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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: customer intake, use-case translation, performance tracking, cross-functional execution, 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 consistent, measurable, and scalable.
Key responsibilities include:
• Customer Use-Case Translation: Partner with Sales and Customer Success to understand workflows, success criteria, and constraints. Translate ambiguous needs into clear operational requirements, workflows, scripts, and success metrics. Identify risks early—unclear scope, poor input quality, workflow complexity, or AI performance gaps.
• Performance & Metrics: Track trial metrics (batch completion rate, trial success rate, turnaround time, quality outcomes, deployment readiness). Use data and judgment to diagnose what drives performance. Distinguish one-off execution misses from systemic issues. Surface commercially relevant insights for customer conversations and internal prioritization.
• Cross-Functional Execution: Partner across teams to resolve issues impacting trial performance. Drive corrective actions across workflows, scripts, quality review, and tooling. Escalate thoughtfully with proper context. Ensure clean handoffs to deployment operators with full context and learnings.
• Operating System & AI-Enabled Workflows: Create trial playbooks, intake templates, dashboards, runbooks, and escalation paths. Use AI tools and automation to reduce manual effort and improve consistency. Turn recurring pain points into repeatable systems and tooling improvements.
Success milestones: By 30 days, you understand SuperDial's trial motion, pain points, and key stakeholders. By 60 days, you're independently managing trial execution with more structured intake and consistent tracking. By 90 days, you own trial operations across Sales with clear metrics, cleaner handoffs, and a more repeatable, scalable motion.
You are a high-ownership operator who turns ambiguity into structure. You make strong decisions with imperfect information, diagnose root causes, and communicate clearly across functions. You're comfortable with AI tools and automation, raise quality standards while keeping work moving, and thrive in high-growth environments where playbooks are still being written.
