obsessed with process, systems, and scalable solutions
- A strong people leader who builds trust and sets high standards
- Customer-centric — you care deeply about the experience we deliver
- Great communicator
**Why UENI?**
- Mission-driven company serving real-world entrepreneurs
- Opportunity to reshape how digital services are delivered at scale
- Work closely with a passionate founding team
- Remote-friendly and flexible culture
- Competitive compensation
Pay: $7,000.00 - $100,000.00 per month
**Language**
- Fluent English (required)
