Strategy & Operations

The Role

Launching a mobile service requires stitching together carriers, regulations, payments, and support across markets. We’ve built the platform. The next challenge is scaling operations so customers go live smoothly, stay healthy, and their learnings feed back into the product.

You will own the end-to-end support experience across the customer lifecycle, from launch readiness and implementation through post-launch optimization. You will partner closely with customers to design and run their support motion, identify the moments that drive contacts and dissatisfaction, and turn those insights into playbooks and improvements that make every new launch smoother and every user experience better. You will operate with high autonomy and report to the [Head of Support].

This role is for someone who thrives in complexity, communicates confidently with senior customer stakeholders, and uses AI as default leverage to move faster and build better.

What You Will Do

• Lead customer implementations on the ground. Own parts of each deployment from kickoff to go-live: scope the support model, align internal teams, stay close to the customer until the deployment is healthy and performing—not just launched.
• Be the face of Gigs with customers. Serve as the primary point of contact across pre-sales, implementation, and post-launch. Build the kind of relationships where customers call you first when something goes wrong—because they trust you to fix it.
• Dig into the data. Track activation funnels, identify drop-off and degradation patterns, run root cause analyses on performance issues. Turn what you find into clear, actionable recommendations—not dashboards that collect dust.
• Take field insights back to the product. You'll see where the platform breaks in practice before anyone else does. Structure that knowledge and bring it to Product and Engineering in a way they can act on. You're the closest thing to a field reporter we have.
• Build AI into how you work. Use AI tools to automate recurring tasks, accelerate analysis, prototype lightweight internal tooling, and generally move faster than headcount would otherwise allow. This is a working expectation, not a perk.
• Know the platform end to end. Get deep into how Gigs works—provisioning, billing, support tooling, connectivity infrastructure. You should be able to explain any part of the system to a customer and diagnose any part of it when it fails.
• Build what scales. Write the runbooks, design the workflows, and document what you learn so that the next deployment goes faster than the last. What you build should outlast your direct involvement.
• Keep things moving. Help cross-functional teams stay coordinated and accountable. Unblock what needs unblocking. Reduce friction without creating bureaucracy.

What We Are Looking For

• 4+ years in a demanding operational environment—strategy & operations, bizops, management consulting, technical account management, or somewhere else where you had to figure out how to get hard things done with imperfect information. You've operated under pressure. You know what it feels like to own something that matters.
• You are self-driven and relentlessly proactive. You don't need someone to hand you a problem definition. You find the problem, form a view on how to solve it, and start moving. We'd rather tell you to slow down than push you to speed up.
• AI is part of your working stack. You use AI tools daily—for analysis, automation, building internal tooling, accelerating research. You can point to specific things you've built or automated that didn't exist before you made them. This is a working expectation, not a cultural point.
• You can read the room and the data. Comfortable running SQL, building in spreadsheets, working across BI tools. You can translate a data finding into a business decision and communicate it clearly to technical and non-technical audiences alike.
• Technically curious. You don't need to be an engineer. But you need to be the kind of person who reads API documentation for fun, asks sharp questions in engineering conversations, and understands enough about how systems work to be dangerous in a good way.
• Credible with customers. You can run an external meeting with a customer's executive team, manage post-launch relationships with follow-through and care, and represent Gigs in a way that builds trust rather than dependency.
• High ownership, low ego. You juggle context across multiple workstreams without dropping threads. You take pride in making complex things work reliably, not in getting credit for it. When something is yours, it gets done.

Bonus points if

• You have experience in telecoms, fintech, or B2B SaaS—especially anything touching connectivity, payments, or platform operations.
• You've worked in a customer-facing implementation or technical account management role and know what good looks like.
• You've built or improved internal tooling, reporting infrastructure, or automated workflows using AI or no-code tools.

Salary Range: $140,000 - $190,000