Head of Operations (SG) - SAAS Startup

As the Head of Operations, you must be comfortable in a "hands on, make it happen" environment.
You should be process- oriented, love the devil in the details and appreciate a customer-centric internet business environment. You will operate and coordinate across multiple teams and thrive in a start-up culture. This is a key role in the escalation of the business, ultimately helping the company to
succeed.

To succeed in this role, you need to:

Responsibilities

  • Develop and implement scalable operational processes and integrated systems to drive team efficiency, accurate management reporting, and visibility from on-boarding of customer to renewal
  • Create reports and dashboards that allow teams to effectively measure KPIs and supports recurring reporting needs
  • Own all KPI data sources and reporting for the team, ensuring data integrity and business needs are being met efficiently
  • Analyze internal and external data for anomalies, trends and opportunities for improvement
  • Work closely with the sales team and the merchants through their implementation journey, building good relationships with them while ensuring their success through providing effective advice when needed
  • Be the product expert and empower restaurant partners in getting the best out of the solution
  • Consult and help restaurants identify potential business areas for improvement through diligent monitoring of their usage and performance of the solution
  • Own communication of new processes and procedures and ensure effective adoption by internal stakeholders (e.g. preparing clear documentation, facilitating training sessions as needed, etc.)
  • Lead articulate business direction for a diverse, young team who will report to you
  • Initiating extra activities and other management interventions wherever gaps in the programs/processes are identified or issues arise
  • Be responsible for building reports and presenting them to founders and senior stakeholders
  • Provide high service quality and customer satisfaction
  • Develop and maintain the regular communication cadences across the team

You need to have:

  • Strong data analytics skills, ability to interpret and present data to various audiences
  • Process driven mentality and sound business judgment through analytical thinking
  • Initial operational and analytical experience is a plus
  • People Leadership qualities is a must
  • Driven and confident personality, who can keep a cool head in a crisis

Requirements

  • Bachelor’s degree in Business Administration, Finance, Economics, Computer Science, or related field
  • 5 years and above of relevant work experience, e.g. business operations, product or project management, in a SaaS environment
  • Proven experience with the development and implementation of systems/tool utilized for CRM, Operational Standards, revenue reporting, forecasting etc.
  • Expert level in Excel and Data query tools
  • Strong business-process design experience
  • Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results
  • Able to operate successfully in a lean, fast-paced organization, and to create a vision and organization that can scale quickly
  • Strong written and verbal communication skills, with a track record of presenting to senior management
 

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