Head of Operations (Client Success)

LifeLabs Learning is the source for instantly useful, delightfully unusual, science-backed training for managers and teams. We teach skills to build passionate and high-performing teams faster.

We're a diverse team of experts who focus on tipping point skills like coaching, feedback, prioritization, and inclusion — teaching only the behaviors that lead to the biggest impact in the shortest time. We make these skills stick by helping organizations build them into their culture and systems - and we have fun doing it! Learn more about us here!

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Head of Operations (Client Success)

About LifeLabs Learning

LifeLabs Learning is the go-to manager training and employee development resource for 2,000+ amazing companies. We study what makes great managers and employees different from average and teach the "tipping-point skills" we identify: the smallest changes that make the biggest impact in the shortest time. We are the source for instantly useful and delightfully unusual learning and development for managers that sticks. Our world-class facilitators teach all over the world, in-person and virtually. LifeLabs Learning has up-skilled over 500,000 people globally at innovative companies, including Etsy, BlackRock, Target and Kaiser Permanente.

Check us out! 

Role Overview

LifeLabs Learning is hiring our first Head of Operations! In this role, you’ll be the driving force behind how we scale, streamline, and supercharge our operations. Reporting to the CEO, you’ll ensure our teams, tech, and processes are best positioned to help us scale smarter and consistently deliver excellent delightful client experiences. Your focus will be on operational strategy and client success and fulfillment, ensuring our programs are delivered seamlessly while optimizing resource planning, internal tools, automation, and workflows. You lead and develop our customer success and product implementation teams, equipping them with the training, frameworks, and support needed to drive world-class client outcomes.

• Start date: ASAP

• Location: Remote (can be based anywhere in the U.S.)

• Employment type: Full-time

• Starting Salary: $160,000 - 180,000 base salary, 20% success share (bonus). Starting salary matches your skills and readiness for the role assessed during the interview process.

• Equity: As part of your compensation package, you will be eligible to receive an equity grant commensurate with the band for this role. 

• Benefits: medical, dental, and vision insurance; 401(k) match; flexible vacation policy, 13 company holidays, Kind Fridays, Clean Break (company closure during the last week of the year), Health & Wellness stipend, Technology stipend, peer coaching, and more!

Key Responsibilities

Strategic Leadership & Business Alignment

• Define and drive a client success operational strategy that supports growth, efficiency, and client satisfaction.

• Oversee scalable systems, processes, and data flow across teams.

• Partner with executive leadership to align operations with business objectives and revenue goals.

• Monitor key performance indicators (KPIs) and implement continuous improvements.

Cross-Functional Collaboration

• Serve as the central contact for operational alignment across Product, Sales, Finance, and Growth teams.

• Work with senior leaders to optimize processes, tools, and strategies for performance improvement.

• Drive operational efficiency in revenue and resource planning.

Product Operations & Fulfillment

• Optimize resource planning and team utilization for seamless program delivery.

• Manage scheduling systems to balance workforce efficiency and client needs.

• Oversee technology platforms, reporting, and key operational KPIs.

• Lead program fulfillment, ensuring smooth execution and high-quality delivery.

Client Success & Experience

• Develop a strategy to enhance client experiences from onboarding to program completion.

• Partner with Sales and Product teams to integrate client feedback into operations.

• Act as an escalation point for client issues, ensuring swift resolution.

Team Leadership & Development

• Define team structure, roles, and workflows to support operational goals.

• Mentor and develop team members, fostering a culture of learning and excellence.

• Champion diversity, inclusion, and accountability within the operations team.

Success Metrics

• Achievement of client satisfaction and renewal targets.

• Utilization and capacity planning accuracy.

• On-time and on-budget program delivery rates.

• Internal team engagement and performance metrics.

• Operational efficiency improvements and cost savings.

A more detailed job description is available here.

Stand Out to Our Hiring Team

This role is ideal for a systems thinker and problem solver who thrives in a fast-moving, collaborative environment. We are especially interested in candidates with the following experience and expertise:

• 10+ years of progressive experience in operations, client integration/success, and/or fulfillment leadership roles, with a proven track record of driving organizational success.

• Deep expertise in operational strategy, resource planning, and process optimization.

• Strong background in client experience design, with an emphasis on creating scalable systems and processes.

• Exceptional leadership and team development skills, with the ability to inspire and grow high-performing teams.

• Proven ability to manage complex projects, budgets, and cross-functional initiatives.

• Advanced proficiency in operational tools and technologies, including resource planning and knowledge management platforms.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• Excellent communication and stakeholder management skills, with experience presenting to executive audiences. 

Want to know what to expect ahead? 

Phase 1: Submit your application.

Phase 2: Interview #1 - POP's Screen (30-minutes over Zoom)

Phase 3: Self-led Working Session (60-minutes)

Phase 4: Interview #2 - Expertise Interview (60-minutes over Zoom)

Phase 5: Interview #3 - Values Interview (60-minutes over Zoom)

Let’s do this! Come be part of a team where you will learn something new every day, challenge yourself and others, laugh a lot, and make a real impact by teaching people life’s most useful skills.

LifeLabs Learning is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. We will not have access to your personal Equal Employment Opportunity Commission information during the interview process. LifeLabs Learning is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, please let us know in your application or email us at Work@LifeLabsLearning.com