Director of Operations

Genuin is hiring a Director of Operations to own company-wide execution across internal + external work streams, with direct responsibility for all Project Managers (PMs), Customer Success, and the Implementation & Engagement Flywheel for the Genuin SDK.

This role is both strategic and hands-on: you will build the operating system, establish reporting structure, and (until the team scales) personally function as an acting Project Manager / Program Lead and Technical Account Manager for key accounts over the next 6–9 months, while hiring and developing the team.

A core requirement is an Agentic/AI-first mindset: you must have experience designing and deploying agentic AI workflows to automate reporting, cross-team coordination, process enforcement, and operating cadence, so the company scales with software leverage, not meetings.

This role also owns operational monetization accountability, ensuring that engagement and monetization metrics trend to plan, and that resource utilization is aligned with business projections in partnership with the CFO and COO.

• Directly manage and coach all Project Managers, including goal-setting, prioritization, delivery quality, and cross-team execution.
• Own end-to-end delivery rhythm: intake, scoping, roadmap readiness, sprint-to-release milestones, dependency management, and risk mitigation.
• Drive “two sprints ahead” clarity: requirements readiness, feasibility alignment, and cross-functional launch preparedness with Product, Design, and Engineering.

2. Own Genuin SDK Implementation & Engagement Flywheel

• Define and operationalize playbooks, checklists, SLAs, escalation paths, and success criteria by customer segment.
• Ensure tight alignment across Engineering, Product, Partnerships/Sales, and Customer Success for predictable launch timelines and post-launch outcomes.

3. Manage Customer Success (and be hands-on early)

• Directly manage all Customer Success and Implementation resources (existing and future).
• Personally serve as acting Project Manager / Technical Account Manager for priority accounts until additional hires are made, owning:
• technical discovery, integration planning, and launch coordination
• stakeholder management (customer-side product/engineering/marketing)
• issue triage, incident comms, and escalation to engineering
• success reporting, QBRs, renewals/expansion readiness signals
• Build the hiring plan and onboard CS/TAM/Implementation roles within 6–9 months as business scales.
• Create a clear reporting structure across Project Management, Implementation, and Customer Success work streams.
• Implement weekly operating mechanisms: exec status, customer health review, implementation pipeline review, launch readiness, and KPI reporting.
• Build a “single source of truth” dashboard for leadership: milestones, risks, customer health, adoption, retention, and delivery velocity.

5. Agentic AI workflows for cross-team reporting + process automation (Must-have)

• Design and deploy agentic AI workflows that automate operational execution, such as:
• auto-generating weekly exec updates from Jira/Linear, Slack, CRM, and support systems
• proactive risk detection (slipping milestones, rising incident volume, stalled integrations) with automated escalations
• standardized customer health reporting and Q  draft generation
• automated meeting prep, decision logs, and follow-up task enforcement
• SOP-driven agents for implementation checklists, launch readiness, and post-launch optimization tasks
• Establish an AI-first operating system where reporting and process compliance are “built-in” and continuously improved.
• Partner with Engineering/Product to select tools, define data access, and ensure privacy/security-by-design.

6. Monetization + engagement performance management

• Own operational accountability for engagement and monetization outcomes tied to the Genuin SDK flywheel, ensuring trends align with business projections.
• Partner closely with the CFO and COO to:
• surface risks early and drive corrective actions across Product, CS, Partnerships, and Engineering
• manage resource utilization (headcount, vendor spend, implementation capacity) against expected growth and delivery commitments
• Drive the…