Director of Operations
Overview
Invisible is the operations innovation company transforming how companies are built and run. We are a tech-enabled service providing solutions to the world’s most complex business problems. Driven by our proprietary process orchestration platform, we seamlessly integrate advanced AI and automation with a global network of over 3,500 experts. This powerful combination delivers new capabilities and eliminates barriers to execution for our clients, unlocking unprecedented efficiency, scale, and growth opportunities. Invisible has experienced exponential growth, quadrupling in size year over year for the past three years. At the beginning of 2024, we surpassed an Annual Recurring Revenue (ARR) of $100 million and continue to grow at speed. Operating as a profitable business, we maintain near complete ownership, with a firm foundation built on creating long-term shareholder value. We are excited to offer substantial equity compensation as part of our commitment to our team, presenting life-changing opportunities for our partners.
Job Description
As the operations innovation company, high-performing operations are the heart of the value that we deliver to our clients. We are seeking a strategic and results-oriented Director of Operations to lead and accelerate our AI training and enablement efforts across our largest enterprise relationships. The Director of Operations will be responsible for owning, building and strengthening our relationships with these clients–including collaborating with some of the world’s top AI researchers. You will lead our Operations Managers to design processes, manage complex projects, and oversee a large-scale workforce–including hundreds of team members who range from bright high school graduates to PhDs & professors, from engineers and mathematicians to creative writers and linguists.
As a team, you will together scope and refine expert training processes for these models with a team of advanced human trainers, as well deploy cutting-edge operations and best practices across enterprise companies. You will be on the front lines of innovating new methods of AI training, constantly iterating and refining how human-generated data can best evolve the AI models that our clients are creating.
A successful candidate will be able to set the vision for the client and the team. You must have a role model service mentality, strive for operational improvements and efficiency, and possess the experience and skills to manage a team effectively at scale.
Responsibilities
- - Manage Strategic Clients Relationships: Partner with researchers and managers at our clients'' companies at both the strategic and tactical levels, working with them to define their needs, map their processes, and ensure our work is achieving their goals. Manage one of our tech giant clients or 2-3 more mid-sized companies. On behalf of our clients, liaise with Invisible’s product and technical functions to build and design new frameworks and guidelines to drive best practices in AI training and, ultimately, improvements to AI models.
- - Complex Operations & Team Management: Manage an operations team of hundreds, including Operations Managers, Operations Analysts, and many AI trainers. Run hiring, staffing, and development of sizable project teams. Ensure your team is managing processes and projects excellently at and above internal and external KPI expectations.
- - Systems Thinking: Identify areas for process improvement and efficiency gains, and scope new processes when needed. Be relentlessly curious, creative and proactive in implementing solutions to critical issues. Seek cross-cutting improvements to systems to improve the team. While some process innovations will not require new technology, others will; you will partner with product managers on Invisible’s technologies team to be able to create new technologies.
- - Own Your Business: Develop and implement strategies that drive growth and profitability. Maintain client health in both service and unit economics and provide guidance and leadership to the team of operators that are in charge of producing the outputs of the client/process. Working with direct reports, own the financial cycles for the book of clients, including payroll reconciliation and approval, and end-of-month closure of the financials.
Required Skills
- - More than 5 years of experience in operations management in a client-facing capacity; proven track record delivering exceptional service.
- - Excellent communication skills, both verbal and written.
- - Strong management and leadership skills and ability to provide guidance and support to a team, including experience managing an organization of at least 30+ people (though 100+ would be preferred) across at least 2 layers of management (e.g. managing managers).
- - Ability to work remotely and manage teams without in-person interaction.
- - Experience building and managing financial models, especially cost-driven analysis; comfortable with data analysis in spreadsheets, managing complex formulas and building processes.
- - Experience in capacity planning and project management.
- - Ability to think strategically with agility in complex and difficult situations.
- - Strong sense of urgency and ability to prioritize.
Benefits
- - US (EST or PST) Hours
- - Base: $120,000
- - Base + Bonus Target: $165,000
- - Eligible to receive company equity grant
- - Flexible Work Schedule / Un-accrued Vacation Days
- - Work Remotely
About the company
AI. Automation. People. Our process orchestration platform uses flexible combinations of generative AI, 300+ integrations, and over 3,500 trained experts as managed services to tackle your problems at any scale.