Job Type

Full-time

Description

Role Overview

The Head of Operations reports directly to the CEO and is responsible for managing the day-to-day operations of InJoy, ensuring the business runs efficiently, delivers exceptional customer experience, enhances communication among all departments, and supports the company's continued growth.

This role owns the performance and integration of key operational areas- including customer care and success, contracts and licensing, fulfillment, logistics, inventory, internal technology systems, and human resources- and is accountable for ensuring that all operational functions are aligned, efficient, and executed consistently.

This is a hands-on, execution-focused leadership role. The primary responsibility is to overcome and resolve day-to-day issues that arise in the business by improving processes, taking care of customers and employees, and ensuring strong communication and coordination across teams and departments. This role also contributes to bigger-picture operational improvements and supports company growth by identifying inefficiencies and helping implement scalable solutions over time.

Requirements

• Support the CEO in overseeing internal operations by leading and managing the day-to-day business operations, ensuring strong execution and alignment across departments.
• Oversee inventory planning, including reorder points, budgeting, and coordination and negotiation with internal and external partners to fulfill all physical and digital product needs. Support demand forecasting while managing order processing and distribution, fulfillment, logistics, and overall inventory operations. Monitor and oversee COGS.
• Oversee customer support, customer contracts, licenses, and internal operations ensuring a high-quality customer experience.
• Oversee company warranty programs, replacements, and other special programs designed to strengthen the brand and enhance customer engagement.
• Serve on InJoy's executive leadership team and work cross-functionally with the product and marketing leadership team to define and establish product support roadmaps. Collaborate closely with company leadership to develop product documentation and support resources.
• Design, execute, and maintain documentation for product support and delivery and company processes and policies.
• Manage internal company systems and technology and its effective use (e.g., IT, MS, CRM, NetSuite), ensuring performance, integration, and scalability.
• Mentor, lead, and inspire the customer and operational support team while supporting their ongoing professional development. Train staff in operational procedures and ensure clear, effective communication between customer care and other departments.
• Oversee human resources working closely with HR manager to ensure compliance, onboarding, performance management, and employee engagement and development.
• Serve as a steward of InJoy's culture, ensuring company values are reflected in daily operations, leadership behaviors, and team interactions.
• Mentor and develop managers and teams, fostering accountability, collaboration, and continuous improvement.
• Own vendor relationships, contracts, and other key operational partnerships.
• Implement efficient processes, workflows, and operating standards to improve productivity and communication and coordination across teams and all departments.
• Monitor operational performance, track KPIs, and drive continuous improvement.
• Ensure compliance with regulatory, legal, and quality standards (including HIPAA and PCI where applicable).
• Gather and share customer feedback to improve our products, enhance customer care, and support both direct and indirect sales efforts.
• Contribute to the strategy and evolution of InJoy's products, services, and delivery models by interpreting customer feedback, industry trends, and available resources to effectively respond to customer needs.

Core Skills & Personal Attributes

• Strong operational leader with a hands-on, execution-oriented approach, comfortable working at both strategic and tactical levels.
• Proven ability to lead, mentor, and develop high-performing teams while fostering accountability and engagement.
• Collaborative partner who aligns cross-functional teams to drive execution and results.
• Committed to strengthening and upholding a mission-driven culture.
• Strategic thinker with the ability to identify constraints and improve scalability of the business.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving and decision-making abilities, with a high level of critical and analytical thinking.
• Maintains a calm, customer-centric approach when resolving conflicts and operational challenges.
• Highly organized, with strong prioritization skills and attention to detail.
• Ability to manage multiple priorities and operate in a fast-paced environment.
• Strong planning, delegation, and conflict management capabilities.
• Quick learner of software and new technologies.

Experience & Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a similar field, or equivalent experience. Additional graduate-level courses or certifications (such as a Master's in Operations, Management, and/or an MBA) are preferred.
• Proven experience as Head of Operations, General Manager, Director of Operations, Director of Customer Experience, or a similar leadership role.
• 10-12+ years of proven experience in leadership and operations, business operations, customer support, management, logistics, vendor management, inventory, in a business-to-business environment.
• Experience managing employees, teams, conflict resolution, and familiarity with employment laws.
• Experience implementing and managing business systems (CRM, ERP such as NetSuite).
• Experience with vendor management, contracts, compliance, negotiation, and operational processes.
• Experience drafting business communications, call scripts, FAQs, and sales materials is a plus.
• High computer competency and intermediate to advanced skills in the Microsoft ecosystem applications (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.).
• Understanding of the IT infrastructure needed to successfully operate a company.
• Experience in business-to-business and digital/media delivery or healthcare/education industries is a plus.

Location & Work Commitment

This position is based in our Longmont, Colorado office and is expected to be in-person five days per week to support strong collaboration, alignment, and onboarding.

Salary Description

$90,000-$115,000 / year