Head of Client Operations

SmartCommerce sits at the epicenter of a massive market shift—the convergence of advertising and commerce into a unified, frictionless, ubiquitous experience. We're not just optimizing the funnel; we're transforming it. Every ad becomes a storefront. Every click becomes a purchase. Every interaction, whether it’s in commerce-enabled ads or in brands’ owned experiences, helps consumers shop in a frictionless way, and brands deliver experiences with insight better than ever before. We've cracked the code on instant commerce at scale.

The opportunity is huge and underserved. Brands waste $50B+ annually on ads that lead to dead ends—out-of-stock products, broken links, friction-filled checkout flows. We've built the infrastructure to capture that lost value. Our proprietary Click2Cart technology and real-time inventory intelligence across thousands of retailers transform wasted spend into revenue.

But we're just getting started. Backed by growth equity partners who share our vision, we're positioned to define the next decade of digital commerce. The platform we're building today—powered by our Master Optimization Engine (MOE) and by our massive consumer behavior data asset —is the foundation for something far bigger: an intelligent commerce layer that sits between multiple consumer touchpoints and every retail destination, orchestrating perfect purchases in real-time, and creating numerous data-driven opportunities to drive value for brands and their tech ecosystem.

We are better together!!! And we hope that includes you!!! We’re a community of problem solvers passionate about helping clients take their sales to the next level. We develop tools that reinvent the way products get into the hands of consumers across the globe.

The Candidate

We're seeking an exceptional Head of Client Operations to lead our Client Operations (COPS) team—the critical bridge between our Client Experience and Tech Operations functions. In this pivotal role, you'll oversee the end-to-end client implementation lifecycle and serve as the escalation point for complex technical troubleshooting, ensuring our clients achieve rapid time-to-value and sustained success with our platform.

This role requires a unique blend of technical acumen, operational excellence, cross-team collaboration, and client-centric leadership. You'll build and scale processes that transform client onboarding from a handoff into a seamless experience while maintaining the technical rigor that keeps our platform running flawlessly for every client.

Your responsibilities will be focused on the following areas:

Strategic Leadership

• 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

Client Implementations

• 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

Technical Troubleshooting & Escalations

• 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

Cross-Functional Collaboration

• 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

Team Development

• 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

• 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

At SmartCommerce, we recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers based on geographic zone, organizational needs, internal equity, market data, experience, education, industry knowledge and other factors that may prove relevant during the selection process to ensure we are able to attract the best candidates. 

This position is eligible to participate in a discretionary bonus program, subject to the rules governing the plan.  This role may also be eligible for stock-based compensation at the discretion of the Board of Directors.  SmartCommerce offers a variety of benefits, including health benefits, 401K retirement, paid parental leave, flexible time off and many more.

We expect the base salary range for this role to be $140,000 - $220,000, which represents our good faith estimate as to what our ideal candidates are likely to earn.

At SmartCommerce, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll also enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, supplementary benefits, paid time off, and professional development opportunities.

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