Head of Operations

Descrição

About Wonderly Wonderly is an end-to-end verticalized AI-native OS for home services businesses. We own the entire system of record, all business applications (we replace ServiceTitan, House Call Pro, RingCentral, Squarespace, Docusign, Square, and a dozen other applications), and dozens of AI agents ourselves embedded natively inside our business applications, with native data read & write access to our system of record. As a result, we can deploy dozens of production-ready AI Agents to our customers in under 30 minutes with no FDEs, no integrations, and no data cleaning work. Wonderly has the most result-driven business model, because we’ve proven our system and AI Agents work. We are not trying to sell our customers a dream - we deliver real revenue and profit to our customers. All of our software and AI Agents are free - we charge a % of revenue we deliver for our customers. Each of our 10+ core AI Agents help improve their revenue by 5-20%. This is the ultimate outcome-based pricing, only possible when you own the entire end-to-end system and all the agents yourself. Wonderly already has PMF and has gone from 0 → 1 (we are happy to share more over a call), with very clear moat and deep industry knowledge that took a team of 70 hardcore A-players 18 months of stealth to build. We believe Wonderly has the potential to be a $100B - $1T outcome. The market is massive: home service businesses across North America (a $2T market). We’ve raised over $50M from top-tier investors, have $20M a year in free cashflow from another product line (Motion) - all that $ gets pumped into Wonderly. About the Role We're hiring a Head of Operations to own the internal operating system behind Wonderly 's sales, customer success, and AI deployment. There is only one goal for this role: operational excellence. This person will report directly to the Chief Product Officer and work in tandem with the Head of Customer Success. Head of Customer Success owns the team; Head of Operations owns the machine the team runs on. Our business model has a consequence: we only make money when our customers make money. Which means the team that select customers & make them successful is the core of our company. It's not the sexy part, but being operationally world-class at it is the whole ballgame. This role is our version of that. The Role Wonderly has gone 0 → 1, we now need 1 → 100 Your job is to build the tooling, systems, and data brain that lets this team run a world-class operation. The customer lifecycle has three phases, and you own the operational machinery for all of them: 1) signing & onboarding a customer → 2) getting the customer to succeed → 3) collecting our revenue share that match our customers’ cashflows. You’ll manage a team of engineers, but you are also expected to vibecode stuff yourself - you must be a decent engineer for this role. What You'll Own Tooling for the full accept phase: qualification, sales script adherence, compliance guardrails, contracts, onboarding, deployment of software & AI Tooling for the nurture phase: CSM workflows, account health, lead hygiene, account performance visibility, AI copilots for CSMs Revenue share operations: revenue calculation, audits, collections The data brain: metrics, dashboards, and decision systems across the entire customer lifecycle The feedback loops back into the GTM engine Process design and capacity planning for this function as it scales You won't have a fixed lane. Instead you'll find the highest-leverage operational problem, solve it, build to scale it, and move to the next one. Some weeks that means shipping an AI call-review system so every sales call gets scored against the script. Some weeks it means sitting with CSMs to figure out why account reviews take 40 minutes instead of 10. Some weeks it means designing the data feed that tells the GTM/BDR team which leads actually turn into revenue. You should be comfortable getting deep into the work, inspecting the data yourself, listening to sales calls, writing a product spec, working directly with engineers. You're a member of the leadership team but you are not above getting your hands dirty and always putting the customer first. You do not need to be the world's best specialist in every one of these areas. But you do need to be dangerous in all of them. You should know enough to diagnose problems, make decisions, manage specialists (including engineers), and course correct when we’re not meeting our standards Backgrounds That Tend to Work People from these backgrounds tend to thrive: Technical founders or early employees who built sales/CS operations from scratch Technical ops/product leaders at fast-moving marketplaces or vertical startups who built the internal tooling and deployment playbooks themselves Quantitative traders who 1) can manage a team of engineers and 2) deeply care about customers. Backgrounds we care less about: Big-company ops roles where success meant managing vendors and approving process docs Pure CX leadership roles disconnected from tooling, data, and revenue What matters more than the resume: You think clearly from first principles You are very resourceful and can become an expert in any topic fast You make decisions with incomplete information You can give shape and make sense of messy data You can write and you're fast with numbers in a business context You can work with engineers, and you understand what AI makes newly possible for internal operations You have strong taste (which is very important now in the age of AI) You have strong opinions, but held loosely Expectations This is a high-output and company-defining role. You should expect: Real ownership from day one Direct accountability for acceptance quality, lead outcomes, and revenue numbers Daily visibility into …