What are the responsibilities and job description for the Agent Operations Success Lead position at Runbook?
We're building the AI workforce for the physical economy — AI agents that replace the manual coordination layer running on emails, spreadsheets, TMS, ERP, and phone calls at companies that move, make, and deliver physical things. Our agents handle complex multi-day workflows, learn from feedback, and reach 90% autonomous execution in production.
Our founder Obaid Khan co-founded Motive — scaled it to $350M in revenue and a $5B valuation. We're going after the next big problem in the same market. Early team but we have multiple customers including Fortune 500. We move fast and hold a high bar.
What You’ll Do
Our founder Obaid Khan co-founded Motive — scaled it to $350M in revenue and a $5B valuation. We're going after the next big problem in the same market. Early team but we have multiple customers including Fortune 500. We move fast and hold a high bar.
What You’ll Do
- Architect the Playbook: Take messy, manual coordination layers (emails, spreadsheets, legacy ERPs) from Fortune 500 customers and compress them into structured, reliable agent workflows.
- Drive Success via Consulting: Act as the lead "Solutions Architect" for our customers. You don't just answer questions; you consult on their business processes to ensure our AI agents integrate seamlessly into their daily operations.
- Own the Feedback Loop: You are the bridge between the customer and engineering. You’ll identify why an agent hit a 20% failure rate and define the operational or product fix required to get it to 95% autonomy.
- Scalable BizOps: Build the internal "Agent Command Center." Design the QA frameworks, documentation standards, and monitoring systems that will allow us to scale from 10 agents to 10,000.
- End-to-End Ownership: You own the customer journey from post-sale implementation to long-term expansion. If an agent fails in production at 2 AM, you own the process for how we fix it and ensure it never happens again.
- 4 years of "High-Stakes" Experience: Background in BizOps, Management Consulting, or Lead Solutions/Customer Success roles at a high-growth SaaS or logistics company.
- Technical Literacy: You don’t need to write production code, but you should be a "power user" of the modern stack (Zapier, n8n, SQL, or complex Excel/Airtable logic). You understand how APIs and webhooks work.
- Operational Rigor: You have a "systems-first" mindset. You can take a 50-step manual process and map it out with such clarity that an LLM (or an engineer) can execute it.
- Extreme Communication: You can hold your own in a boardroom with Fortune 500 executives and then pivot to a deep-dive session with our engineering team.
- The Mindset: You are energized by ambiguity, move fast, and want to own a massive vertical of the business.
- Small Team, High Trust: You will work directly with the founders and have a seat at the table for product strategy.
- Bias for Action: We value shipping and iterating over long-winded planning docs.
- In-Person Culture: Based in San Francisco to maximize high-bandwidth collaboration and rapid iteration.