Operations Lead

The role

The Operations Lead owns trial execution from customer intake through results delivery and handoff. You will build repeatable systems and use AI tools to make trial operations scalable and measurable.

What you will do

• Partner with Sales and Customer Success to understand customer workflows and success criteria.
• Translate customer needs into operational requirements, workflows, scripts, and success metrics.
• Identify risks including unclear scope, workflow complexity, or AI performance gaps.
• Track and improve key trial metrics like batch completion rate and turnaround time.
• Use data to understand performance drivers and distinguish systemic issues from execution misses.
• Surface commercially relevant insights for customer conversations and internal prioritization.
• Partner with cross-functional teams to resolve issues impacting trial performance.
• Drive corrective actions across workflows, scripts, and operating processes.
• Create and improve trial playbooks, templates, dashboards, and handoff processes.
• Use AI tools and automation to reduce manual effort and improve scalability.

Required qualifications

• 7+ years of relevant experience in operations, strategy and operations, product operations, implementation, technical solutions, customer operations, consulting, or another execution-heavy environment
• Experience owning complex workflows, customer deployments, internal systems, operational processes, or cross-functional initiatives end-to-end.
• Experience operating in a customer-facing or commercially visible environment.
• Strong ability to define metrics, diagnose quality or performance issues, and communicate outcomes clearly.
• Demonstrated ability to work cross-functionally across Sales, Customer Success, Product, Engineering, Quality, or Operations.
• Strong analytical judgment and comfort using spreadsheets, dashboards, structured analysis, or operational data.
• Experience using AI tools, automation, dashboards, spreadsheets, or workflow systems.

Nice to have

• Experience in healthcare, revenue cycle management, call center operations, marketplace operations, workflow automation, or other operationally complex environments.
• Experience with AI-enabled workflows, automation, QA/QC systems, workflow tooling, routing logic, or data-heavy operations.
• Experience in implementation, technical customer success, product operations, pre-sales/post-sales solutioning, or consulting.
• Experience in a high-growth startup or scaling environment where processes and systems are still being built.
• Experience partnering with offshore teams, BPOs, vendors, or external delivery partners.

Benefits

• Health benefits
• 401(k) plan
• Equity
• Unlimited PTO
• 16 weeks of parental leave

About the company

SuperDial is a high-growth environment where the playbook is still being written.