Head of Operations - Customer Implementations

Who You Are

• A senior operations leader with strong experience in SaaS implementations and customer delivery
• A strategic thinker who can scale processes while maintaining high-quality execution
• A strong people leader who builds, mentors, and motivates high-performing teams
• Customer-focused, with the ability to manage complex stakeholder relationships
• Highly organized with the ability to manage multiple projects and priorities simultaneously
• A problem solver who can navigate ambiguity and drive outcomes in fast-paced environments

What You’ll Do As the Head of Operations (Offshore) – Customer Implementations, you will lead the delivery and execution of customer implementations for the Athos Commerce platform. You will oversee a team of implementation specialists, drive operational excellence, and ensure high-quality onboarding experiences for customers. This role combines leadership, process development, and cross-functional collaboration to ensure successful deployments and strong customer outcomes.

How You Will Succeed

• Lead and manage end-to-end implementation of the Athos Commerce platform for new and existing customers
• Define and standardize implementation methodologies, processes, and best practices
• Ensure all implementations are delivered on time, within scope, and to high-quality standards
• Serve as a senior point of contact for customers during the implementation lifecycle
• Build and maintain strong relationships with customer stakeholders
• Communicate progress, milestones, and expectations clearly to clients
• Proactively manage risks and resolve customer concerns
• Lead, mentor, and develop a team of implementation and operations specialists
• Establish team KPIs, performance metrics, and accountability structures
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales teams
• Provide feedback from customer implementations to inform product improvements
• Develop scalable processes to support growth in implementation volume
• Track and optimize key operational metrics such as delivery timelines, customer satisfaction, and issue resolution
• Establish quality assurance standards for implementations and ensure successful go-live readiness

What We’re Looking For

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field
• 12+ years of experience in operations, implementation management, or customer success within a SaaS or e-commerce environment
• Proven experience building and scaling operational teams
• Experience implementing e-commerce or digital commerce technologies
• Strong project management and stakeholder management skills
• Ability to manage multiple customer implementations simultaneously
• Strong leadership, communication, and problem-solving skills
• Experience driving operational efficiency and process improvements

Nice to have:

• Experience with e-commerce platforms such as Shopify, Magento, or BigCommerce
• Familiarity with product discovery, AI search, merchandising, or personalization platforms
• Experience with SaaS onboarding frameworks and implementation methodologies

Benefits and Company Perks

• 24 PTOs in a calendar year
• Company-paid Health Insurance
• Company-paid Short Term and Long Term Disability coverage
• Company-paid Accidental Insurance
• Company-paid Learning & Development (L&D) programmes
• Flexible work environment – work from home, office, or hybrid
• Collaborative and innovation-driven work culture
• Opportunity to work on cutting-edge AI-powered ecommerce technology

Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.