Design and own the operating system that connects sales, onboarding, delivery, and retention into one cohesive engine
Lead a distributed global team across time zones, setting weekly priorities and holding contractors and employees accountable to results
Own new MRR targets: coordinate SDR activity, manage an outsourced sales team, and close new business personally where needed
Build an MRR-first model: define packaging, pricing minimums, and scope controls that reduce churn and rework
Run weekly sales and ops cadences, maintain a live scorecard, and deliver monthly KPI reviews to the Owner
Strengthen client onboarding, communication standards, and escalation protocols to protect a 95%+ retention target
Manage capacity planning, contractor coverage, and scheduling to prevent delivery bottlenecks during growth
Own rolling 13-week cash flow tracking and flag risks proactively
Build and maintain SOPs, templates, and checklists so the team can execute consistently without heroics
Track and improve key metrics: MRR health, close rates, on-time delivery, rework rates, and labor cost as % of revenue

Demonstrated experience building a services firm from early stage to $1–$5M in recurring revenue
Proven track record owning both the revenue side (sales, pricing, pipeline) and the delivery side (staffing, retention, client experience)
Hands-on experience selling and delivering monthly recurring services: bookkeeping, accounting/CAS, fractional CFO, IT managed services, or similar
Experience improving client retention through structured onboarding, expectation management, and proactive escalation
Experience managing distributed or global teams, including contractors, across multiple time zones
Data-driven operator: you run weekly scorecards and make decisions with numbers, not gut feel
Must have prior remote work experience, be proficient with remote collaboration tools (Slack, Zoom, ClickUp, Google Workspace, or similar), and have ideally worked with US or UK-based companies.

Head of Operations

Key skills