Head of Operations

Culver City | On-site | Full time

About our client

Purpose is launching a new consumer mobile app to a large, engaged audience of millions. The company is close to go-time and the co-founder team is focused on shipping and growth—so Purpose is hiring an operator to own the business side and make the trains run on time.

About the role

Purpose needs someone who can stand up Support, Community, and Subscription Ops quickly, establish a tight weekly operating rhythm, and turn early traction into durable retention while the founding team focuses on product and growth.

What You'll Do

• Support (from zero): Launch Tier 1/2, help center v1, macros, QA, on-call. Hit business-hours first reply < 4h and drive CSAT ≥ 90%.
• Lifecycle & CRM: Run email/push (e.g., Customer.io/Braze), activation flows (D0→D7), win-backs, and rigorous A/B tests with clear measurement.
• Subscription ops: Own App Store Connect + Stripe (pricing tiers, promos, refunds/chargebacks, proration, tax/territories, receipt validation).
• Community: Spin up a high-signal customer community (likely Discord). Set guidelines, moderation, weekly programming, and KPIs.
• Instrumentation: Ship a weekly KPI pack (installs → trials → paid → retained; NPS; churn reasons; support volume; refunds).
• Cost discipline: Track unit economics at the event level and per paid user; partner with Engineering to protect gross margin.
• Operating cadence: Run staff meetings, OKRs, launch checklists, incident response, and postmortems.
• Team building: Hire, train, and lead Support Associates; scope Community, Trust & Safety, and RevOps as growth continues.

What You Bring

• 4–8+ years in B2C mobile subscription ops (wellness, productivity, education, or adjacent).
• Built Support and/or Community from zero and scaled it; SLAs, CSAT, and NPS are second nature.
• Fluency with App Store/Stripe mechanics, subscription math, refunds/chargebacks, and basic tax/territories.
• Lifecycle experience: planning, copy, targeting, and A/B testing that move activation and retention.
• Operator’s mindset: crisp SOPs, clear comms, calm under pressure, steady weekly rhythm.
• Comfortable working with modern AI tools (e.g., ChatGPT, Claude).
• Strong privacy and trust instincts.
• Nice to have: Experience at Calm/Headspace/Noom/Finch/Strava/Ash-like products; light SQL/analytics; Segment/Amplitude/Looker; Zendesk/Intercom/Help Scout; Braze/Customer.io/Iterable.

TOOLS (OR EQUIVALENTS)

Intercom/Help Scout/Zendesk, Jira/Linear, Notion, Slack, Braze/Customer.io/Iterable, Segment/Amplitude, Stripe, App Store Connect, Looker/Mode, Discord, OneSignal.

COMPENSATION

• Base: $100,000–$125,000
• Bonus: Optional performance bonus
• Equity: 0.1–0.25% DOE