Assistant Vice President

Sr. PHP Tech Lead.

Head of Operations / AVP Operations

About the Role

We're a fast-growing B2B SaaS company at an exciting inflection point. Having achieved product-market fit with $500k ARR and 30 team members, we're seeking our first dedicated operations leader to help us scale from startup to growth stage. This is a hands-on role where you'll build our operational foundation while managing day-to-day execution.

Location: Ahmedabad

What You'll Own

Build the Operating System (First 90 Days)

• Document and optimize existing processes across all departments
• Create SOPs and operational playbooks for key functions
• Implement project management tools and accountability systems
• Establish weekly/monthly business review rhythms

Drive Daily Operations

• Manage day-to-day operations across customer onboarding, support, and success
• Ensure smooth service delivery and maintain SLAs
• Own vendor negotiations and cost optimization initiatives
• Handle operational escalations, enabling CEO to focus on growth

Scale the Business

• Design processes that will scale from 30 to 100+ employees
• Build operational infrastructure for 3-5x ARR growth
• Implement automation to reduce manual effort and costs
• Create real-time dashboards for business metrics

Improve Internal Operations

• Streamline workflows and reduce turnaround times
• Implement lean practices to optimize resources
• Build feedback loops between customers and product team
• Drive cross-functional collaboration

Team Development

• Build and mentor operations team as we scale
• Create training modules and knowledge base
• Establish performance management systems
• Foster data-driven decision-making culture

Key Metrics You'll Impact

• Customer churn rate and CSAT scores
• Customer acquisition cost (CAC) and payback period
• Operational efficiency and cost per transaction
• Time to value for new customers
• Team productivity metrics

What We're Looking For

Must-Haves:

• 6-10 years of operations experience, with 3+ years in B2B SaaS/Tech companies
• Proven experience in early-stage startups or high-growth environments
• Strong background in process optimization and automation
• Hands-on experience with CRM, support tools, and analytics platforms
• Excellent stakeholder management and communication skills
• MBA from tier-1/2 institutions preferred

Nice-to-Haves

• Experience with US/Global B2B markets
• Background in customer success or revenue operations
• Six Sigma or similar process improvement certifications
• Experience with tools like Salesforce, Hubspot, Freshdesk, or similar
• Previous experience reporting directly to founders/CXOs

Ideal Candidate Profile:

• Thrives in ambiguous, fast-paced startup environments
• Builder mindset with ability to work independently
• Comfortable with hands-on execution while thinking strategically
• Strong analytical skills with proficiency in Excel, SQL (basic)
• Excellent English communication (written and verbal)
• High ownership mentality with entrepreneurial drive