Operations Manager - Build and Own

About the role

AI Acquisition is a founder-led, fast-moving business running acquisition, coaching, SaaS and performance marketing operations. Its Customer Success organization has grown rapidly with thousands of active clients, a high monthly intake of new accounts and a large distributed team of account managers. The company needs a hands-on operator to run the organization day to day, owning the P&L, building the accountability infrastructure from scratch and making the hard calls when performance or capacity issues arise.

Key responsibilities

• Own the P&L of the function: targets, retention, expansion and cost-to-serve
• Build the accountability infrastructure from scratch: account segmentation by risk, escalation paths, quality guardrails, scorecards and operating cadence
• Directly manage account management leads and senior operators, setting clear expectations and consequences
• Partner with sales and delivery leadership on handoffs, capacity planning and pipeline-to-onboarding flow
• Partner with People & Talent to define management profiles and standards
• Free the founders from day-to-day operational firefighting

Required profile

• Experience running a large, metrics-driven operation and turning recurring problems into documented systems
• Direct ownership of an account management, client services or customer success function at scale, with verifiable P&L, retention or margin results
• Built operating infrastructure from scratch, not inherited or fractional
• Made hard people decisions such as exits, restructures and performance management
• In-house operating experience, not exclusively consulting or fractional work
• Managed teams of 30+ with direct reports at manager/lead level
• Nice to have: background in systems-driven operations (e.g. Amazon-style), agency or performance marketing experience, documented improvement in retention or reduction in churn, experience managing distributed teams

The selection process includes a working exercise where candidates solve a real operating problem. Compensation is competitive and details are confirmed during the process.