Strategy & Operations Manager

About Gigs

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.

Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.

Our team of around 150 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.

If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.

We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard.

• Speed. We move and we ship. We set bold deadlines and treat every week like it matters.
• Ownership. If you see something broken, fix it. We don't wait for permission.
• Customer Obsession
  . Our customers' product is our product.
• Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information.
• First principles. We don't ask how things have been done before. We ask why they were done that way at all.

Launching a mobile service requires stitching together carriers, regulations, payments, and support across markets. We’ve built the platform. The next challenge is scaling operations so customers go live smoothly, stay healthy, and their learnings feed back into the product.

You will own the end-to-end support experience across the customer lifecycle, from launch readiness and implementation through post-launch optimization. You will partner closely with customers to design and run their support motion, identify the moments that drive contacts and dissatisfaction, and turn those insights into playbooks and improvements that make every new launch smoother and every user experience better. You will operate with high autonomy and report to the [Head of Support].

This role is for someone who thrives in complexity, communicates confidently with senior customer stakeholders, and uses AI as default leverage to move faster and build better.

• Lead customer implementations on the ground. Own parts of each deployment from kickoff to go-live: scope the support model, align internal teams, stay close to the customer until the deployment is healthy and performing—not just launched.
• Be the face of Gigs with customers. Serve as the primary point of contact across pre-sales, implementation, and post-launch. Build the kind of relationships where customers call you first when something goes wrong—because they trust you to fix it.
• Dig into the data. Track activation funnels, identify drop-off and degradation patterns, run root cause analyses on performance issues. Turn what you find into clear, actionable recommendations—not dashboards that collect dust.
• Take field insights back to the product. You'll see where the platform breaks in practice before anyone else does. Structure that knowledge and bring it to Product and Engineering in a way they can act on. You're the closest thing to a field reporter we have.
• Build AI into how you work. Use AI tools to automate recurring tasks, accelerate analysis, prototype lightweight internal tooling, and generally move faster than headcount would otherwise allow. This is a working expectation, not a perk.
• Know the platform end to end. Get deep into how Gigs works—provisioning, billing, support tooling, connectivity infrastructure. You should be able to explain any part of the system to a customer and diagnose any part of it when it fails.
• Build what scales. Write the runbooks, design the workflows, and document what you learn so that the next…