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Salary: USD 175,000 - 275,000 / annual
Decile Group is reinventing venture capital through VC Lab, a leading venture capital accelerator, and the Decile Hub platform—a comprehensive suite of tools (CRM, back office, digital signing, data room) serving hundreds of VC firms globally. We are seeking a Head of Operations to lead day-to-day operations of this complex, market-leading business.
You will oversee the operational infrastructure of our fund administration business, ensuring seamless service delivery to a growing portfolio of VC firms worldwide. You'll develop and implement operational strategies that balance efficiency, quality, and scalability while delivering exceptional client experiences. Collaboration with product teams will align roadmap priorities with customer feedback, driving feature launches, UX enhancements, and onboarding improvements that measurably boost customer experience and retention.
You will build and lead a high-performing team of fund operations and customer success professionals across multiple time zones. You'll create and manage benchmarks and reporting systems to drive continuous improvement and best-in-class service. Working closely with the executive team, you'll align operational capabilities with company growth targets and ensure regulatory compliance across multiple jurisdictions for fund administration clients.
Key responsibilities include driving automation and process optimization to increase capacity while maintaining 90+ NPS scores, managing relationships with key service providers and strategic partners, and implementing risk management protocols and best practices. You'll also stay ahead of trends in AI for support, automation, and customer intelligence tools.
REQUIREMENTS:
- 10+ years of experience in operations management, with at least 5 years in financial services or fund administration leadership
- Proven track record of scaling fund operations in a high-growth environment
- Strong understanding of venture capital fund structures, regulatory requirements, and industry best practices
- Experience building and leading remote teams across multiple geographies
- Ahead of trends in AI for support, automation, and customer intelligence tools
- Exceptional problem-solving abilities and analytical skills
- Outstanding communication and interpersonal skills
- Ability to thrive in ambiguity and drive clarity through complex situations
- Strong project management capabilities and attention to detail
- Experience with operational technology implementation and optimization
