Head of Business Operations

Head Of Business Operations

Klaviyo, the autonomous B2C CRM company, is at an inflection point. We've built something that works and customers love — now the mandate is scaling it with discipline in a market that is being disrupted by AI on a daily basis. This is an incredible opportunity that requires strategy, change management skills and operating rigor – all things that best in class Business Operations' teams are known for. The Head of Business Operations owns the system that makes Klaviyo execute. Not a function. Not a program. The whole operating architecture — how strategy gets set, how it cascades, how cross-functional work actually moves, how the leadership team stays aligned, and how the Board stays informed. You will call out what's broken. You will fix it. And you will do it without waiting for permission.

This role sits at the intersection of the CEO, the senior leadership team (LT), and the operational engine of the company. If you've scaled a company through hypergrowth, led the unglamorous work that makes a leadership team actually function, and built operating systems that outlast any individual — this was written for you.

What You'll Own

Business Strategy, Planning & Execution

• Lead the annual and multi-year operating planning process: align the LT on top company priorities, connect initiatives to Annual Operating Plan, and make sure every Klaviyo understands how their work ties to what matters most
• Own the company-wide OKR process end to end — set, cascade, review quarterly, communicate progress, and hold owners accountable to outcomes, not just metrics
• Define and manage company KPIs across functions; run regular performance reviews and operational audits; identify what's off-track and drive resolution before it compounds
• Drive automation of KPIs and OKR results using AI tools and internal agents to provide real-time visibility into data trends and insights
• Own the management operating system: the meetings, the cadences, the decision forums — design how they interact and make sure they're actually moving the company forward, not just filling calendars
• Obsess over operational efficiency: notice what's broken, name it clearly, and fix it — before it becomes expensive

Top Strategic Initiatives

• Lead and/or support Klaviyo's highest-priority cross-functional initiatives — providing functional owners with leverage and making sure execution moves together, not in parallel silos
• Drive alignment on key decisions, manage cross-functional working teams, track deliverables, and own outcomes — including where no one else has clear ownership
• Take on the cross-functional work that matters but doesn't have a natural home, including our evolving AI approach
• Drive consistent reporting and a unified view of the business by collaborating with GTM and R&D Analytics teams. Independently conduct root cause analyses for critical company issues.

CEO & Leadership Team Effectiveness

• Design and run the operating cadences for our Co-CEOs and the senior leadership team: weekly meetings, leadership forums, quarterly offsites, executive planning calendar
• Support preparation of Board meeting materials, agenda, and co-CEO narrative; manage the Board portal; contribute to the multi-year Board calendar
• Keep Board members informed and engaged between meetings — not just the formal book, but the context and momentum they need to govern well
• Attend meetings on behalf of our Co-CEOs as needed; drive follow-through on commitments

Culture & Presence

• Show up visibly across Klaviyo — at all-hands, in team meetings, in KRGs, in global offices
• Be a genuine culture carrier; model what extreme ownership looks like at the operational level
• Champion AI adoption

What We're Looking For

Experience

• 12+ years in business operations, strategic operations, or Chief of Staff roles at high-growth technology companies — ideally with experience across both hypergrowth and post-IPO phases
• Proven track record of building and running a company-wide operating system — OKRs, planning, performance management — not just participating in one someone else designed
• Experience leading through major organizational inflection points: rapid scaling, go-public events, integrations, or significant structural change
• Demonstrated ability to work directly with and influence CEOs and senior leadership teams without relying on positional authority — through clarity, credibility, and quality of thinking
• Experience building and leading high-performing teams; a developer of people, not just a driver of output
• Financial fluency is non-negotiable: comfort with LRP/annual planning cycles, unit economics, and working alongside a CFO and finance org as a true peer — not just a consumer of their outputs
• Background in management consulting or investment banking a plus; operators who built their skills in the trenches are equally valued
• SaaS, B2B software, or marketing technology experience preferred

Skills & Attributes

• Exceptional communicator: writes with precision, speaks with confidence, and can hold a room with a Board narrative or an all-hands equally well
• Moves with urgency: comfortable in short iterative cycles, makes decisions with incomplete information, creates momentum where others create decks
• Operationally obsessed: you notice inefficiency like a splinter; you can't leave it alone until it's fixed
• AI-native operator: you understand how to design and leverage AI systems to automate reporting, surface real-time visibility into KPIs and OKRs, and drive company-wide efficiency — and you're resourceful enough to go find the source data yourself rather than waiting for someone to hand it to you
• Data-driven and influential: you don't just analyze — you use data as a lever; your insights shape decisions, change minds, and move the org toward better outcomes
• A natural integrator: builds trust with functional leaders, navigates tension without drama, keeps the company moving without becoming the bottleneck
• Deeply aligned with Klaviyo's values: extreme ownership, high standards, collaborative directness, customer orientation, level playing field

What This Role Is Not

This is not a chief of staff role that begins and ends with the CEO's calendar. It is not a program manager who tracks work other people own. And it is not a strategic advisor who synthesizes without executing. This is an operator with real accountability for how Klaviyo runs — who brings both the systems thinking and the hands-on discipline to make it better, every quarter.