AI Operations Lead - OurRitual

5+ years of operations leadership experience with a track record of building and leading high-performing operations and/or customer success teams Hands-on operator — you've been the one writing the spec, running the experiment, and shipping the change, not just the one assigning it High EQ — you've managed sensitive workforces or changes before and know how to introduce change in ways that build trust rather than erode it Genuine fluency with AI as an operational tool — you've used it, deployed it, or built around it, and you have a point of view on where it fits and where it doesn't Strong product partnership instincts - you have worked closely with product organizations and know how to be an effective partner Builder mentality — energized by designing systems from scratch rather than maintaining ones that already exist Fluent English

Lead the operations team responsible for our 200+ expert therapists, with a deliberate focus on keeping the team lean and leveraging AI to do more with less Own expert hiring and onboarding, ensuring supply consistently meets customer demand across geographies, languages, and clinical needs Manage expert compensation strategy — designing models that reward quality, continuity, and platform engagement over raw session volume Build a performance management system for expert therapists that combines AI-driven feedback from session transcripts with human supervision — the right system to help every expert grow into their best self Define what quality looks like on the platform, and design the feedback loops, supervision structures, and growth pathways that move experts toward it Partner with clinical leadership to ensure performance systems are both therapeutically soundandoperationally efficient Lead the customer success function — onboarding, support, retention interventions, and the human touchpoints that surround the product Leverage AI to build a customer service operation that's faster, more empathetic, and more scalable than traditional support models Turn customer service into a learning engine — surfacing patterns, escalating signal to product, and closing the loop with members Design and implement the operational systems, tooling, and processes that let us scale the model without losing what makes it work Close the policy gaps — for both members and experts — that a fast-growing company inevitably accumulates, and build the muscle for creating, communicating, and maintaining clear policies as the org evolves Identify where AI can replace, augment, or eliminate operational work — and build accordingly Establish the metrics, dashboards, and operating rhythms that give the team and leadership real-time visibility into how the business is running Partner closely with product to shape the internal tools, expert-facing surfaces, and AI workflows that operations depends on Advocate for the needs of experts inside product conversations — they're the supply side of a marketplace, and their experience compounds into customer experience Translate frontline learnings from customer service and the expert network into product priorities 5+ years of operations leadership experience with a track record of building and leading high-performing operations and/or customer success teams Hands-on operator — you've been the one writing the spec, running the experiment, and shipping the change, not just the one assigning it High EQ — you've managed sensitive workforces or changes before and know how to introduce change in ways that build trust rather than erode it Genuine fluency with AI as an operational tool — you've used it, deployed it, or built around it, and you have a point of view on where it fits and where it doesn't Strong product partnership instincts - you have worked closely with product organizations and know how to be an effective partner Builder mentality — energized by designing systems from scratch rather than maintaining ones that already exist Fluent English 0-to-1 operations leadership at an early-stage company that scaled meaningfully Experience scaling a marketplace, services business, or operationally complex consumer company Background managing clinical or professional networks (therapists, coaches, doctors, lawyers) Experience with AI-powered customer service tools, supervision systems, or workforce quality platforms Personal experience with therapy — it builds intuition for what experts and customers actually need

5+ years of operations leadership experience with a track record of building and leading high-performing operations and/or customer success teams Hands-on operator — you've been the one writing the spec, running the experiment, and shipping the change, not just the one assigning it High EQ — you've managed sensitive workforces or changes before and know how to introduce change in ways that build trust rather than erode it Genuine fluency with AI as an operational tool — you've used it, deployed it, or built around it, and you have a point of view on where it fits and where it doesn't Strong product partnership instincts - you have worked closely with product organizations and know how to be an effective partner Builder mentality — energized by designing systems from scratch rather than maintaining ones that already exist Fluent English