Head of Operations

Lyra Technology Group•New York, NY

3h•$180,000 - $225,000

About The Position

The Head of Operations is responsible for overseeing the company's day-to-day operations, ensuring efficiency, and driving operational excellence across all departments. This key leadership role works closely with the CEO and other executives to implement the company's strategic vision while optimizing processes, systems, and resources. They focus on improving operational workflows, enhancing productivity, and scaling business operations to support growth. Additionally, they play a vital role in fostering a collaborative and high-performance culture, ensuring that the company's operations are aligned with the company's goals and objectives for long-term success.

Requirements

Bachelor's degree in Business Administration, Operations Management, Information Technology, or a related field; MBA or advanced degree preferred.
5+ years of operations management experience, ideally in a service-based or client-facing industry, with a track record of driving efficiency and delivering measurable business outcomes.
Proven ability to lead and develop cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement across departments.
Strong financial acumen, including experience managing operational budgets, controlling costs, and making data-informed decisions that balance profitability with service quality.
Ability to translate organizational goals into clear operational strategies and execution plans, with strong project management instincts and follow-through.
Demonstrated success managing client or customer relationships at a high level, including overseeing service delivery, handling escalations, and ensuring satisfaction and retention.
Comfort working with data and reporting tools to establish KPIs, track performance, and present operational insights to leadership on a regular basis.
Strong communication and collaboration skills, with the ability to work effectively across teams, influence stakeholders, and present clearly to executive leadership.
Experience identifying opportunities for revenue growth or operational expansion, including developing new service offerings or recurring revenue models.

Nice To Haves

Experience in a technology services or MSP environment is a strong plus.
Familiarity with tools such as PSA platforms, CRM systems, or RMM software is a plus, as is working knowledge of ITIL or similar service management frameworks.

Responsibilities

Develop and execute operational strategies that align with business goals and objectives.
Identify areas for process improvement and operational efficiency to drive growth and profitability.
Ensure alignment between client needs, service offerings, and operational capabilities.
Oversee the delivery of managed services, ensuring high-quality, timely, and cost-effective solutions to clients.
Collaborate with service delivery teams to ensure that service level agreements (SLAs) are met and client expectations are exceeded.
Monitor client satisfaction, address service delivery challenges, and implement corrective actions where needed.
Continuously improve and streamline internal processes, systems, and workflows to enhance operational performance.
Implement best practices and standard operating procedures (SOPs) for service delivery, project management, and client support.
Oversee the implementation of automation and technology tools to improve service scalability and operational efficiency.
Lead and manage the operational teams, including service delivery, technical support, project management, and client success.
Foster a culture of accountability, collaboration, and continuous improvement within the operations team.
Provide coaching, mentorship, and professional development opportunities to help team members grow in their roles.
Develop budgets, manage operating costs, and ensure efficient allocation of resources.
Track and analyze operational costs, ensuring profitability while maintaining high service quality.
Identify opportunities to reduce costs without compromising service quality or client satisfaction.
Work closely with the Director of Client Success to build strong relationships with key clients.
Oversee the development and execution of client onboarding processes and ongoing service delivery.
Ensure that operations are aligned with client expectations and evolving business needs.
Establish key performance indicators (KPIs) and metrics to track operational performance, client satisfaction, and team productivity.
Regularly review and analyze operational data to identify trends, opportunities for improvement, and areas of concern.
Provide regular reports to the executive team on operational performance and business outcomes.
Lead the planning and execution of operational strategies to support business growth, including scalability of service delivery, systems, and infrastructure.
Work with Client Success teams to drive value-driven non-recurring revenue (NRR), including hardware, software, and service revenue.
Identify opportunities for new recurring revenue streams and operational models to drive growth in the portfolio.