Head of Operations & Client Experience (Systems + Customer Success + Automation)

WE'RE BUILDING A $1B COMPANY, AND WE NEED ONE PERSON TO RUN AN ENTIRE SIDE OF IT A letter to the rare operator who wants more. You're good. Maybe great. But the place you're at can't keep up with you anymore, and you're tired of making someone else's average company slightly less average. We just crossed $1M/month, and we're scaling this into a $1B business. To pull that off, we need someone to own an entire side of the company. If that's you, keep reading. If you want comfortable and predictable, this isn't it. ────────── WHAT YOU GET HERE • Compensation: $90K-$140K+ OTE (base plus uncapped bonuses), with room to grow. We pay at the top because we hire at the top. • An A-player team. Driven people who push each other. No politics, no dead weight, no ceilings. • A mission that matters. We help real people retire with confidence and live wealthy, and we're disrupting a slow, outdated industry doing it. • Growth most people never get. You'll learn more in a year here than most do in a decade. We invest heavily in the people who invest in us. • A real seat in the rocket. $1M/month and climbing, building toward a major exit, and you'll own a whole side of it. Fair warning: this isn't about work-life balance. It's about maximizing your potential alongside people who feel the same way. If that scares you, we're not your team. If it lights you up, you just found home. ────────── WHO WE ARE We're Jet Financial Group, and we're building a $1B lead generation and wealth management company. Here's the machine: we capture retirees at the single most important financial moment of their lives, we book guaranteed appointments for financial advisors (that engine just crossed $1M/month), and we retain those clients for life through our own tele-wealth firm. Capture, monetize, retain: we own all three layers. That's rare, and it's exactly what turns a good business into a massive exit. We're not a startup hoping it works. It's already working. We're now scaling it into something legendary, and we're missing one person. ────────── THE ROLE The founder lives on the growth side: more leads, more appointments, more fuel in the machine. We need you to own the OTHER entire side: the clients, the delivery, and the operations that hold it all together. Here's what lands on your plate: • Build the customer service department from scratch, and lead the team that runs it. • Own onboarding: design how new clients get up and running, then make it better every month. • Fix the data nobody trusts, so our appointment counts and numbers are bulletproof and clients believe them. • Build the automations and systems that keep clients happy, retained, and buying again. • Bust the bottlenecks. When something breaks in fulfillment, you diagnose it and ship the fix, pulling in developers and others as needed. No tidy playbook. No hand-holding. A fast-growing company, real problems, and the authority to solve them your way. ────────── WHO WE'RE LOOKING FOR Most people are great at one half of this. They're either a warm, sharp client person who's lost the second you mention a system, or a builder who'd rather die than get on the phone with an upset client. We need the rare one who's genuinely elite at BOTH: someone who can calm a furious client AND go build the automation that makes sure it never happens again. You're the kind of person who: • Thinks about your craft when no one's paying you to. You're a little obsessed, and you're not ashamed of it. • Takes extreme ownership. No excuses, no finger-pointing. You own the outcome start to finish. • Sees a problem and brings the fix, instead of just pointing at what's broken. • Would rather build an empire than coast somewhere safe. And your résumé probably shows it: • You've built and led a customer success or support team. Not just answered tickets, but designed how it runs. • You've written the SOPs and playbooks that let a company scale without chaos. • You're fluent in CRMs and no-code tools (Zapier, Make, GoHighLevel, HubSpot). You build working systems, not slide decks about them. • You've moved real numbers like retention, churn, CSAT, and LTV, and you can point to the exact thing you built that moved them. • Bonus: agency, info-product, coaching, or financial-services operations experience. ────────── HOW TO APPLY (AND THIS IS THE REAL TEST) Forget the résumé. Forget the cover letter. We don't care. We want to see how you THINK. Reply to this post with a short Loom video that does two things: solves the case study, and sells us on why you're the one. 👉 The case study is here: https://docs.google.com/document/d/16w__PatLZDA1FgFHTvC0P_XlkncfSdM0w5YC_tczD-s/edit The more specific, creative, and sharp your answer, the better your shot. Generic gets deleted. This is your audition. Treat it like one. We only hire a few. We review every Loom. Make sure it's you.