Avatar for Ritual

Head of Central Operations (Global)

Apply now
Ritual currently operates in over 40 markets, in 4 languages across 4 continents, and has continued to grow at a rapid rate. As we scale globally, ensuring our operations run smoothly, with unparalleled quality becomes exponentially harder.  We’re looking for a seasoned leader who can not only manage the current scale and complexity of our business, but also lead our operations and support teams to new heights through strategic thinking and creative problem solving.

This role will be responsible for managing execution, budget, and continual improvement across multiple central functions, with a focus on support, customer experience, and process. You will have direct responsibility for customer support, restaurant support, restaurant onboarding and training, real time order management, supply chain and logistics, and business process outsourcing - and global scope with 3 regional teams in North America, Europe, and Asia Pacific regions.  

What you’ll do

* Lead and manage our 60+ person central operations teams, with offices in Toronto, Europe, and Asia - across multiple functions. 
* Build a strong understanding of our business and operations functions quickly. You’re willing to roll up your sleeves and are not afraid of being in the details.  Jump in to help when needed, with a willingness to learn the detailed ins-and-outs of our operations
* Work and lead cross-functionally. You have the ability to influence different teams and align key stakeholders to make consistent, meaningful impact, as well as ensure key projects are always delivered.
* Develop programs and processes that help scale our front-line teams
* Constantly zoom in and out. You’re able to see, set and deliver on a long term strategy, while seeing how the decisions we make impact team members who are closest to our customers and merchants. 
* Manage the P&L of the operations team and optimize resourcing across teams to make sure all ops functions are well staffed, supported, efficient, and cost-effective

Who you are

* An inspirational, authentic leader who can earn the respect of a great team by diving in and learning our business from the bottom up. You’re easily fired up, and your energy is infectious
* 10-15 years experience in a technical or operational role, with at least 3+ years of experience in a senior management or executive role
* A track record of designing and building a business operations or support function to support top line and efficiency goals
* Comfortable with ambiguity with ability to execute quickly and iterate
* Consulting, professional service, or analytical experience an asset
* Extremely high emotional intelligence and empathy
* Metric driven, and data savvy. Not afraid of rolling up your sleeves to dig into the data
* Ability to thrive in a fast-paced team environment
* Extremely proactive, responsive, and upbeat with strong organizational skills
* Familiar with SQL or other data visualization tools
* Experience working in a marketplace startup a big plus