Ueni ("you and i") is on a mission to help small businesses succeed online. We provide a done-for-you service that builds websites and delivers digital marketing solutions to thousands of sole proprietors and microbusinesses worldwide. Our model combines software with human expertise — enabling us to deliver affordable, high-quality service at scale.
the role
we're looking for a hands‐on, process‐obsessed vp of operations to lead and scale our service delivery. This is a senior operational role — not an advisory or c‐level position — perfect for someone who thrives on deep execution and wants to drive meaningful impact across fulfillment, support, and customer experience.
you will drive operational efficiency across the organization:
* website fulfillment & edits
* marketing services delivery
* customer support
* customer success & retention
you'll drive change, partnering closely with the founding team and management to redesign how we operate — increasing efficiency, reducing unit costs, and maintaining our high standards of customer service.
key responsibilities
* drive kpis in day‐to‐day operations across fulfillment, support, and customer‐facing teams.
* audit current processes and lead end‐to‐end redesign of operational workflows.
* identify and implement process improvements that reduce cost, increase speed, and maintain quality.
* standardize delivery playbooks and sops across teams and geographies.
* define and track kpis related to efficiency, unit economics, slas, and customer satisfaction.
* drive operational excellence through automation, tools, and team alignment.
* manage and coach mid‐level operational managers.
* act as a key voice in company leadership — bringing operational clarity to strategy discussions.
* build scalable systems to support growth while maintaining affordable service for customers.
what we're looking for must‐have experience
* 7+ years leading operations in a tech‐enabled services or saas environment
* proven success scaling operations while improving unit economics
* experience managing fulfillment and customer‐facing service teams
* deep familiarity with service metrics (e.g., cost per order, time‐to‐fulfillment, csat, churn)
* comfortable going deep into processes, data, and team‐level execution
* experience driving implementation of new tools / ai across organizations
highly desirable experience
* website building, marketing tech, or agency/managed service background
* lean, six sigma, or other process improvement frameworks
* experience implementing ai or automation into workflows
* familiarity with tools like zendesk, notion, airtable, slack, asana, jira
you are
* a doer — not just a strategist
* detail‐oriented and highly analytical
* obsessed with process, systems, and scalable solutions
* a strong people leader who builds trust and sets high standards
* customer‐centric — you care deeply about the experience we deliver
* great communicator
why ueni?
* mission‐driven company serving real‐world entrepreneurs
* opportunity to reshape how digital services are delivered at scale
* work closely with a passionate founding team
* remote‐friendly and flexible culture
* competitive compensation
pay: $7,000.00 - $100,000.00 per month
language
* fluent english (required)
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