Head of Operations
About US Mobile
US Mobile is on a mission to revolutionize connectivity.
Imagine a world where you can open one app and buy terabytes of data for every one of your devices — your phone, car, home broadband, and beyond. That’s the future we’re building: a software platform designed for the 21st century and the age of 5G and IoT — powered by world-class engineering, intuitive design, and features that redefine what connectivity means.
Recognized by Forbes as one of America’s Best Startup Employers and ranked #94 on the Inc. 5000 Fastest-Growing Companies in America, US Mobile is a venture-backed company entering hypergrowth.
Our team spans 20+ countries, united by innovation, transparency, and a shared obsession with creating extraordinary customer experiences.
About the Role
We’re looking for an inspiring, high-performing Head of Operations to lead and scale our Product Experience organization — the heartbeat of how customers experience US Mobile every day.
In this role, you’ll oversee a rapidly growing, high-impact support ecosystem that manages thousands of daily interactions across multiple channels. You’ll build operational frameworks, drive performance excellence, and champion a culture of ownership, empathy, and innovation.
As part of the leadership team, you’ll report directly to senior executives and partner closely with the C-suite — providing actionable insights, driving key operational metrics, and influencing strategic decisions that shape the company’s growth trajectory.
What You’ll Do
Lead with vision and purpose: Oversee, inspire, and grow a 250+ member Product Experience team — building a culture rooted in care, accountability, and continuous improvement.
Own the end-to-end customer journey: Ensure every touchpoint — from onboarding to loyalty — is seamless, data-informed, and customer-obsessed.
Build and refine operational systems: Streamline workflows, eliminate inefficiencies, and create scalable frameworks that enable speed, consistency, and quality.
Drive performance through data: Define, measure, and analyze key KPIs (activation rates, resolution times, QA scores, CSAT, retention, etc.) — using insights to optimize processes and inform leadership decisions.
Report to executive leadership: Deliver clear, data-driven reporting and strategic recommendations to the C-suite, ensuring visibility into operational performance and customer sentiment trends.
Recruit, develop, and retain top talent: Build high-performing teams through thoughtful hiring, structured development paths, and regular coaching.
Foster collaboration across functions: Partner with Product, Growth, and Engineering to translate customer insights into improvements that directly impact experience and conversion.
Champion operational excellence: Create a high-trust environment where efficiency, empathy, and innovation coexist.
Solve complex challenges: Address operational bottlenecks, balance competing priorities, and drive fast, informed decisions that align with broader company goals.
What You’ll Bring
Bachelor’s degree in Business, Management, Strategy, or a related field (Master’s preferred).
8+ years of experience in Operations or Customer Experience, including 3+ years in a leadership role within a high-growth or startup environment.
Proven success in scaling or restructuring large operational teams (200+ FTEs) with measurable impact.
A data-first, analytical mindset — you can dissect metrics, identify trends, and translate insights into strategy.
A builder mentality: you thrive in ambiguity, design from first principles, and execute with precision.
Exceptional stakeholder management and communication skills — capable of influencing across functions and presenting confidently to executive leadership.
High emotional intelligence, resilience, and adaptability — you lead with empathy, clarity, and conviction.
Why You’ll Love Working Here
Work with a global leadership team defining the future of telecom and connectivity.
Lead one of the fastest-growing, most customer-obsessed teams in the industry.
Shape strategy and culture with direct visibility to the C-suite.
Join a company that values autonomy, innovation, and real human connection.
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Join US Mobile to help shape an organization that values operational excellence at its core.
If you’re passionate about operations and excited about making a meaningful impact, we’d love to hear from you! Apply Now and be part of a team that’s redefining customer experience and workplace culture at US Mobile.