![]() In order to manage quality and efficiency in our processes, you are able to constantly monitor and understand trends data, and use it to make the right business adjustments Entrepreneurial self-starter: you are self-motivated and you take the initiative.You will also have a deep understanding of how training initiatives tie into the key metrics of the business, and you will own monitoring and reporting of our OPS performance and service levels against strategic goals. A more concrete example is to design and iterate an online training programme for our pet sitters.This might include planning workflows with Customer Success teams, measuring impact and iterating (post-implementation), working with 3rd party vendors and the Product team to deploy productivity software (think of CRM, Trello, Slack, etc.). After prioritising, you need to implement operational procedures.The goal of these strategic solutions is to scale the business in the most efficient and cost effective way possible while delivering a WOW experience to our customers.Other solutions will be more focussed on streamlining our support centre.These solutions will often require technical implementation, process documentation and training, which is why interaction with the Product team is very important.Come up with creative and efficient solutions for our day-to-day challenges.Prioritising: prioritise operational initiatives in line with business objectives.Qualitative: understand the user behaviour and psychology by managing our user-facing community team and by interacting with community members yourself.For example: where are the drop-offs in our sales funnels and how are they related to OPS and customer support? What is the impact of sitter response rates on booking success? Quantitative: find the weaknesses and opportunities in the business OPS processes by quantifying them.Your main responsibilities will be the following: Over time, as you grow into our Head of Operations managing your own team, the work will shift more towards the strategic end. This is a very intense role that has a clear and direct impact on the growth of our business with important strategic and executional components. It is your job to make sure demand is connected to supply in the most efficient and scalable way possible. Streamlining Operations and Customer Service are the keys to success in this market place. YOU can be part of this exciting new chapter from the very beginning! Are you a winner? Are you driven by a passion for making an impact? Are you keen to learn? Our team is driven, capable and very hard working! We are young and hungry enjoying every minute of this exciting adventure with a clear goal to win! We recently finalised a $1.1m financing round from great investors, which will allow us to significantly scale up. We launched only 1.5 years ago and have been showing strong and accelerated growth, which we are very excited about. We are Australia’s largest market place for pet sitting and pet related services. ![]() Mad Paws Pty Ltd (is a Sydney-based Internet startup. HEAD OF OPERATIONS IN HIGH GROWTH VENTURE BACKED STARTUP
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