Encore is expanding exponentially. This role owns the design, implementation, and governance of the company’s core operating processes: identifying inefficiencies, closing ownership gaps, and building the playbooks, benchmarks, and metrics that keep the business running. The role also owns customer quality and account expansion tracking, and reports directly to the CEO on operational and strategic performance.
What you'll do
Process diagnosis: Identify operational inefficiencies, bottlenecks, duplicated effort, and unclear ownership before they escalate.
Process design: Build and maintain the playbooks and SOPs the company uses, and retire those that are obsolete.
Operational strategy & benchmarking: Research industry and competitor practices, and translate findings into strategy recommendations for the CEO.
Customer quality & expansion: Own the metrics for customer satisfaction and service quality, and the process for converting healthy accounts into upsell and expansion revenue.
Change management & audits: Run operational audits, drive fixes to closure, and lead adoption of new processes with function leads.
Metrics & reporting: Track the operational, customer, and growth metrics that matter, and report on business health directly to the CEO.
Process Scope
Process ownership spans the operating model end to end: customer lifecycle and expansion, cross-org handoffs (e.g., Product-Sales, Sales-Marketing), people lifecycle (onboarding, reviews, leveling), OKR cadence, communication and knowledge management, feedback and continuous improvement, vendor and compliance operations, and domain ownership mapping.
Requirements
6+ years in operations, business operations, management consulting, or a similar cross-functional role, including 2+ years scaling processes at a high-growth company.
Track record of diagnosing inefficiencies and implementing process fixes that were adopted company-wide.
Proficiency with CRM, finance, HR, and support data, including usage and upsell/expansion pipeline, to identify and resolve operational breakdowns.
Experience running company-wide cadences end to end, including OKR cycles, engagement surveys, and performance reviews.
Demonstrated ability to lead cross-functional change without direct authority, and to drive adoption.
Strong written communication; produces playbooks and SOPs that are clear and consistently followed.
Required: prior experience at a company with forward-deployed engineers (FDEs), a deployed/professional-services delivery model, or a similar customer-embedded deployment strategy.
Nice to have
Experience as COO, VP Operations, management consultant, or Chief of Staff in a strategy or operations function.
Background in B2B SaaS or AI at a comparable stage.
Familiarity with vendor and compliance management, and with tools such as Notion, Asana/Linear, Salesforce/HubSpot, and Looker/Tableau.