SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 130,000 - 165,000 / annual
SuperDial is hiring an Operations Lead to own trial execution and customer onboarding—a critical moment in the customer journey. This role bridges Sales, Customer Success, Product, Engineering, Quality, and Agent Operations to ensure trials are clearly scoped, operationally sound, measured accurately, and translated into actionable insights.
You will own the complete trial lifecycle: from customer and use-case intake through results delivery and handoff into deployment. This is not a coordination role—you'll bring structure to ambiguity, diagnose performance drivers, and build repeatable systems that make trial operations more consistent, measurable, and scalable.
Key responsibilities include:
**Customer Use-Case Translation:** Partner with Sales and Customer Success to understand workflows, use cases, success criteria, and constraints. Translate ambiguous customer needs into clear operational requirements, scripts, quality expectations, and success metrics. Identify risks early—unclear scope, poor input quality, workflow complexity, AI performance gaps, or execution issues.
**Performance, Metrics & Commercial Insight:** Track and improve key trial metrics (batch completion rate, trial success rate, turnaround time, quality outcomes, deployment readiness). Use data and operational judgment to diagnose what drives performance. Distinguish between one-off execution misses and systemic issues. Surface crisp, commercially relevant insights that inform customer conversations, expansion opportunities, and internal prioritization.
**Cross-Functional Execution:** Partner across Agent Operations, Product, Engineering, Quality, Customer Success, and Sales to resolve issues impacting trial performance. Drive corrective actions across workflows, scripts, inputs, quality review, tooling, and processes. Escalate thoughtfully with proper context. Ensure clean handoffs to deployment operators with full context and learnings.
**Operating System & AI-Enabled Workflow Buildout:** Create and improve trial playbooks, intake templates, operating cadences, dashboards, runbooks, escalation paths, and handoff processes. Use AI tools, automation, and structured workflows to reduce manual effort and improve consistency. Turn recurring pain points into repeatable systems, templates, and tooling improvements. Partner with Product and Engineering to understand how AI behavior, workflow logic, and input quality affect performance.
Success milestones: By 30 days, you understand SuperDial's trial motion, customer use cases, and current pain points with strong cross-functional relationships. By 60 days, you independently manage trial execution for meaningful pipeline portions with more structured intake, tracking, and communication. By 90 days, you own trial operations across Sales with clear metrics, cleaner handoffs, and a more repeatable, scalable, insight-driven motion.
You are a high-ownership operator who turns ambiguity into structure. You clarify problems, build plans, drive execution, and communicate progress. You make strong decisions with imperfect information, know when to escalate, and are structured and metrics-oriented. You diagnose performance issues, identify root causes, and communicate operational detail in customer and leadership-ready language. You build trust across functions, are comfortable with AI tools and automation, and raise quality bars while keeping work moving. You're excited to build systems in a high-growth environment where the playbook is still being written.
Reports to the Director of Agent Operations. Based in New York, NY with a hybrid in-office model.
**Requirements:**
- 7+ years of relevant experience in operations, strategy and operations, product operations, implementation, technical solutions, customer operations, consulting, or another execution-heavy environment
- Experience owning complex workflows, customer deployments, internal systems, operational processes, or cross-functional initiatives end-to-end
- Experience operating in a customer-facing or commercially visible environment where quality, speed, communication, and outcomes all matter
- Strong ability to define metrics, diagnose quality or performance issues, and communicate outcomes clearly
- Demonstrated ability to work cross-functionally across Sales, Customer Success, Product, Engineering, Quality, or Operations
- Strong analytical judgment and comfort using spreadsheets, dashboards, structured analysis, or operational data to investigate problems and drive decisions
- Experience using AI tools, automation, dashboards, spreadsheets, or workflow systems to improve operational quality, speed, visibility, or repeatability
**Nice to Have:**
- Experience in healthcare, revenue cycle management, call center operations, marketplace operations, workflow automation, or other operationally complex environments
- Experience with AI-enabled workflows, automation, QA/QC systems, workflow tooling, routing logic, or data-heavy operations
- Experience in implementation, technical customer success, product operations, pre-sales/post-sales solutioning, or consulting
- Experience in a high-growth startup or scaling environment where processes and systems are still being built
- Experience partnering with offshore teams, BPOs, vendors, or external delivery partners
