Business Operations Manager

We are seeking a Business Operations Manager to partner closely with the COO and executive leadership, driving strategic initiatives, cross-functional execution, and operational excellence across the organization. This is a maternity leave replacement role, with the opportunity to continue in the position permanently for the right candidate. Reporting directly to the COO, you will combine business operations leadership with Chief of Staff responsibilities. You will help turn company strategy into execution, lead high-impact cross-functional initiatives, improve how teams work together, and build scalable processes and systems that support rapid growth. You will work closely with executive leadership, Product, R&D, Marketing, Studio, and Customer Experience to bridge gaps, remove friction, and turn complex, cross-functional challenges into clear plans and effective execution.
Key Responsibilities Strategic Execution & Governance Leadership Alignment: Partner with executive leadership to translate company strategy into actionable operational plans and department OKRs/KPIs. Company Operating Rhythm: Support the company's operating rhythm, including leadership syncs, quarterly reviews, cross-functional standups, and strategic offsites. Strategic Projects: Lead high-impact, cross-functional initiatives from inception through rollout, such as entering new segments, operationalizing new partnerships, or restructuring internal workflows. Executive Advisory & Chief of Staff Support: Serve as a trusted partner to the COO and CEO, supporting executive priorities, helping drive cross-functional projects, and tracking progress on key strategic initiatives. Process Design & Operational Excellence Cross-Functional Workflow Optimization: Review existing handoffs between teams to identify bottlenecks, reduce cycle times, and improve operational efficiency. Scale & Automation: Identify manual or inefficient processes across the business and implement automation, tooling, or standard operating procedures (SOPs) to improve how the organization operates at scale. Cross-Departmental Synchronization Parent Company Focal Point: Serve as the primary liaison and main point of contact for cross-functional communication and strategic coordination with our parent company in Italy. Product & GTM Alignment: Connect Product/Engineering with Go-To-Market teams (Marketing, PMM, CX) to ensure smooth launches, clear messaging and enablement, and aligned feature rollouts. Customer Journey Improvement: Work with CX to identify customer drop-off points and areas of friction, and help drive systemic improvements across the customer journey. Metrics, Insights & Reporting Performance Tracking: Maintain executive-level dashboards tracking core operational health metrics, cross-functional SLA adherence, and team efficiency. data -Driven Insights: Analyze operational performance data to identify risks, inefficiencies, and growth opportunities across the business, and turn those insights into actionable recommendations.
Desired Mindset & Competencies Ownership Mentality: You take holistic ownership - if something is broken or unowned, you clearly communicate it, step in, fix it, and build a system so it stays fixed. Low Ego, High Impact: Comfortable working behind the scenes to make teams more effective, while stepping up to lead visible, critical projects when needed. Pragmatic Executor: You balance high-level strategic thinking with hands-on, practical implementation, and know when to move from planning to action.