Head of Business Operations

Company Description Glimmer is a Enterprise-grade SaaS platform that provides finance, creative and procurement leaders at Meta, Bloomberg, Morgan Stanley, Hearst and more with real-time visibility into their global content & creators operations across departments, vendors and geographies. Glimmer also providing an on-demand marketplace for over 50,000 vetted content studios in 192 countries and managed services for large-scale content and creator campaigns.Role Description The Head of Business Operations is a full-time, remote or hybrid role in the US. NY, NJ, Texas, California or Florida is preferred (where other team members are located). Offices in NYC and Austin. Base salary of $150-180K with generous seed-stage equity for this role and yearly bonus.We are seeking an execution-focused, hands-on Head of Business Operations to help scale our Enterprise SaaS & managed services business, serving Fortune 1000 companies and global media conglomerates. This role owns enterprise client SLAs, insuring the execution of the service to our key accounts, new business onboarding process, and makes sure internal operations are clearly structured, documented, and optimized.The ideal candidate is a hands-on startup operator who is analytical, organized, and comfortable working across our small but high-performing global team. Reporting to the co-CEO focused on client-facing initiatives, this person translates company strategy into practical systems, clear documentation, efficient onboarding flows, and scalable business processes while providing a world-class service for key accounts. Business Operations and StrategyImprove company-wide operating processes, including performance tracking, reporting, and cross-functional execution.Build dashboards, reports, and operating cadences to monitor business performance across sales, customer success, product, and finance.Oversee contracting process and SLA delivery for Enterprise clients, while partnering on strategic initiatives such as creator services, managed services, product launch communication, customer segmentation, market expansion, and process redesign.Smart implementation of AI workflows, guardrails for client facing business operationsSaaS Metrics and Performance ManagementTrack and analyze core SaaS metrics such as ARR, MRR, churn, net revenue retention, gross revenue retention, CAC, LTV, sales conversion, onboarding completion, and product adoption.Prepare and conduct business reviews, executive summaries, and performance insights for client-facing CEO.Use data to recommend improvements to revenue growth, retention, onboarding efficiency, and customer experience.Customer Onboarding FlowsDesign, document, and optimize customer onboarding flows from contract close through activation and adoption.Partner with customer success, implementation, product, and support teams to create scalable onboarding processes.Documentation and EnablementMaintain internal and external documentation, including SOPs, onboarding guides, workflow diagrams, product package summaries, customer journey maps, and training materials.Standardize documentation across departments to improve consistency and knowledge sharing.Develop enablement resources for sales, customer success, support, and implementation teams.Ensure documentation is clear, practical, organized, and easy for both internal teams and customers to use.Cross-Functional LeadershipAct as a key connector between sales and client-facing leadership with product operations, finance, and compliance.Facilitate alignment between teams when launching new features, updating pricing or packages, or changing customer-facing processes.Communicate clearly with stakeholders at all levels, from executive leadership to frontline teams.Qualifications7+ years of experience in business operations, revenue operations, strategy, customer operations, product operations, or a related role, preferably in a SaaS for Fortune 1000 companies.Strong understanding of SaaS metrics, recurring revenue models, customer onboarding, product adoption, retention, and revenue operations.AI operations implementation experienceProven ability to create onboarding flows, SOPs, process documentation, enablement materials, and scalable operational systems.Excellent analytical, project management, problem-solving skills and leadership skills for small teamsStrong communication skills with the ability to translate complex and creative ideas into clear documentation and action plans.Proven people leadership skills, with experience managing and developing operations teams.