Business Operations Manager (Remote)

Fireflies.ai is the #1 AI voice assistant -- automating note-taking, making meetings searchable, and turning voice into action & insights. It integrates into Zoom, Google Meet, and all major web-conferencing platforms. Fireflies is trusted by over 16M users across 300k+ companies worldwide. This year, Ramp recognized Fireflies as the 6th most popular AI platform behind OpenAI, Midjourney and Anthropic. Chances are you’ve seen Fireflies in one of your meetings!
As a Business Operations Manager at Fireflies, you will be responsible for a broad range of responsibilities across product operations, people operations, sales operations, and more. Coordinating work will require deep knowledge of the inner workings of the organization, as well as world-class operational execution skills. You will interact with employees on the team as well as key customers and C-level customer contacts as necessary. You’ll work closely with the CEO's strategic objectives, translating these into tangible operational plans, and ensuring their effective execution.

What you get to do in this role:

• Strategic objectives: Translate strategic goals set by leadership into operational plans. Manage and oversee the execution of these plans to ensure alignment with company objectives.
• Product Ops: Assist in resolving P1 issues and incidents, effectively communicating downtime to end users. Mobilize pager duty for engineers and coordinate the incident response process.
• Sales Ops: Ensure contracts, invoices, and payment collections with larger customers are handled efficiently and accurately. Collaborate closely with the sales team to identify and implement improvements in our sales processes.
• People Ops: Oversee and manage the hiring and onboarding processes. Ensure that new hires are provided with appropriate training and resources
• Customer Ops: Work on identifying, procuring, and implementing the right tooling to automate and streamline our customer support ticket system.
• Procurement Ops: Negotiate contracts with vendors and partners, ensuring that we secure the best deals and establish beneficial relationships. Manage the setup of these tools across the team
• Building operations playbooks: Given our globally distributed and 100% remote team, you'll develop and implement operations playbooks to ensure smooth collaboration and communication across various time zones and cultures.
  • Example: Campfire Process, Security Officer PR Review Guide
• Increase operation capability via automation: Build workflows with code, low-code or no-code to simplify work over time and manage the operations smoothly

Qualifications

To be successful in this role, we need someone who has:

• 3+ years of experience running operations in a startup environment
• Strong verbal and written communication skills
• Ability to effectively communicate with customers
• Ability to communicate technical concepts and deliver technical documentation to technical and non-technical stakeholders
• Developer-level proficiency in 1+ language (Javascript preferred), or a similar engineering background

You should have experience with:

• Management of cross-functional teams and coordination with senior leadership
• Developing and executing against operational plans
• Developing and implementing operational playbooks for global and remote teams
• Automating and streamlining processes/workflows by
  • Identifying, procuring, and implementing the right tooling
  • Building in-house automation
• Negotiating contracts with vendors and partners

You should be a great communicator:

• Take a look at our culture document: https://docs.google.com/presentation/d/1KkrWIbyjE-ZNHl5CFNbGjneuY-Z-mSERS_Ymnpt_o-E/edit
• We value overcommunication and candid feedback and want to build a no-bs, results-driven culture

Values that are important to us:

• You're data-driven and customer-focused
• You measure your results & automate when possible
• You get 10% better at something every week
• You have an internal compass and take accountability & initiative
• You thrive in glob