Head of Operations, Goodstack

• If you’re passionate about driving operational excellence and want to work for a company making a hugely positive societal impact, this could be the perfect role for you
• At least seven years of operations experience. Ideally you with have a background in consulting followed by operator experience in a fast-moving startup or scale-up. At least two of these will have been in a management position
• Excellent leadership skills. You have the ability to manage large teams across different domains, and geographies, and both in-house and outsourced
• Deep attention to detail. The ability to be able to zoom in and out from the bigger picture into the details is critical. You will be someone who is obsessed with driving excellence as part of this
• Best-in-class data skills. Analytics will be at the core of your responsibilities. You enjoy digging into numbers to understand performance and drive operational efficiency, and are able to present findings — both ad-hoc and on an ongoing reporting basis — simply and effectively
• Strong strategic and commercial judgement. You understand how a P&L works and what inputs drive the outputs that matter
• Great communication skills. You can articulate complex information in simple ways, and can adapt your communication style to various levels — including senior stakeholders, your own team, and our outsourced partners
• Process-driven mindset. You love diving into a complex process to understand and optimise it end-to-end. As part of that, you get energy from breaking something down into its constituent parts to problem solve
• A natural bias for action and an owner mentality. You see a problem and want to fix it. You enjoy building — whether its a new process, a revamped org structure, or a business case for a tooling investment. As a fast growing scale-up with many challenges and opportunities, we need individuals who can independently find and implement solutions
• Ability to prioritise effectively. There will always be more to do that there are hours in the day; being able to navigate through this by prioritising on what will deliver the most value is a must

Desirable

• We’re looking for a highly process-driven, analytical, strategic, and hands-on Head of Operations to lead our in-house and outsourced team of 150+ across Nonprofit Verifications, Nonprofit Sign-Ups, Payments Operations, and Customer Service
• These teams have strong existing managers in place; we are looking for someone who can work closely with them to help drive results and take our operations to the next level
• Our Operations teams at Goodstack are responsible for the end-to-end process of verifying and signing up nonprofits to enable them to receive products and funding from corporates and individuals
• You’ll be instrumental in driving high performance across our Operations teams, leading from the front to drive maximum efficiency across all our processes
• This includes owning our operational strategy end-to-end, hiring and coaching great talent, managing relationships with our outsourced vendors, designing and optimising operational processes, and working cross-functionally with internal teams such as Sales, Product, Finance, Legal, and Compliance
• This is a leadership role reporting directly into the COO, with the potential to have a huge influence on the future direction of the company
• Lead and inspire a diverse team of 150+ in-house and outsourced professionals across multiple domains (Customer Service, Nonprofit Verifications, Nonprofit Sign-Ups, Payment Operations) and geographies (UK, Ireland, India, Philippines)
• Lead on ad hoc strategic and operational projects and analysis across the business as required
• Optimise and improve our operational efficiency, driving down cost whilst ensuring we maintain and improve service quality for our corporate partners and nonprofits
• Track and manage key performance indicators (e.g., cost-per-verification, cost-per-disbursement, time-to-resolution, CSAT etc.) across all operations, creating regular reports and actionable insights
• Be accountable for the end-to-end smooth flow of funds from customers to thousands of charities across the globe, ensuring all funds are delivered accurately and on time
• Own operational capacity planning, including headcount and cost planning based on alignment with Commercial teams on sales forecasts
• Collaborate with Product and Engineering teams to drive tooling and process improvements that enhance the efficiency and effectiveness of the operations team, including automation
• Build and strengthen relationships with BPOs, including negotiating commercial terms that ensure value-for-money outcomes
• Ensure regulatory compliance across operations in close partnership with our Compliance and Legal team, adapting processes as needed to meet new regulations
• After 3 Months, Success Will Look Like:
• Clear standard operating procedures (SOPs) documented across all Operations teams as part of driving standardised ways of working that can scale
• Data dashboards and associated monitoring structures in place to understand how operational teams are performing
• Clear process for capacity planning and forecasting established, in collaboration with Finance
• In collaboration with Product, defined set of initiatives in progress to drive standardisation and cost reduction
• A happy, thriving team that is clear on their goals and set up for success