Head of Business Operations - Remote

Hiring Location This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:
About Phorest Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company.
You’ll join a group of highly motivated individuals working together to help Phorest grow even faster.
The Opportunity As our Director of Operations, North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region.
Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support.
You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate.
You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow.
What You’ll Do Lead North America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions.

Translate regional business goals into clear operational priorities, KPIs, plans and team objectives.

Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance.

Ensure Onboarding, Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals.

Build scalable operating models that enable us to grow customer volumes while maintaining service quality and a strong employee experience.

Own operational performance across Support, including response and resolution times, customer satisfaction, quality, productivity and overall service delivery.

Lead the performance of Onboarding, improving areas such as time to onboard, customer readiness, implementation quality, capacity and customer satisfaction.

Use customer feedback and operational data to identify trends, root causes and opportunities to improve the customer journey.

Lead, coach and develop Onboarding, Support, and Pay Operations managers, creating clear expectations and building strong leadership capability and accountability across the region.

Establish effective operating rhythms, dashboards and performance reviews, giving regional leadership clear visibility of performance and priorities.

Lead workforce and capacity planning in partnership with Finance and People, ensuring teams are structured and resourced effectively.

Partner closely with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs and deliver a joined-up customer experience.

Identify and lead continuous improvement initiatives across processes, workflows, documentation and tooling.

Explore how automation, AI and data insights can improve productivity and scalability while protecting both the customer and employee experience.

Build a culture of continuous improvement where teams are empowered to identify and implement better ways of working.

Who You Are 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment.

Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred.

Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes.

Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value.

The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations.

Experience improving processes and building scalable operating models as an organisation grows.

Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders.

Benefits Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.
We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We'd love to have a chat and see if you could be a great fit.

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