Operations Lead

SuperDial • New York, NY

1d • $200,000 - $250,000

About The Position

SuperDial is seeking a Operations Lead to build and lead the operational engine that powers our enterprise deployments, customer experience, and product scalability. This executive will own the full operational lifecycle - from trial onboarding through post-sale customer success - ensuring that every customer touchpoint is seamless, data-driven, and designed for scale. You will lead both Customer Success Operations and Product Operations, unifying them into a cohesive operating model that accelerates adoption, improves trial-to-paid conversion, and enables repeatable enterprise deployments. You will design systems, automate workflows, build visibility through metrics, and work closely with Engineering, Product, and GTM leadership to translate our AI capabilities into high-quality customer outcomes. This is a foundational leadership role at a fast-growing AI healthcare company. The ideal candidate is a builder, and someone who thrives in ambiguity, scales processes from zero to one, and operates with urgency and precision at startup speed. About the Role: Operational Leadership & Strategy Build and lead the Operations function across Customer Success Ops, Product Ops, and Trial Operations. Develop the operational strategy and roadmap required to support enterprise customers across onboarding, deployment, optimization, and renewal. Partner with the CEO and CTO to translate company goals into operational architecture, systems, and KPIs. Enterprise Trial & Implementation Excellence Own the end-to-end execution of enterprise pilots, ensuring deployments are smooth, fast, and conversion-optimized. Build repeatable implementation playbooks, integration processes, and governance models that drive consistency across customer accounts. Establish data-driven feedback loops with Product and Engineering to improve deployment workflows and product adoption. CS Ops & Product Ops Leadership Lead CS Ops to ensure world-class customer experience, including health scoring, escalation frameworks, QBR inputs, and performance analytics. Lead Product Ops to improve product adoption, operationalize new features, and support GTM alignment on roadmap and release readiness. Ensure both functions are integrated, metrics-driven, and operating from a unified system of record. Systems, Tooling, and Automation Architect and scale the internal systems that support onboarding, integration, usage analytics, and customer health. Partner with Engineering to automate internal workflows and reduce operational overhead. Own the operational stack (CRM, dashboards, integrations, reporting systems) and drive accountability through metrics and dashboards. Cross-Functional Execution Work closely with Product, Engineering, Sales, and RevOps to eliminate friction in the customer lifecycle. Ensure the company can execute enterprise-level deployments with speed while maintaining high reliability and compliance. Identify operational gaps and drive solutions across people, process, and tooling.

Requirements

• 12+ years in Operations, CS Ops, Product Ops, or Implementation leadership roles, ideally within SaaS, healthcare technology, or AI/automation companies.
• Demonstrated success building and scaling operational teams in fast-paced, ambiguous environments.
• Experience leading enterprise deployments, onboarding, or technical implementation programs.
• Strong technical fluency - comfortable with data models, APIs, integrations, automation tooling, and product workflows.
• Highly analytical with mastery of Excel, SQL, or BI tools.
• Exceptional systems thinker who can architect end-to-end operational flows.
• Strong operator with a bias for action and ability to handle high velocity and high stakes.
• Excellent communicator who can synthesize technical and business information for executives, customers, and internal teams.
• Operates with ownership, accountability, and a commitment to executional excellence.
• Thrives in a startup environment without needing heavy structure.

Nice To Haves

• Experience in RCM, call center operations, healthcare automation, or enterprise SaaS deployments.
• Prior success improving trial-to-paid conversion or customer adoption metrics.
• Background in AI/ML-enabled operations or workflow automation companies.

Responsibilities

• Build and lead the Operations function across Customer Success Ops, Product Ops, and Trial Operations.
• Develop the operational strategy and roadmap required to support enterprise customers across onboarding, deployment, optimization, and renewal.
• Partner with the CEO and CTO to translate company goals into operational architecture, systems, and KPIs.
• Own the end-to-end execution of enterprise pilots, ensuring deployments are smooth, fast, and conversion-optimized.
• Build repeatable implementation playbooks, integration processes, and governance models that drive consistency across customer accounts.
• Establish data-driven feedback loops with Product and Engineering to improve deployment workflows and product adoption.
• Lead CS Ops to ensure world-class customer experience, including health scoring, escalation frameworks, QBR inputs, and performance analytics.
• Lead Product Ops to improve product adoption, operationalize new features, and support GTM alignment on roadmap and release readiness.
• Ensure both functions are integrated, metrics-driven, and operating from a unified system of record.
• Architect and scale the internal systems that support onboarding, integration, usage analytics, and customer health.
• Partner with Engineering to automate internal workflows and reduce operational overhead.
• Own the operational stack (CRM, dashboards, integrations, reporting systems) and drive accountability through metrics and dashboards.
• Work closely with Product, Engineering, Sales, and RevOps to eliminate friction in the customer lifecycle.
• Ensure the company can execute enterprise-level deployments with speed while maintaining high reliability and compliance.
• Identify operational gaps and drive solutions across people, process, and tooling.

Benefits

• Opportunity to build the entire Operations function at a high-growth AI healthcare startup.
• Direct responsibility for customer experience, implementation performance, and recurring revenue outcomes.
• Hands-on work with a world-class technical team building transformative automation technology.
• Competitive compensation with meaningful equity.
• Unlimited PTO, health benefits, and a culture that values speed, truth-seeking, and excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed