Head of Professional Services and Operations

About Arbolus

Arbolus is the next-generation customer diligence platform, redefining how private equity investors and consultants access real, actionable, and differentiated customer insight on SaaS and technology companies.

At the core of our platform is the world’s largest database of attributable B2B customer reviews, giving investment and origination teams direct access to unique customer sentiment and a true strategic advantage to run faster, more confident diligence on the world’s leading software assets.

Since 2018, we’ve redefined the traditional expert network model with a tech-driven approach that delivers high-impact insight at the speed of modern deal making. Arbolus stands out through its unique database of customer reviews accessible via the Arbolus Customer Review Library, Canopy, our market-first automated Q&A tool, and our unmatched standard of client service, because great technology should always be backed by great people.

Headquartered in London, Arbolus is a venture-backed scale-up with 170+ employees across four global hubs, including Barcelona, New York, and Gurgaon. Following a $20M Series B, we are rapidly expanding our U.S. presence as we execute our mission: to digitize human knowledge and make it instantly accessible and actionable.

We have built a strong 25-person foundation in our regional hub. Now we need an operational leader to take it to the next stage — scaling the team to 100+, raising the bar on delivery quality, and turning this office into a meaningful source of global competitive advantage.

This is a builder's role, but not a greenfield one. You will inherit a capable team and an operating platform that works. Your mandate is to professionalize it, scale it, and drive measurably greater impact at the client level. This hub is our dedicated delivery center for our largest and most strategic international client base. Consulting is the dominant segment, accounting for roughly 70% of the team and the bulk of our growth opportunity, complemented by a meaningful and growing book of business across investment funds and corporates.

You will own the operational P&L of the hub, set the standard for delivery across all client segments, and build a culture that mirrors the rigor, professionalism, and client orientation our partners are accustomed to.

• Develop and execute the hiring, organisational design, and capability-build plan to take the hub through its next phase of growth

• Strengthen the management layer: identify, promote, and develop team leads and middle managers who can carry the operation as it scales

• Evolve hiring standards, onboarding, and career paths so quality holds up as headcount grows

• Build a culture of accountability, intellectual rigour, and client-centricity

• Own the quality, speed, and commercial outcomes of all research and expert-network projects delivered to US clients out of Costa Rica, end to end

• Anchor delivery excellence in the consulting segment, which represents the majority of the team and the largest growth opportunity, while building the team's capability to serve funds and corporates with equal rigour

• Raise the ceiling on what the team delivers — not just more volume, but materially better outcomes for clients

• Partner closely with US-based commercial leads to ensure flawless delivery against client briefs and seamless collaboration across time zones

• Establish KPIs, SLAs, and quality benchmarks; instrument the operation so performance is measurable and improvable week over week

• Personally engage on flagship and complex accounts where senior judgement materially changes the outcome

• Audit the current operating model and identify what needs to be re-engineered to support a 4x larger team

• Design workflows, playbooks, and tooling that scale; eliminate bottlenecks before they constrain growth

• Drive productivity and unit economics; identify and execute on automation, AI tooling, and process improvements

• Partner with Technology and Product teams to translate operational pain points into platform…