Head of Customer Operations

Sellers Hub; Los Angeles (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Unlimited PTO

Flexible working environment

Job summary

Sellers Hub is seeking its first Head of Customer Operations to own the freight audit service across the customer portfolio in Los Angeles, with the goal of scaling the operation and building a world-class team.

You will lead automation-driven processes, establish SLAs and the OKR framework, and partner with product and engineering to drive efficiency while maintaining exceptional service for importers, carriers and logistics teams.

Qualifications

• 10+ years in international logistics or operations, with at least 3 years in a leadership role managing managers.
• Proven track record building scalable systems and teams in a high growth environment.
• Strategic thinker who translates ambiguity into clear priorities and action.
• Deep fluency in operational OKRs and data-driven decision making.

Responsibilities

• Set vision and execution plan for freight audit operations across the customer portfolio.
• Recruit, develop and lead the Customer Operations team and scale org structure for volume growth.
• Design automation-first processes, define SLAs and key metrics to scale operations.
• Be the operational voice in product, engineering and business discussions.

Skills

Strategic thinking

Executive presence

Data-driven decision making

OKRs

Leadership of managers

Job description

Our client is a fast growing logistics technology company whose platform automates freight invoice auditing and dispute recovery for importers, carriers and logistics teams. This is a newly created leadership seat, the company’s first Head of Customer Operations, owning what is already the largest department in the business.

You will set the strategic direction for the freight audit service. How it scales, how it automates, and how they deliver quality, across the entire customer portfolio.

What you will own

• Operational strategy. Set the vision and the execution plan for freight audit operations across the customer portfolio.
• Building and scaling the team. Recruit, develop and lead the Customer Operations Analysts and the wider logistics team, and optimise the org structure to support two to three times volume growth.
• Systems built for scale. Design repeatable, automation first processes, define the SLAs and the metrics that matter. This is the clearest place to make your mark.
• Cross functional alignment. Be the operational voice in product, engineering and business discussions, identifying where automation unlocks efficiency and where the human in the loop is irreplaceable.
• The numbers. Build and own the operational OKR framework, surface the insight, and lead the resolution when performance trends off track.
• Partnering with leadership. Contribute to company strategy, resource planning and the long term decisions around scaling the service offering.

How you will ramp

You step into the seat of the team firsthand, managing your own portfolio for three to six months before replacing yourself long term as you scale the team. This is a hands on leadership role, not a purely strategic one.

What we are looking for

• 10+ years in international logistics or operations, with at least 3 years in a leadership role managing managers.
• A proven track record building scalable systems and teams in a high growth environment.
• A strategic thinker who can translate ambiguity into clear priorities and action.
• Deep fluency in operational OKRs and a data driven approach to decision making.
• Strong executive presence and communication skills, comfortable influencing across product, engineering, customer success and the C suite.
• Startup experience preferred. You thrive without a playbook.

Working arrangement

Los Angeles strongly preferred, New York considered. This is an in office role, not remote, because the team is on site and the management is hands on. US work authorization required.

Why this seat

• A founding leadership role. You are the first person to hold it.
• The largest and fastest scaling department in the company.
• You take delivery from the first twenty five clients to the next fifty to one hundred, and build the infrastructure that makes it possible.
• Medical benefits, unlimited PTO, flexible working environment.