Head of Operations

About the Role We're looking for a strategic leader to own the full partner growth lifecycle from sign up to long-term retention at scale. In this role, you'll define the operating model, set the growth strategy across partner segments, and build the organization required to expand into new markets. You'll partner closely with Product and Engineering to drive platform scalability, while leading the shift toward AI-enabled, product-driven operations.

Responsibilities

Onboarding Strategy & Funnel Ownership:

Define the strategic vision and operating model for mid-to-long-tail partner self sign up. Set the framework for stage-level success metrics and conversion targets, and lead the organization to continuously raise the bar on onboarding efficiency and speed-to-value for new partners. Partner Growth Strategy

: Develop differentiated growth strategies for partner segments based on business potential and lifecycle stage. Build the systems and frameworks that enable merchants to scale from launch to sustainable performance. Retention & Ecosystem Health:

Define the partner health framework and establish the strategic approach to churn prevention and long-term loyalty. Identify systemic risks across the partner base and drive cross-functional alignment on retention programs, platform incentives, and product investment priorities. Platform Scalability & Productization:

Drive the strategic roadmap to shift from manual, people-heavy operations to scalable, product-driven models. Partner with Product and Engineering to define the long-term self-service vision and prioritize investments that unlock sustainable, cost-efficient merchant management at scale. Organization Building

: Define the team structure and operating cadence required to support rapid expansion into new cities and markets. Create a culture of data rigor, ownership, and continuous improvement. AI & Innovation Leadership:

Set the direction for AI adoption within the merchant operations function. Identify high-leverage opportunities to embed AI into core workflows, and build organizational capability to operate at the frontier of AI-enabled operations.

Qualifications

10+ years of experience in platform operations or partner growth, with a track record of setting and executing strategy at scale. Proven experience building and leading large teams, including developing leaders and scaling organizations across geographies. Strategic thinker with strong commercial instincts, able to translate ambiguous business challenges into clear priorities, resource decisions, and measurable outcomes. Experience driving product-operations partnerships at a senior level, with the ability to define long-term platform direction and influence roadmaps. Strong executive presence and cross-functional influence — comfortable operating at the intersection of operations, product, technology, and senior leadership. Genuine curiosity about AI and emerging technologies, with the vision to apply them at an organizational level. English communication proficiency is required