Head of Operations

Humanity Labs is building the digital workforce - AI-powered teams that work alongside humans to handle complex, time-consuming work. We're not building another AI tool; we're delivering managed digital colleagues that integrate into existing workflows and deliver measurable business outcomes. We're well-funded, growing fast, and already transforming operations for large paying customers in regulated industries like wealth management.

The Role

We're looking for a Head of Operations to help us scale our managed services from our current client base to 40 RIA customers. You'll be responsible for building and refining the operational infrastructure that powers our service delivery, ensuring we can consistently deliver exceptional results as we grow. This role sits at the intersection of service delivery, process optimization, and team enablement—you'll be the operational backbone that allows our digital workforce solutions to scale.

What You'll Do

Service Delivery Operations

• Design and implement scalable service delivery frameworks across multiple RIA clients
• Build and manage queue-based case management systems for digital workforce agents
• Establish service delivery tiers and SLA frameworks that support different customer segments
• Own the hypercare support model for new client implementations
• Develop operational playbooks for Service Delivery and the scalability of the Digital Workforce
• Oversee the Support Operations for the Digital Workforce
  
  

Process & Quality Management

• Standardize operational processes across the Humanity Labs suite of solutions
• Implement quality assurance frameworks for automated workflows
• Build monitoring and reporting systems to track service delivery metrics
• Identify process improvement opportunities and drive continuous optimization
• Ensure compliance with regulatory requirements (OFAC screening, audit trails, etc.)
  
  

Team & Resource Management

• Build organizational structures to support 40 customer operations
• Establish roles, responsibilities, and capacity models for Solutions Analysts and Support Engineers working closely with Service Delivery Management and Engineering
• Create training programs and knowledge management systems for the operations team
• Manage resource allocation across client engagements and internal projects
• Foster a culture of operational excellence and customer obsession
  
  

Strategic Initiatives

• Partner with Sales and Customer Success on service delivery aspects of new client onboarding
• Support M&A due diligence automation initiatives for PE-backed RIAs
• Collaborate on platform integrations (Salesforce, DocuSign, Tamarack, etc.)
• Contribute to the development of new service offerings and automation capabilities
• Drive operational readiness for scaling initiatives
  
  

Requirements

Required Experience

• 7 years in operations management, ideally in financial services, SaaS, or professional services
• Proven track record building scalable operational frameworks from the ground up
• Experience managing service delivery and support teams and complex client relationships
• Strong understanding of process optimization, workflow automation, and quality management
• Background working with wealth management, RIAs, or financial advisory firms is a major plus
  
  

Technical Skills

• Deep familiarity with CRM systems (Salesforce preferred), case management tools, and workflow automation platforms
• Comfortable with data analysis and operational reporting
• Experience with custodian platforms, financial operations, or investment operations is valuable
• Ability to learn new systems quickly and translate technical concepts for non-technical audiences
  
  

Core Competencies

• Systems thinker: You see how pieces fit together and build frameworks that scale
• Operational rigor: You sweat the details and build processes that ensure consistency
• Problem solver: You thrive in ambiguity and figure out solutions when the path isn't clear
• Builder mentality: You're excited to create something from scratch and iterate quickly
• Customer-focused: You understand that operations exists to deliver exceptional client outcomes
• Collaborative leader: You work effectively across teams and can influence without authority
  
  

Benefits

Competitive salary commensurate with experience, comprehensive benefits package including health, dental, and retirement plans. Opportunities for professional development and training in cutting-edge AI technologies. Collaborative work environment with exposure to innovative projects and emerging technologies. Flexible work arrangements and commitment to work-life balance.

This role represents an exciting opportunity to be at the forefront of AI adoption in business operations while directly impacting customer success and organizational efficiency. The ideal candidate will combine analytical rigor with creative problem-solving to drive meaningful business outcomes through intelligent automation and data-driven insights.