US Mobile is looking for an experienced and driven Head of Operations to lead and grow its Product Experience organization, which is central to how customers interact with the company daily. This role requires managing a rapidly expanding support ecosystem that handles thousands of customer interactions across multiple channels. The ideal candidate will develop operational frameworks, improve team performance, and cultivate a culture rooted in ownership, empathy, and innovation. Reporting directly to senior executives and working closely with the C-suite, the Head of Operations will deliver actionable insights, drive key performance metrics, and influence strategic decisions to support US Mobile’s rapid growth.
Key Responsibilities
- Lead and motivate a Product Experience team of over 250 members, fostering a culture of care, accountability, and continuous improvement.
- Oversee the entire customer journey, ensuring seamless, data-driven, and customer-centric experiences from onboarding through loyalty.
- Design and refine operational systems by streamlining workflows, eliminating inefficiencies, and building scalable frameworks that enhance speed, consistency, and quality.
- Define, track, and analyze key performance indicators such as activation rates, resolution times, quality assurance scores, customer satisfaction (CSAT), and retention to guide process improvements and leadership decisions.
- Deliver clear, data-driven reports and strategic recommendations to executive leadership, maintaining transparency into operational performance and customer sentiment trends.
- Recruit, develop, and retain top talent through strategic hiring, structured development programs, and ongoing coaching.
- Collaborate cross-functionally with Product, Growth, and Engineering teams to translate customer insights into impactful improvements that enhance experience and conversion rates.
- Champion operational excellence by fostering a high-trust environment where efficiency, empathy, and innovation thrive.
- Address complex operational challenges, balance competing priorities, and make fast, informed decisions aligned with company goals.
Required Qualifications
- Bachelor’s degree in Business, Management, Strategy, or a related field; Master’s degree preferred.
- At least 8 years of experience in Operations or Customer Experience, including a minimum of 3 years in a leadership role within a high-growth or startup environment.
- Proven success in scaling or restructuring large operational teams of 200+ full-time employees with measurable impact.
- Strong analytical and data-driven mindset, capable of interpreting metrics, identifying trends, and converting insights into actionable strategies.
- Ability to thrive in ambiguous environments, design solutions from first principles, and execute with precision.
- Exceptional stakeholder management and communication skills, with the ability to influence across functions and confidently present to executive leadership.
- High emotional intelligence, resilience, and adaptability, leading with empathy, clarity, and conviction.
Preferred Qualifications and Benefits
- Opportunity to work alongside a global leadership team shaping the future of telecom and connectivity.
- Lead one of the fastest-growing, most customer-focused teams in the industry.
- Directly influence company strategy and culture with visibility to the C-suite.
- Join a company that values autonomy, innovation, and genuine human connection.
- Be part of an organization recognized by Forbes as one of America’s Best Startup Employers and ranked #94 on the Inc. 5000 Fastest-Growing Companies in America.
If you are passionate about operations and eager to make a meaningful impact in a fast-paced, innovative environment, US Mobile invites you to apply and help redefine customer experience and workplace culture.
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