Mission
Partner directly with the Founder to transform vision into execution by building a scalable, accountable organization. This leader owns operational excellence across every department, ensuring that hiring, training, quality, execution, and company standards improve as the business grows.
This person is ultimately responsible for making sure the company operates at an exceptional level every day.
Primary Responsibilities
Company Leadership
- Translate the Founder's vision into quarterly and annual operating plans.
- Lead all company operations.
- Ensure every department is aligned around priorities.
- Run weekly leadership meetings.
- Remove bottlenecks before they become problems.
- Keep every major initiative on schedule.
Hiring & Talent
This should be one of their greatest strengths.
Own the complete talent function, including:
- Workforce planning
- Job descriptions
- Hiring scorecards
- Values-based interviewing
- Reference checks
- Offer process
- Compensation recommendations
- Onboarding
- First 90-day success plans
Build a company known for hiring exceptional people.
Training & Development
Create scalable systems for learning.
Including:
- SOPs
- Playbooks
- Company handbook
- Department manuals
- Video training
- Role-specific onboarding
- Management training
- Leadership development
- Continuous education
Every employee should know exactly what excellence looks like.
Performance Management
Design and manage:
- KPIs
- Department scorecards
- Weekly metrics
- Quarterly goals
- Performance reviews
- Accountability meetings
- Coaching
- Performance improvement plans when needed
This person should make accountability part of the culture.
Company Standards
Protect the brand by ensuring consistency.
Own:
- Quality assurance
- Service standards
- Internal audits
- Process compliance
- Client experience
- Employee standards
- Documentation
- Continuous improvement
As the company grows, quality should improve rather than decline.
Project Management
Oversee every major initiative across the company.
Examples:
- Technology implementation
- AI initiatives
- Website development
- Mobile app
- New service launches
- Department improvements
- Vendor implementations
- Internal infrastructure
Ensure projects are delivered on time, within scope, and at the expected quality.
Escalations
Own all operational escalations.
Including:
- Client issues
- Employee issues
- Vendor issues
- Process failures
- Service recovery
- Cross-department conflicts
The Founder should only become involved when truly necessary.
Cross Functional Leadership
Directly oversee leaders responsible for:
- Member Experience
- Travel Operations
- Experiences & Programming
- Marketing
- Sales Operations
- Finance Operations
- Talent & HR
- Administrative Operations
- Technology vendors and implementation partners
Success Metrics
Success will be measured by:
- Quality of hires
- Employee retention
- Time to productivity
- Client satisfaction
- Member retention
- Project delivery rate
- SOP completion
- KPI achievement
- Department efficiency
- Escalation resolution time
- Gross margin improvement
- Leadership effectiveness
Ideal Candidate
- 5+ years leading operations in a fast-growing company
- Experience scaling service businesses
- Exceptional hiring judgment
- Strong systems thinker
- Data driven
- Process obsessed
- High emotional intelligence
- Excellent coach and manager
- Calm under pressure
- Outstanding written communication
- Strong project management skills
- Naturally creates accountability
- Comfortable making difficult decisions
- Able to earn trust across every department
Core Traits
- Extreme ownership
- High standards
- Disciplined execution
- Builder mentality
- Excellent judgment
- Strong business acumen
- Exceptional organization
- Bias for action
- Integrity
- Humility
- Continuous improvement mindset
