Head of Client Operations

12 hours ago

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SmartCommerce

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eCommerce • Marketing • Retail

SmartCommerce is a company that delivers data-focused solutions for multichannel brands, allowing them to engage consumers through a variety of shopping methods. Their offerings include Click2Cart, which provides friction-free, one-click carting to prevent distractions from competitor ads and supports cart-based retargeting and SEO/SEM improvements. They provide omnichannel solutions with deep data insights, usable across display ads, social media, websites, and more. The company's flagship product, MOE (Master Optimization Engine), tracks real-time stock status and identifies substitutes for out-of-stock items without needing spreadsheets or manual inputs. SmartCommerce is used by major consumer brands, offering seamless integration into various marketing strategies and shopping platforms.

51 - 200 employees

🛍️ eCommerce

🛒 Retail

📋 Description

• Define and execute the vision and strategy for Client Operations, balancing speed, quality, and scalability • Build and lead a high-performing team of implementation managers and technical troubleshooting specialists • Establish operational metrics and KPIs that drive continuous improvement in implementation speed, client satisfaction, and issue resolution • Partner with Client Experience leadership to ensure smooth handoffs and consistent client journeys • Collaborate with Tech Ops, Engineering and Product to influence product & process roadmap based on implementation insights and recurring client challenges • Own the implementation methodology and playbook, ensuring repeatable success across diverse client profiles • Drive on-time delivery of client implementations while maintaining quality standards and technical best practices • Identify and remove bottlenecks in the implementation process through AI, automation, tooling, and process optimization • Manage implementation capacity planning and resource allocation across the client portfolio • Create scalable onboarding frameworks that accommodate both self-service and high-touch implementation models • Serve as the escalation point for complex technical issues that require cross-functional coordination • Establish troubleshooting protocols and SLAs that ensure rapid resolution without compromising long-term stability • Build knowledge management systems that capture solutions and prevent recurring issues • Conduct root cause analysis on critical incidents and drive systemic improvements • Maintain clear communication channels with clients during escalations, managing expectations and building trust • Act as the voice of implementation realities in product planning discussions • Translate technical constraints and capabilities for Client Experience teams • Provide Tech Ops with actionable feedback from client implementations and production issues • Work with Sales and Solutions Engineering to ensure implementation feasibility is vetted during pre-sale • Recruit, develop, and retain top talent with both technical and client-facing capabilities • Foster a culture of ownership, problem-solving, and continuous learning • Create career paths that recognize both technical expertise and client relationship skills • Implement training programs that keep the team current on platform capabilities and troubleshooting techniques

🎯 Requirements

• 8+ years of experience in client operations, implementation, technical account management, or solutions engineering roles • 4+ years leading teams in high-growth technology companies, ideally in SaaS or commerce platforms • Strong technical foundation with ability to understand APIs, integrations, data flows, and system architectures • Proven track record of scaling implementation processes from dozens to hundreds of clients • Experience managing both successful onboardings and complex technical escalations • Exceptional communication skills with ability to translate technical concepts for various audiences • Data-driven mindset with experience defining and tracking operational metrics • Experience working in ambiguous, fast-paced environments where you build the plane while flying it • **** • Preferred Qualifications • Background in e-commerce, payments, or marketplace platforms • Experience with implementation automation and tooling (e.g., workflow engines, integration platforms) • Familiarity with modern tech stacks including cloud infrastructure, microservices, and APIs • Previous experience bridging technical and business functions • Track record of process innovation that dramatically improved efficiency or client satisfaction

🏖️ Benefits

• Health Care Plans (Medical, Dental & Vision) • Retirement Plan (401k, Profit Sharing) • Life Insurance (Basic, Voluntary & AD&D) • Long-Term Disability • Short- Term Disability • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Work From Home • Wellness Resources