Head of Business Operations

About the Role

Join WOGI as the Head of Business Operations to lead the establishment and ownership of a scalable operating framework for the Business organization across multiple markets. Your mandate includes overseeing Sales, Client Success, CRM, SOPs, and commercial initiatives, transforming the current fragmented and market-specific execution into a unified operational model trusted by Country Managers and client-facing teams. This position is distinct from Country Manager roles and does not include direct authority over local Sales or Client Success teams. Instead, you will be responsible for ensuring consistency, quality, and thoroughness in the Business function's operations across all locations.

Key Responsibilities

• Design, document, and continuously improve standard processes for Sales and Client Success activities across all markets.
• Manage and upkeep SOPs, workflows, and escalation protocols to ensure active usage instead of mere storage.
• Maintain knowledge bases, playbooks, templates, and oversee onboarding processes for new Sales and Client Success personnel.
• Govern CRM systems across markets ensuring consistent pipeline and client data definitions.
• Manage end-to-end CRM sales cadence and smooth transition handovers between Sales and Client Success teams.
• Conduct market-specific compliance reviews with Country Managers and address identified gaps.
• Define KPIs relevant to Business Operations and Client Success to monitor performance effectively.
• Develop a consolidated dashboard reflecting client health, retention metrics, revenue risks, and progress on initiatives.
• Track action items to completion, highlight risks promptly with recommendations.
• Lead operational launches for new products and commercial programs by establishing processes, pricing guidelines, documentation, and training before rollout.
• Assess readiness of teams before initiative launches, monitor adoption rates post-launch, and troubleshoot operational challenges.
• Establish and elevate Client Success standards across regions covering account management, reviews, quarterly business reviews (QBRs), renewals, and escalations.
• Conduct quality reviews across markets to replicate effective practices.
• Lead and nurture the Regional Client Success team maintaining visibility of retention risks with Country Managers.

Candidate Profile

• Proven track record in business operations or revenue operations with experience spanning multiple Southeast and/or North Asian markets.
• Demonstrated ownership of CRM governance, SOP development, and process management at regional or multi-country levels.
• Hands-on experience with Client Success frameworks focusing on account health, retention strategies, QBRs, and direct team leadership.
• Strong ability to manage stakeholders and influence Country Managers to promote operational uniformity without direct authority.
• Highly organized, process oriented mindset capable of simplifying complex, dynamic environments.
• Comfortable working across diverse cultures, languages, and multiple time zones.
• Knowledge of documentation tools such as Notion is advantageous.