Director of Operations, Product, Engineering & Technical Solutions

What you'll do

• Set the operations strategy for Product, Engineering, and Technical Solutions to define priorities and accountability.
• Build and analyze measurements like cost to serve to provide data-driven points of view for the executive team.
• Reduce operational overhead by setting automation goals and making build-vs-buy decisions for internal tooling.
• Redesign core processes including triage, feature requests, delivery, and product feedback loops to improve client satisfaction.
• Manage PETS operating cadences such as quarterly roadmap planning, annual planning, and All Hands meetings.
• Oversee systems including contracting, budgeting, and IT setup for the PETS organization.
• Lead, coach, and develop a team of Operations Managers and an Applied AI Engineer.

What we're looking for

• Experience leading operations for Product, Engineering, and/or Technical Solutions teams at a high-growth startup.
• Track record of setting operations strategy and driving change through teams you don't manage, including pushing senior leaders.
• Experience building measurements from no baseline, such as cost to serve, capacity, or unit economics, to influence real decisions.
• Fluency in how engineering teams work, including SDLC, triage, and process.
• Experience leading and developing a high-performing team with a focus on career growth.
• Based in New York and able to work from the Union Square HQ four days a week.
• Led build-vs-buy decisions on automation or internal tooling (preferred).
• Redesigned an operating cadence, including cutting one that was not creating value (preferred).