Operations Manager

About Invisible

Invisible is the operations innovation company transforming how companies are built and run.

We’re a tech-enabled services company providing AI-enabled solutions to our clients. Invisible partners with leading model providers like OpenAI and Cohere to help train the most advanced language models. These partnerships with AI firms provide early access to best-practice AI research and LLMs, enabling efficient automation and optimization of complex processes. We also partner with Fortune 500 companies to automate tasks such as menu management for DoorDash and claims processing for American Family Insurance, significantly improving quality while reducing cost and time to completion.

Customers choose us for our curated pool of on-demand global experts; our flexible orchestration platform that seamlessly blends advanced technology with elite talent; and our outcomes-based pricing. Invisible has 10x’d our revenue in the last two years, is highly profitable, and was recently ranked #3 in Artificial Intelligence on Inc. 5000’s annual list of fastest-growing private companies in America.

Invisible has experienced exponential growth, quadrupling in size year over year for the past three years. At the beginning of 2024, we surpassed an Annualized Revenue Run Rate of $100 million and continue to grow at speed. We operate as a profitable business and own a majority of the company, going against the grain in the venture-backed AI space. We look for like-minded individuals to join us as we aim to grow into the largest services firm in the world that bridges the gap between AI and enterprise success.

About The Role 

As an operational innovation company, operations are the heart of the value that we deliver to our clients. We are seeking a dynamic and results-driven Operations Manager to accelerate our AI training and application efforts.

The Operations Manager will be responsible for managing complex processes, clients, and a large-scale workforce. As a member of our AI training and application team. You will scope and refine expert training processes for these models with a team of advanced human trainers, as well deploy cutting-edge operations and best practices across enterprise companies.

A successful candidate will be a fast, adaptable learner to keep pace within this high-velocity space. They will also deliver excellent service and strategic, thought-partnership to clients through managing teams and our tech-enabled process automation

What You’ll Do 

Key Responsibilities 

• Manage Strategic Clients Relationships: Oversee operational delivery to a book of clients to ensure that their evolving needs are met, requiring strong communication and presentation skills, clear expectations management and service-level agreements, and timely troubleshooting. Ensure pricing and billing are accurate.
• Manage Complex Projects: Partner with clients to align on expected work volume, use forecasts to develop a project plan and ensure sufficient capacity. Serve as a bridge between the client and automations teams to develop and refine processes.
• Innovate & Iterate on Process Design: Build and design frameworks and guidelines to drive best practices in AI training and, ultimately, improvements to AI models. Iterate through collaboration with team members, peers, and clients.
• Manage Large-Scale Teams: Oversee hiring, staffing, and development of sizable project teams. Act as the vital link between our clients and teams throughout Invisible, requiring a strong synthesis of client needs and an eye towards productive collaboration. Onboard new joiners.
• Inspire Creativity: Identify areas for process improvement and efficiency gains, and scope new processes when needed. Be relentlessly curious, creative and proactive in implementing solutions to critical issues. Seek cross-cutting improvements to systems to improve the team.
• Own Your Business: Maintain client health in both service and unit economics and provide guidance and leadership to the team of operators that are in charge of producing the outputs of the client/process. Own the financial cycles for the book of clients, including payroll reconciliation and approval, and end-of-month closure of the financials. Collaborate with the Director/s to develop and implement strategies that drive growth and profitability.

What We Need 

Skills and Qualifications 

• At least 5 years of experience in operations management, preferably in a client-facing role
• Proven track record of managing client relationships and delivering exceptional service
• Ideal candidates will have familiarity within or exposure to AI concepts, though curiosity and fast learning are more important
• Intermediate understanding of how to build financial models, especially cost-driven analysis; comfortable with data analysis in spreadsheets, managing complex formulas and building processes.
• Strong management and leadership skills and ability to provide guidance and support to a team.
• Experience in capacity planning and project management
• Excellent communication skills, both verbal and written
• Ability to work remotely and manage teams without in-person interaction
• Ability to think strategically in complex and difficult situations
• Strong sense of urgency and ability to prioritize tasks; be open and flexible on schedules

What’s In It For You 

We believe in recognizing exceptional work with exceptional benefits. That’s why we empower our Partners to work remotely around the world on a schedule that suits their lifestyle. Our Partner Pay Model is fully transparent and designed for co-ownership, recognizing that professionals have unique needs. We balance profitability and growth by reinvesting annual profits to fuel expansion and fairly compensate our partners. With over 65% ownership already in the hands of our partners, we are committed to achieving 100% partner ownership. Moreover, our leadership team is legally obligated to buy back partner shares according to a formal liquidity plan. This ensures a clear path for those who choose to sell their stake in the company.

Compensation & Benefits 

• Working Times: US (EST or PST) Hours
• Compensation Breakdown

○ Base: $100,000

○ Base + Bonus Target: $120,000

○ This role is eligible to participate in Invisible’s equity plan.

The amount listed above is the expected annual base salary for this role, subject to change.

Country Hiring Guidelines:
Invisible hires new team members in countries around the world. All our roles are remote. However, some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. 

Accessibility Statement:
We’re committed to providing reasonable accommodations for individuals with disabilities. If you need assistance or accommodation due to a disability, please contact our Talent Acquisition team during the recruitment process at [email protected]. 

Equal Opportunity Statement:
We’re an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status, or any other basis protected by law.

Due to a high volume of candidates, Invisible may use automated decision-maker technologies to filter candidates based on response to our application questions and other provided information. Our use of automated decision-making enables us to be efficient by providing a manageable list of possible candidates that meet our mandatory hiring criteria. If you object to our use of automated decision-making please contact us.