Head of Operations

Company Overview

The company builds and operates automated frozen dessert solutions, partnering with operators across multiple states to bring delightful soft-serve experiences to high-traffic locations. Alongside a growing franchise network of automated kiosks, it is launching a new countertop soft-serve machine brand designed for compact, on-premise use. The business blends hardware, software, logistics, and customer success into one seamless operation.

You'll find a fast-moving, ownership-driven culture here. The team is hands-on, scrappy, and ambitious—focused on building systems that scale, serving customers with excellence, and moving quickly from idea to execution. If you thrive in an environment where clarity, speed, teamwork, and continuous improvement are the norm, you'll love working here.

Mission

We're looking for a Head of Operations who lives and breathes end-to-end ownership—someone ready to run the full customer lifecycle from lead capture to long-term success while building the processes and the team beneath them. You'll oversee the sales funnel operations, onboarding, inventory and logistics, delivery and installation, training, warranty/spare parts, and consumables drop-shipping—initially for the automated kiosk franchise and, over the next few months, folding in the new countertop soft-serve brand as it scales.

This role is perfect for an AI-native operator who designs systems, automates manual work, and makes smart calls at speed. You'll collaborate directly with the founders, hire a Customer Service Manager as your first direct report, and set the operational standard for a high-growth, physical-goods business. If you enjoy building from the ground up, thinking two steps ahead, and using AI to scale without linear headcount—you'll feel right at home.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence. You'll own outcomes, build systems, and ensure every customer interaction—from first touch to long-term success—is consistent and high quality.

• Own the lead-to-sale flow from Meta ad ForeverCRM appointment close; ensure no lead leakage, timely follow-ups, and a clean sales handoff.
• Configure and maintain CRM pipelines, stages, SLAs, and notifications; build dashboards to track conversion rates and pipeline health.
• Standardize and run customer onboarding end-to-end so every franchisee/customer gets a consistent, white-glove experience.
• Forecast demand for machines, parts, cups, and consumables; create and manage purchase orders; track POs through to receipt.
• Manage equipment procurement with the Chinese manufacturer (Huaxin), coordinating timelines, documentation, and shipment tracking.
• Own inventory management: set and maintain reorder points, track multi-SKU stock levels, and ensure warehouse visibility.
• Coordinate freight, delivery windows, and installation appointments with customers and installers; deconflict schedules and communicate updates proactively.
• Schedule and organize operator training so every customer is ready to run their unit successfully by launch day.
• Manage warranty claims and the spare-parts pipeline to minimize downtime and response times.
• Run and optimize the cups/spoons/consumables drop-shipping program with JP Logistics; set SLAs and monitor fulfillment performance.
• Build and maintain SOPs for every workflow; document, iterate, and hand off to junior team members for execution.
• Hire, train, and manage a Customer Service Manager (Month 3+), then add CS team members as volume grows.
• Use AI tools (e.g., ChatGPT/Claude, Make.com, Zapier) to automate repetitive tasks, generate SOPs, draft communications, and analyze operational data.
• Communicate clearly with overseas vendors and domestic partners; manage timezone coordination and keep stakeholders aligned.
• Monitor operational KPIs (lead throughput, install timelines, inventory turns, warranty resolution times) and drive continuous improvement.
• Make independent day-to-day decisions, escalating only the critical 20% that require founder input.

Qualifications

• Years of Experience: 6+ years in operations; 2+ years in a Head-of-Ops/Director-of-Ops/Ops Manager role with full lifecycle or P&L ownership
• CRM Tool: ForeverCRM ideal; HubSpot, GoHighLevel, Zoho, or Pipedrive also acceptable
• Softwares: ForeverCRM; HubSpot/GoHighLevel/Zoho/Pipedrive; ChatGPT/Claude; Make.com; Zapier; Google Workspace; PandaDoc; Square; QuickBooks; Mailchimp; Elementor
• Industry Knowledge Required: Physical goods logistics and inventory management; e-commerce fulfillment and drop-shipping; multi-location/franchise-style operations; overseas manufacturing coordination; warranty/spare-parts workflows
• Specific Gender: No preference

Skills & Competencies

• Ownership mentality with strong judgment; comfortable making decisions quickly
• Excellent written and verbal communication; clear, direct, and customer-facing
• AI-native operator mindset; process design and SOP creation
• CRM fluency and pipeline management; data-driven with dashboard/reporting skills
• Logistics, inventory planning, and multi-SKU tracking expertise
• Vendor and manufacturer management across time zones
• Team building and people management; training and coaching junior staff
• High attention to detail, organization, and follow-through in a fast-paced environment

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Ability to work live during 5:00 PM–1:00 AM Beirut Time hours for calls with US customers and vendors
• Proficiency with CRM and automation tools (ForeverCRM/HubSpot/GoHighLevel, Make.com/Zapier)
• Comfortable on video calls and screen-sharing; proficient with Google Workspace and basic spreadsheet/dashboard building

Position Description

• Working Hours: 8 hours, from 5:00 PM till 1:00 AM Beirut Time
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): You may request time off anytime with advanced notice
• Salary Range: 2,500$ - 3,000$