Head of Operations

Description

About InJoy Health Education

At InJoy Health Education, we are passionate about empowering healthcare professionals and the families they serve with the best in maternal and child health education. Since 1988, we have been a mission driven company and the leading provider of award-winning, evidence-based multimedia teaching solutions. Our engaging resources are sold to hospitals, public health agencies, and independent childbirth educators nationwide. We pride ourselves on setting the standard for excellence and truly caring for our employees, customers, and the families we serve.

Role Overview

The Head of Operations reports directly to the CEO and is responsible for managing the day-to-day operations of InJoy, ensuring the business runs efficiently, delivers exceptional customer experience, enhances communication among all departments, and supports the company’s continued growth.

This role owns the performance and integration of key operational areas— including customer care and success, contracts and licensing, fulfillment, logistics, inventory, internal technology systems, and human resources— and is accountable for ensuring that all operational functions are aligned, efficient, and executed consistently.

This is a hands-on, execution-focused leadership role. The primary responsibility is to overcome and resolve day-to-day issues that arise in the business by improving processes, taking care of customers and employees, and ensuring strong communication and coordination across teams and departments. This role also contributes to bigger-picture operational improvements and supports company growth by identifying inefficiencies and helping implement scalable solutions over time.

Requirements

• Support the CEO in overseeing internal operations by leading and managing the day-to-day business operations, ensuring strong execution and alignment across departments.
• Oversee inventory planning, including reorder points, budgeting, and coordination and negotiation with internal and external partners to fulfill all physical and digital product needs. Support demand forecasting while managing order processing and distribution, fulfillment, logistics, and overall inventory operations. Monitor and oversee COGS.
• Oversee customer support, customer contracts, licenses, and internal operations ensuring a high-quality customer experience.
• Oversee company warranty programs, replacements, and other special programs designed to strengthen the brand and enhance customer engagement.
• Serve on InJoy's executive leadership team and work cross-functionally with the product and marketing leadership team to define and establish product support roadmaps. Collaborate closely with company leadership to develop product documentation and support resources.
• Design, execute, and maintain documentation for product support and delivery and company processes and policies.
• Manage internal company systems and technology and its effective use (e.g., IT, MS, CRM, Net Suite), ensuring performance, integration, and scalability.
• Mentor, lead, and inspire the customer and operational support team while supporting their ongoing professional development. Train staff in operational procedures and ensure clear, effective communication between customer care and other departments.
• Oversee human resources working closely with HR manager to ensure compliance, onboarding, performance management, and employee engagement and development.
• Serve as a steward of InJoy's culture, ensuring company values are reflected in daily operations, leadership behaviors, and team interactions.
• Mentor and develop managers and teams, fostering accountability, collaboration, and continuous improvement.
• Own vendor relationships, contracts, and other key operational…