Director of Launch Operations

Luxury Presence

4d•Remote

About The Position

Luxury Presence is seeking a Director of Launch Operations to own the client activation experience. This role is crucial for ensuring clients achieve value quickly after signing, setting the tone for the entire relationship. As the company grows from $100M to $300M in ARR, this position will be responsible for designing a fundamentally different operating model to activate more clients across more products without proportional cost increases or quality degradation. The role sits at the intersection of operations and product, with ownership of Launchpad, a platform for managing onboarding, launch, and activation. AI is central to this role, with active building of AI into systems for daily use. The ideal candidate will be energized by optimizing workflows and determining which tasks can be handled by software and AI instead of people.

Requirements

5+ years in operations roles at a SaaS or technology company, including experience leading a team.
Direct experience running the operational layer behind an implementation, onboarding, professional services, or delivery organization.
Demonstrable results consistently raising the bar on performance through operational improvement, not incremental tuning.
A track record of building support for change across senior stakeholders who see the problem differently.
Experience at high-growth companies, ideally between $100M and $500M in ARR.
Think like a product manager about operations: have a vision, prioritize ruthlessly, and ship.
Communicate with unusual clarity, making complex operational or technical problems obvious to an executive audience.
Bridge technical and business conversations naturally.
Drive urgency, maintain pace, and make slippage visible.
Be personally high output, getting into the detail and doing real work.
Pair drive with credibility to influence partner teams.
Deeply execution-oriented, with a strong sense of ownership.
Comfortable operating in complexity and ambiguity.
Hands-on experience with AI in daily work, with real examples of workflows built or rebuilt around it.
Strong command of Salesforce and systems supporting a delivery organization.
Comfortable working directly with engineers on product development.
Ability to derive answers from data and reconcile numbers.
Fluent in process design, workflow optimization, and capacity thinking.

Responsibilities

Own the client activation experience, including the operating model for onboarding, launch, and activation across the full product set.
Set and drive the organization to achieve a materially higher bar for speed, consistency, and quality of client activation.
Design the operational processes to handle 3x the current client volume.
Own Launchpad as a product, including its vision, roadmap, prioritization, and what gets shipped.
Direct dedicated engineering and Salesforce development resources against the Launchpad roadmap.
Ensure Launchpad becomes the system of record for activation, with clean data flowing to Salesforce.
Own broader tooling relied upon by the Onboarding and PFT teams, in collaboration with other GTM Ops squads.
Identify and replace human-dependent tasks in the activation process with AI capabilities, building them directly into Launchpad and surrounding workflows.
Hold a high standard for AI-driven operations where the alternative is an agent performing the task.
Own the measurement, definition, and understanding of activation performance across the business.
Establish appropriate metrics as the product set expands and old definitions become obsolete.
Provide leadership with a clear, reconciled view of the operation's status and recommended actions.
Lead a small team of senior operators to achieve significant leverage.
Run a fast operating cadence with a visible, prioritized backlog.
Design processes that remain effective as volume grows and staff turnover occurs.