Head of Community Operations

Company Overview:

Position Overview:

What you’ll be responsible for:

• Design and implement strategies to scale the CommOps team across multiple countries and languages, ensuring exceptional support for our customers.
• Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the team and implemented strategies.
• Work closely with the Data Analytics team to analyze data and generate insights that drive data-driven decisions.
• Create and maintain a strategic roadmap for the development and expansion of the CommOps team.
• Establish feedback mechanisms with our customers to understand their needs and prioritize improvements in products and processes.
• Collaborate with other teams, such as Product and Technology, to solve complex problems and enhance customer experience.
• Promote a culture of continuous improvement and operational excellence within the team.

Experience skills required:

• Significant experience leading operations or customer support teams, preferably in tech environments and scaling operations across multiple countries and languages.
• Advanced analytical skills with a mid to advanced level of SQL.
• Proven ability to solve complex problems and make data-driven decisions.
• Excellent communication and interpersonal skills, capable of effectively interacting with a diverse team.
• Experience in creating and executing strategic roadmaps.
• Deep understanding of operations, beyond just customer support.
• Strong customer orientation and commitment to improving user experience.
• Fluency in English (also Spanish is desirable)