Head of Operations

Key ResponsibilitiesStrategic Program ManagementDrive end-to-end planning, execution, and tracking of strategic initiatives under the COO’s charter - Own program governance, milestones, risk tracking, and performance reporting across initiatives.Lead annual operating planning activities in collaboration with cross-functional stakeholders.Define and track key performance indicators across business functions aligned with strategic priorities.Reporting & DashboardsBuild and maintain executive dashboards, OKR tracking systems, and review cadences for COO-level updates.Implement KPIs and dashboards to track improvements in utilization, gross margin, and productivity.Revenue ManagementLead revenue forecasting in alignment with finance and sales functions.Calculate and track sold margin percentages for deals and projects.Monitor actual vs. sold gross margin and revenue realization across engagements.Build and maintain frameworks and dashboards for revenue and margin governance.Margin ManagementCreate governance mechanisms to track and report margin drivers across business units.Support cross-functional efforts to improve unit economics, drive cost optimization, and improve delivery margins.Monitor key levers such as bill rates, resource utilization, and unit-level profitability to ensure margin targets are achieved.Contracts & Commercial OperationsOwn and manage the end-to-end contract lifecycle for both vendor and customer agreements.Ensure timely execution, compliance, and documentation of contracts in coordination with legal and procurement.Lead and track invoicing processes and manage accounts receivables to ensure timely collections and cash flow predictability.Tools & AutomationEvaluate industry-leading tools and platforms to streamline functions across talent acquisition, project management, PSA (Professional Services Automation), and finance.Lead implementation and change management for adopted tools, ensuring alignment with business needs and adoption across teams. Qualifications & Skills10–12 years of relevant experience in program management, business operations, or strategy roles in an IT services, SaaS or tech environment.Demonstrated ability to manage cross-functional programs with multiple stakeholders.Strong understanding of SaaS metrics (e.g., gross margin, MRR, utilization, billing rates, etc.).Excellent interpersonal and communication skills, with the ability to influence and collaborate across levels.High energy, proactive attitude, and a strong solution-oriented mindset.Willingness and availability to work from office (WFO) as part of a collaborative leadership team.