Senior Operations Leader

# **Senior Operations Leader** At [**Domu.ai**](http://Domu.ai), we're building the agentic infrastructure for the future of the world's largest financial institutions. AI agents that handle millions of live interactions every day for Fortune 500 banks and insurers, end-to-end. Interactions are 3x-ing monthly. We're hitting problems most startups never encounter: real-time voice AI at scale, legacy banking infrastructure, enterprise telephony, and building regulatory frameworks in the US. ### **The role** * Own the operational model that makes Domu run 10 times better than the best BPOs in the world, with technology doing the work instead of people. You'll bring the industry playbook and rewrite it for a tech-first environment. * Help us close the gap between where Domu's operations are today and where they need to be: process discipline, SLA alignment, dialing hygiene, QA cycles, and real-time visibility across every client. Help us build the metrics infrastructure that the ops team runs on daily dashboards, live call volumes, contact rates, answer rates, and QA scores that make performance impossible to ignore. * Ensure we have the highest QA rubric for outbound call reviews, establish weekly QA cycles, close the feedback loop between QA findings and agents, and improvements. * Ensure we deliver ROI to our entire customer base. * Sit at the intersection of operations, engineering, and client success. This isn't a traditional ops or BPO manager role. **Why Domu** * This is a rocket-ship solving a real problem with real traction. Post $XXM in revenue, Fortune 500 customers, 12x YoY growth last year. * AI-first company with $1M+ revenue per employee. * Early enough to shape the product, the team, and the culture, and become a key leader in the company. You will work hand in hand with the founders. **What You Bring** * 5+ years in BPO or call center operations with direct experience managing supervisors and large agent teams. * Deep familiarity with outbound dialing infrastructure: SIP protocols, carrier compliance, spam-flagging mitigation, and answer rate optimization. * Demonstrated experience building or transforming operations systems, not just running them. * Comfort in a tech-first environment: you understand AI voice agents, can work with data tools, and can translate operational pain into scoped engineering requests. * You make decisions from metrics, not intuition. Comfortable building dashboards, reading ClickHouse data, and holding teams accountable to numbers that move in real time. **Extras We'd Be Excited About** * Experience with champion-challenger performance frameworks or A/B testing in outbound operations. * Background in fintech, debt collections, financial services, or regulated industries. * Experience building ops functions from scratch, QA rubrics, SLA frameworks, dialing playbooks. * Familiarity with voice AI or conversational AI platforms in a production environment. * You've built something operationally rigorous inside a fast-moving startup and want that challenge again. **Ideal Archetypes** * Senior ops manager at a top-tier BPO who's ready to stop managing people and start building the systems that replace them. * Head of Operations at a high-growth fintech or collections agency who wants to be the person who defines what ops excellence looks like at an AI-native company. * Startup operator with a BPO or call center foundation, someone who's felt the pace of a scaling company and wants full ownership of the outcome. **What We Offer** * Healthcare * Weekly stipend for food and transportation * Equipment budget * Whatever tools you need **About the Interview Process** 1. Intro call with Adriana (Chief of Staff & Compliance Lead) 2. Business case and technical challenge with the operations team. 3. Interview with Nick (CEO) and C-suite 4. Paid trial Visa sponsorship is not available for this role.