Head of Operations

Hi there We are Scale Up and our client is looking for a Head of Operations

About the Company: Our client is an innovative operator of unattended retail stores in the United States. Based in Dallas, Texas, the company has a presence across many geographies and is rapidly expanding. The company was co‑founded by a multi‑time entrepreneur with multiple successful startups and an exit to one of the 5 largest private equity funds under his belt; and an investor with experience at a top US investment bank and multiple well‑known middle‑market private equity firms.

About the Position: Join our client’s company and play a pivotal leadership role in our rapid growth by ensuring seamless operations and successful new market launches. As our Director of Operations, you will be at the forefront of empowering our team, enhancing our systems, solving problems, and forging key stakeholder relationships. Your leadership will directly drive our strategic objectives, fostering excellence across our operations, which is critical to establishing us as the leader in our sector. Reporting directly to the owners, you will maintain active communication, ensuring alignment and excellence in all we do.

Responsibilities

- Team Management: Oversee a team of 4-5 internal operations staff and contractors. Provide regular feedback, conduct one‑on‑ones, and foster team growth.

- Operations Management: Manage our Operations team to ensure that our markets are well‑stocked, beautiful, and performing (revenue + profit). Actively monitor market problems (e.g. wi‑fi outages, kiosk problems, equipment repairs, etc.) and ensure that the Operations team quickly solves them. Intervene on higher‑level problems or those without a clear SOP. Ensure that our team is quickly communicating with our boots‑on‑the‑ground team members and supporting them as needed. Identify areas of our operating system that are ripe for improvement and work with appropriate team members to implement new SOPs and SOP changes.

- New Market Openings: Onboard new properties and chase down answers to key onboarding questions to keep our new openings schedule on track. Ensure that we and our team are 100% ready for new market openings. Be the point of contact for the installation team as questions arise day of.

- Client Success & Client Expansion: Find ways to creatively increase revenue and profits. Proactively ensure that our client creates a fantastic relationship with its clients (large property managers and owners). Help expand into other target properties in the client portfolio. Reply quickly and appropriately to any client inquiries or issues that they have. Join business development meetings as the company’s operations leader.

- Merchandiser Success: Screen and/or interview potential merchandisers. Ensure satisfaction of merchandisers through frequent 1‑on‑1s. Coach merchandisers to work faster and more effectively. Develop and maintain training materials for merchandisers.

Qualifications, Skills and Key Competencies

- Experience: 5+ years in operations management, ideally in a startup or small business environment. Experience working with remote teams across multiple time zones and countries is a plus.

- Startup Mindset: Demonstrated ability to thrive in agile, fast‑paced environments where multitasking and problem‑solving are key. Experience in large corporate settings is not ideal for this role.

- Tech Savvy: Comfortable with technology, multiple tools and systems, fast on computers, and adept at managing complex workflows.

- Proactive Problem Solver: Highly organized, detail‑oriented, and capable of juggling multiple priorities simultaneously.

- Strong sense of ownership and accountability: In our small company, you will be the decision‑maker and directly responsible for outcomes.

- High motivation: and a commitment to working hard. We work hard to achieve big goals here.

- Excellent interpersonal skills: with a passion for mentoring and improving team performance.

Benefits

- Opportunity for large bonuses for high performers.

- Holidays/PTO: We want you to enjoy time with your family and friends. We're a small company, and don't have specific rules on this, so this is up for discussion.

If this opportunity sounds good to you, send us your resume

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