Head of Service Operations (Sr. Manager/Director)

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is on a mission to redefine the way businesses-of-one work. Its technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. The organization believes in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

The companies that win the next decade in financial services won't be the ones with the best bookkeepers or fastest tax preparers. They'll be the ones that proved the production engine.

As Head of Service Operations, this role owns the line: a financial services operation that runs by design like a manufacturing floor staffed by AI and humans, where bookkeeping and tax preparation move as defined workflows with measurable inputs, outputs, and quality, at volume, every day.

This individual will run today's operation at full quality and throughput while architecting the shift from volume-based execution to exception-based management, defining what the AI-supervised production floor of an AI-native financial back office actually looks like in practice.

Key Responsibilities

• Own daily execution of the full Service Operations function (bookkeeping and tax preparation) as a single integrated manufacturing system.
• Manage a team of line managers and senior managers across all production workflows. Set clear performance expectations, run tight operating cadences, and develop hands-on leaders who stay close to the work.
• Drive daily and weekly production reviews monitoring throughput, SLA adherence, first-pass quality rate, and capacity utilization in real time. Maintain specialist-level performance data and act on deviations in days, not quarters.
• Own backlog recovery: when production falls behind, activate and execute pre-defined recovery playbooks before the problem compounds.
• Manage capacity dynamically. Match staffing to inflow forecasts and redistribute specialists across workflow types to eliminate idle capacity and prevent bottlenecks.
• Partner with Product Operations to enforce financial quality standards on the floor and surface patterns of failure that indicate standards gaps.
• Partner with Strategic Operations to translate floor needs into system improvement requests, lead adoption of new workflows and tools as they ship, and own the feedback loop that proves whether changes are delivering results.
• Architect the transition from volume-based execution to exception-based management, the Service Operations of the AI-native era, while running today's operation at full quality and throughput.

Required Qualifications

• 10+ years managing high-volume, process-driven operations. Financial services, fintech, tax services, or professional services at scale preferred.
• A manufacturing or industrial operations mindset: thinking in throughput, utilization, cycle time, and first-pass yield, not effort and headcount. Living in production dashboards and acting on deviations within hours.
• Proven track record running multi-workflow operations where different work types run in parallel and must be balanced dynamically.
• Strong people leader with direct experience managing managers. Building a player-coach culture where every leader stays in the work, and willingness to be in the details.
• Familiarity with Lean and Six Sigma principles, statistical process control, root cause analysis, and variance reduction. Formal certification is a plus, not required.
• Experience with financial services workflows (accounting, tax, bookkeeping) is strongly preferred. Understanding how the work flows and what quality looks like.
• Comfort in a systems-driven environment where workflows are encoded in tools and the job is to run the system, not redesign it on the fly. Track record managing against SLAs in a member- or client-facing production environment.
• A clear point of view on the AI transition in financial services. Seeing exception-based management as where this work is going and wanting to be the one architecting it.

What is Offered

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team.
• Health & Wellness: $200 quarterly reimbursement to support well-being.
• Fresh Lunch: Provided on in-office days for those in a hybrid schedule.
• Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule.
• Time Off: Flexible PTO plus 14 company holidays.
• Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents.
• Parental Leave: 16 weeks fully paid.
• Retirement & Ownership: 401k plan plus an equity package.
• Team Connection: Quarterly virtual events and an annual in-person summit.

Compensation

$190K -- $250K • Offers Equity

The organization provides salary ranges for each role to give a transparent view of potential compensation. Final offers are determined based on location and the candidate's experience and expertise.

The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.