Operations Lead

Job description

ABOUT THE ROLE We’re hiring an Operations Lead to own one of the most important moments in the customer journey: a customer’s first operational experience with SuperDial. This role owns trial execution from customer and use-case intake through results delivery and handoff into deployment. You’ll work closely with Sales, Customer Success, Product, Engineering, Quality, and Agent Operations to ensure trials are clearly scoped, operationally sound, measured accurately, and translated into insights that help customers and internal teams make confident decisions. This is not a coordination role. We’re looking for a strong operator who can bring structure to ambiguity, diagnose what is driving performance, and build repeatable systems that make trial operations more consistent, measurable, and scalable. This role will report to the Director of Agent Operations and is based in New York, NY with a hybrid in-office model. WHAT YOU’LL OWN CUSTOMER USE-CASE TRANSLATION - Partner with Sales and Customer Success to understand each customer’s workflow, use case, success criteria, constraints, and decision-making context. - Translate ambiguous customer needs into clear operational requirements, workflows, scripts, inputs, quality expectations, and success metrics. - Identify risks early, including unclear scope, poor input quality, workflow complexity, missing context, AI performance gaps, or operational execution issues. PERFORMANCE, METRICS, AND COMMERCIAL INSIGHT - Track and improve key trial metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment. - Use data and operational judgment to understand what is driving performance. - Distinguish between one-off execution misses and deeper systemic issues across inputs, workflow design, scripting, AI behavior, tooling, quality review, or process. - Surface crisp, commercially relevant insights that inform customer conversations, expansion opportunities, deployment readiness, and internal prioritization. CROSS-FUNCTIONAL EXECUTION - Partner with Agent Operations, Product, Engineering, Quality, Customer Success, and Sales to resolve issues that impact trial performance. - Drive corrective actions across workflows, scripts, inputs, quality review, tooling, automation behavior, and operating processes. - Escalate thoughtfully and ensure the right owners have the right context to act. - Ensure customer context, trial learnings, scripts, workflow nuances, quality issues, and operational decisions are clearly handed off to the deployment operator or steady-state owner. OPERATING SYSTEM AND AI-ENABLED WORKFLOW BUILDOUT - Create and improve trial playbooks, intake templates, operating cadences, dashboards, runbooks, escalation paths, and handoff processes. - Use AI tools, automation, and structured workflows to reduce manual effort, improve consistency, and make trial operations more scalable. - Turn recurring pain points into repeatable systems, templates, prompts, workflows, or tooling improvements. - Partner with Product, Engineering, and Agent Operations to understand where AI behavior, workflow logic, tooling, or input quality is affecting trial performance. WHAT SUCCESS LOOKS LIKE FIRST 30 DAYS - You understand SuperDial’s trial motion, customer use cases, workflow types, internal handoffs, and current operating pain points. - You have built strong working relationships with Agent Operations, Sales, Customer Success, Product, Engineering, and Quality. - You understand how trial performance is measured today and where visibility, consistency, or ownership needs to improve. FIRST 60 DAYS - You are independently managing trial execution for a meaningful portion of the sales pipeline. - Trial intake, tracking, quality review, and stakeholder communication are more structured and consistent. - You are identifying recurring operational issues and turning them into better processes, templates, metrics, handoffs, and AI-enabled workflows. FIRST 90 DAYS - You are owning trial operations across Sales with limited dependency on others. - Trial health is measured through clear operating metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment. - Sales and Customer Success have clearer, more actionable trial results to use in customer conversations. - Handoffs from trial into deployment are cleaner, with less lost context and fewer preventable execution gaps. - The trial operations motion is becoming more repeatable, scalable, and insight-driven. WHO YOU ARE - You are a high-ownership operator who enjoys turning ambiguity into structure. - You are not an order taker; you clarify the problem, build the plan, drive execution, and communicate progress. - You make strong decisions with imperfect information and know when to solve, escalate, or bring others in. - You are structured, metrics-oriented, and comfortable managing multiple moving pieces without losing sight of outcomes. - You can diagnose performance issues, identify root causes, and separate symptoms from systemic problems. - You communicate clearly and can translate operational detail into customer, commercial, and leadership-ready context. - You build trust across functions and work effectively with Sales, Customer Success, Product, Engineering, Quality, and Operations. - You are comfortable using AI tools and automation to improve how work gets done. - You raise the quality bar while keeping the work moving. - You are excited to build systems in a high-growth environment where the playbook is still being written. WHAT YOU BRING - 7+ years of relevant experience in operations, strategy and operations, product operations, implementation, technical solutions, customer operations, consulting, or another execution-heavy environment. - Experience owning complex workflows, customer deployments, internal systems, operational processes, or cross-functional initiatives end-to-end. - Experience operating in a customer-facing or commercially visible environment where quality, speed, communication, and outcomes all matter. - Strong ability to define metrics, diagnose quality or performance issues, and communicate outcomes clearly. - Demonstrated ability to work cross-functionally across Sales, Customer Success, Product, Engineering, Quality, or Operations. - Strong analytical judgment and comfort using spreadsheets, dashboards, structured analysis, or operational data to investigate problems and drive decisions. - Experience using AI tools, automation, dashboards, spreadsheets, or workflow systems to improve operational quality, speed, visibility, or repeatability. NICE TO HAVE - Experience in healthcare, revenue cycle management, call center operations, marketplace operations, workflow automation, or other operationally complex environments. - Experience with AI-enabled workflows, automation, QA/QC systems, workflow tooling, routing logic, or data-heavy operations. - Experience in implementation, technical customer success, product operations, pre-sales/post-sales solutioning, or consulting. - Experience in a high-growth startup or scaling environment where processes and systems are still being built. - Experience partnering with offshore teams, BPOs, vendors, or external delivery partners. LOCATION This role is based in New York, NY and follows a hybrid in-office model. COMPENSATION & BENEFITS The base salary range for this role is $130,000–$165,000, depending on experience, skill set, level, and fit. This role is also eligible for equity as part of SuperDial’s total compensation package. SuperDial offers a competitive benefits package, including: - Health benefits - 401(k) plan - Equity - Unlimited PTO - 16 weeks of parental leave Final offers are determined based on candidate experience, demonstrated capabilities, internal equity, and alignment with SuperDial’s leveling framework.