About the Role

We’re hiring an Operations Lead to own one of the most important moments in the customer journey: a customer’s first operational experience with SuperDial.

This role owns trial execution from customer and use-case intake through results delivery and handoff into deployment. You’ll work closely with Sales, Customer Success, Product, Engineering, Quality, and Agent Operations to ensure trials are clearly scoped, operationally sound, measured accurately, and translated into insights that help customers and internal teams make confident decisions.

This is not a coordination role. We’re looking for a strong operator who can bring structure to ambiguity, diagnose what is driving performance, and build repeatable systems that make trial operations more consistent, measurable, and scalable.

This role will report to the Director of Agent Operations and is based in New York, NY with a hybrid in-office model.

What You’ll Own

Customer Use-Case Translation

Partner with Sales and Customer Success to understand each customer’s workflow, use case, success criteria, constraints, and decision-making context.

Translate ambiguous customer needs into clear operational requirements, workflows, scripts, inputs, quality expectations, and success metrics.

Identify risks early, including unclear scope, poor input quality, workflow complexity, missing context, AI performance gaps, or operational execution issues.

Performance, Metrics, and Commercial Insight

Track and improve key trial metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment.

Use data and operational judgment to understand what is driving performance.

Distinguish between one-off execution misses and deeper systemic issues across inputs, workflow design, scripting, AI behavior, tooling, quality review, or process.

Surface crisp, commercially relevant insights that inform customer conversations, expansion opportunities, deployment readiness, and internal prioritization.

Cross-Functional Execution

Partner with Agent Operations, Product, Engineering, Quality, Customer Success, and Sales to resolve issues that impact trial performance.

Drive corrective actions across workflows, scripts, inputs, quality review, tooling, automation behavior, and operating processes.

Escalate thoughtfully and ensure the right owners have the right context to act.

Ensure customer context, trial learnings, scripts, workflow nuances, quality issues, and operational decisions are clearly handed off to the deployment operator or steady-state owner.

Operating System and AI-Enabled Workflow Buildout

Create and improve trial playbooks, intake templates, operating cadences, dashboards, runbooks, escalation paths, and handoff processes.

Use AI tools, automation, and structured workflows to reduce manual effort, improve consistency, and make trial operations more scalable.

Turn recurring pain points into repeatable systems, templates, prompts, workflows, or tooling improvements.

Partner with Product, Engineering, and Agent Operations to understand where AI behavior, workflow logic, tooling, or input quality is affecting trial performance.

What Success Looks Like

First 30 Days

You understand SuperDial’s trial motion, customer use cases, workflow types, internal handoffs, and current operating pain points.

You have built strong working relationships with Agent Operations, Sales, Customer Success, Product, Engineering, and Quality.

You understand how trial performance is measured today and where visibility, consistency, or ownership needs to improve.

First 60 Days

You are independently managing trial execution for a meaningful portion of the sales pipeline.

Trial intake, tracking, quality review, and stakeholder communication are more structured and consistent.

You are identifying recurring operational issues and turning them into better processes, templates, metrics, handoffs, and AI-enabled workflows.

First 90 Days

You are owning trial operations across Sales with limited dependency on others.