Head of Operations - Customer Implementations

Who You AreA senior operations leader with strong experience in SaaS implementations and customer deliveryA strategic thinker who can scale processes while maintaining high-quality executionA strong people leader who builds, mentors, and motivates high-performing teamsCustomer-focused, with the ability to manage complex stakeholder relationshipsHighly organized with the ability to manage multiple projects and priorities simultaneouslyA problem solver who can navigate ambiguity and drive outcomes in fast-paced environmentsWhat You’ll DoAs the Head of Operations (Offshore) – Customer Implementations, you will lead the delivery and execution of customer implementations for the Athos Commerce platform. You will oversee a team of implementation specialists, drive operational excellence, and ensure high-quality onboarding experiences for customers. This role combines leadership, process development, and cross-functional collaboration to ensure successful deployments and strong customer outcomes.How You Will SucceedLead and manage end-to-end implementation of the Athos Commerce platform for new and existing customersDefine and standardize implementation methodologies, processes, and best practicesEnsure all implementations are delivered on time, within scope, and to high-quality standardsServe as a senior point of contact for customers during the implementation lifecycleBuild and maintain strong relationships with customer stakeholdersCommunicate progress, milestones, and expectations clearly to clientsProactively manage risks and resolve customer concernsLead, mentor, and develop a team of implementation and operations specialistsEstablish team KPIs, performance metrics, and accountability structuresCollaborate cross-functionally with Product, Engineering, Customer Success, and Sales teamsProvide feedback from customer implementations to inform product improvementsDevelop scalable processes to support growth in implementation volumeTrack and optimize key operational metrics such as delivery timelines, customer satisfaction, and issue resolutionEstablish quality assurance standards for implementations and ensure successful go-live readinessWhat We’re Looking ForBachelor’s degree in Computer Science, Engineering, Business, or a related field12+ years of experience in operations, implementation management, or customer success within a SaaS or e-commerce environmentProven experience building and scaling operational teamsExperience implementing e-commerce or digital commerce technologiesStrong project management and stakeholder management skillsAbility to manage multiple customer implementations simultaneouslyStrong leadership, communication, and problem-solving skillsExperience driving operational efficiency and process improvementsNice to have:Experience with e-commerce platforms such as Shopify, Magento, or BigCommerceFamiliarity with product discovery, AI search, merchandising, or personalization platformsExperience with SaaS onboarding frameworks and implementation methodologiesBenefits and Company Perks24 PTOs in a calendar yearCompany-paid Health InsuranceCompany-paid Short Term and Long Term Disability coverageCompany-paid Accidental InsuranceCompany-paid Learning & Development (L&D) programmesFlexible work environment – work from home, office, or hybridCollaborative and innovation-driven work cultureOpportunity to work on cutting-edge AI-powered ecommerce technologyAthos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.

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