Head/Director of Operations

About the role

AI Acquisition is a fast‑moving, founder‑led business that runs acquisition, coaching, SaaS and performance‑marketing operations. We need a hands‑on Head/Director of Operations to own the Customer Success organization’s P&L, build the operating system from the ground up and lead the team day‑to‑day.

Key responsibilities

• Full P&L ownership for the Customer Success function, including targets, retention, expansion and cost‑to‑serve.
• Design and implement an accountability infrastructure: account segmentation, escalation paths, expectation‑setting guardrails, scorecards and quality assurance.
• Directly manage account‑management leads and senior operators, setting clear expectations and making tough decisions on exits, restructures and resets.
• Partner with sales and delivery leaders on handoffs, capacity planning and onboarding flow to address root‑cause issues upstream.
• Work with People & Talent to define hiring profiles, raise the bar for management depth and support growth.
• Free founders from operational firefighting so they can focus on vision, growth and external relationships.

Required profile

• Extensive experience in a marketing, advertising or performance‑marketing agency, preferably leading account‑management or client‑services functions.
• Proven track record of building operational systems that reduce reliance on individual heroics.
• Strong analytical mindset with the ability to diagnose performance variation and implement systematic solutions.
• Comfortable making hard personnel and structural decisions without deferring upward.

Required skills

• Deep knowledge of agency‑style account management processes.
• Experience with P&L management and financial accountability.
• Ability to design and enforce operational frameworks (segmentation, escalation, scorecards).
• Cross‑functional partnership skills with sales, delivery and talent teams.