{"id":882581,"url":"https://alion.io/job/superdial-operations-lead","title":"Operations Lead","company":{"id":3368,"name":"SuperDial","domain":"superdial.com","url":"https://alion.io/company/superdial","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-11T18:55:40Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-17T06:30:30Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"About the Role\nWe’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.\nThis 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.\nThis 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.\nThis role will report to the Director of Agent Operations and is based in New York, NY with a hybrid in-office model.\nWhat You’ll Own\nCustomer Use-Case Translation\nPartner with Sales and Customer Success to understand each customer’s workflow, use case, success criteria, constraints, and decision-making context.\n\nTranslate ambiguous customer needs into clear operational requirements, workflows, scripts, inputs, quality expectations, and success metrics.\n\nIdentify risks early, including unclear scope, poor input quality, workflow complexity, missing context, AI performance gaps, or operational execution issues.\n\nPerformance, Metrics, and Commercial Insight\nTrack and improve key trial metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment.\n\nUse data and operational judgment to understand what is driving performance.\n\nDistinguish between one-off execution misses and deeper systemic issues across inputs, workflow design, scripting, AI behavior, tooling, quality review, or process.\n\nSurface crisp, commercially relevant insights that inform customer conversations, expansion opportunities, deployment readiness, and internal prioritization.\n\nCross-Functional Execution\nPartner with Agent Operations, Product, Engineering, Quality, Customer Success, and Sales to resolve issues that impact trial performance.\n\nDrive corrective actions across workflows, scripts, inputs, quality review, tooling, automation behavior, and operating processes.\n\nEscalate thoughtfully and ensure the right owners have the right context to act.\n\nEnsure customer context, trial learnings, scripts, workflow nuances, quality issues, and operational decisions are clearly handed off to the deployment operator or steady-state owner.\n\nOperating System and AI-Enabled Workflow Buildout\nCreate and improve trial playbooks, intake templates, operating cadences, dashboards, runbooks, escalation paths, and handoff processes.\n\nUse AI tools, automation, and structured workflows to reduce manual effort, improve consistency, and make trial operations more scalable.\n\nTurn recurring pain points into repeatable systems, templates, prompts, workflows, or tooling improvements.\n\nPartner with Product, Engineering, and Agent Operations to understand where AI behavior, workflow logic, tooling, or input quality is affecting trial performance.\n\nWhat Success Looks Like\nFirst 30 Days\nYou understand SuperDial’s trial motion, customer use cases, workflow types, internal handoffs, and current operating pain points.\n\nYou have built strong working relationships with Agent Operations, Sales, Customer Success, Product, Engineering, and Quality.\n\nYou understand how trial performance is measured today and where visibility, consistency, or ownership needs to improve.\n\nFirst 60 Days\nYou are independently managing trial execution for a meaningful portion of the sales pipeline.\n\nTrial intake, tracking, quality review, and stakeholder communication are more structured and consistent.\n\nYou are identifying recurring operational issues and turning them into better processes, templates, metrics, handoffs, and AI-enabled workflows.\n\nFirst 90 Days\nYou are owning trial operations across Sales with limited dependency on others.\n\nTrial health is measured through clear operating metrics, including batch completion rate, trial success rate, turnaround time, quality outcomes, and readiness for deployment.\n\nSales and Customer Success have clearer, more actionable trial results to use in customer conversations.\n\nHandoffs from trial into deployment are cleaner, with less lost context and fewer preventable execution gaps.\n\nThe trial operations motion is becoming more repeatable, scalable, and insight-driven.\n\nWho You Are\nYou are a high-ownership operator who enjoys turning ambiguity into structure.\n\nYou are not an order taker; you clarify the problem, build the plan, drive execution, and communicate progress.\n\nYou make strong decisions with imperfect information and know when to solve, escalate, or bring others in.\n\nYou are structured, metrics-oriented, and comfortable managing multiple moving pieces without losing sight of outcomes.\n\nYou can diagnose performance issues, identify root causes, and separate symptoms from systemic problems.\n\nYou communicate clearly and can translate operational detail into customer, commercial, and leadership-ready context.\n\nYou build trust across functions and work effectively with Sales, Customer Success, Product, Engineering, Quality, and Operations.\n\nYou are comfortable using AI tools and automation to improve how work gets done.\n\nYou raise the quality bar while keeping the work moving.\n\nYou are excited to build systems in a high-growth environment where the playbook is still being written.\n\nWhat You Bring\n7+ years of relevant experience in operations, strategy and operations, product operations, implementation, technical solutions, customer operations, consulting, or another execution-heavy environment.\n\nExperience owning complex workflows, customer deployments, internal systems, operational processes, or cross-functional initiatives end-to-end.\n\nExperience operating in a customer-facing or commercially visible environment where quality, speed, communication, and outcomes all matter.\n\nStrong ability to define metrics, diagnose quality or performance issues, and communicate outcomes clearly.\n\nDemonstrated ability to work cross-functionally across Sales, Customer Success, Product, Engineering, Quality, or Operations.\n\nStrong analytical judgment and comfort using spreadsheets, dashboards, structured analysis, or operational data to investigate problems and drive decisions.\n\nExperience using AI tools, automation, dashboards, spreadsheets, or workflow systems to improve operational quality, speed, visibility, or repeatability.\n\nNice to Have\nExperience in healthcare, revenue cycle management, call center operations, marketplace operations, workflow automation, or other operationally complex environments.\n\nExperience with AI-enabled workflows, automation, QA/QC systems, workflow tooling, routing logic, or data-heavy operations.\n\nExperience in implementation, technical customer success, product operations, pre-sales/post-sales solutioning, or consulting.\n\nExperience in a high-growth startup or scaling environment where processes and systems are still being built.\n\nExperience partnering with offshore teams, BPOs, vendors, or external delivery partners.\n\nLocation\nThis role is based in New York, NY and follows a hybrid in-office model.\nCompensation & Benefits\nThe base salary range for this role is $120,000-$150,000, depending on experience, skill set, level, and fit. This role is also eligible for equity as part of SuperDial’s total compensation package.\nSuperDial offers a competitive benefits package, including:\nHealth benefits\n\n401(k) plan\n\nEquity\n\nUnlimited PTO\n\n16 weeks of parental leave\n\nFinal offers are determined based on candidate experience, demonstrated capabilities, internal equity, and alignment with SuperDial’s leveling framework.","description_format":"text","description_chars":7881,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Health Care","Conversational AI","Speech & Audio AI"],"lifecycle":[{"event":"open","at":"2026-09-14T01:45:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":35,"expected_fill_days":164,"reasons":["conf:3","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/superdial-operations-lead","json_url":"https://alion.io/job/superdial-operations-lead.json","meta":{"generated_at":"2026-10-17T07:58:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10773,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3368},"rest":"https://alion.io/mcp/rest/get_company?id=3368"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsuperdial-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsuperdial-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsuperdial-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/superdial-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsuperdial-operations-lead"}]}