Operations Leader

Operations Leader

At Domu.ai, we're building the infrastructure that will replace call centers at the world's largest financial institutions. AI agents that handle millions of live calls every day for Fortune 500 banks and insurers, end-to-end. Interactions are 3x-ing monthly. We're hitting problems most startups never see: real-time voice AI at scale, legacy banking infrastructure, enterprise telephony, and working together with regulators.

The role

The role As an Operations Leader you'll...

• Own the operational model that makes Domu run like the best BPOs in the world, but with technology doing the work instead of people. You'll bring the industry playbook and rewrite it for a tech-first environment.
• Map and close the gap between where Domu's operations are today and where they need to be: process discipline, SLA alignment, dialing hygiene, QA cycles, and real-time visibility across every client.
• Build the metrics infrastructure the ops team runs on daily dashboards, live call volumes, contact rates, answer rates, and QA scores that make performance impossible to ignore.
• Ensure we build a standard QA rubric for outbound call reviews, establish weekly QA cycles, and close the feedback loop between QA findings and agent and prompt improvements.
• Pick the highest-ROI client gap and close it through operational action, better dialing, QA-driven tuning, or automation that eliminates errors at the root.
• Sit at the intersection of operations, engineering, and client success. This isn't a traditional ops or BPO manager role.

Why Domu

• Real traction. Post $XXM in revenue, Fortune 500 customers, 12x YoY growth last year.
• AI-first company with $1M+ revenue per employee.
• Early enough to shape the product, the team, and the culture and become a key leader in the company. You will work hand in hand with the founders.

How we work

• We care about doing great work, and we are very intentional about what we put into our customers' hands.
• Ownership here is real. You won't be handed tasks from a backlog. You'll see what needs to happen and do it. That's how a small team ships to Fortune 500 customers.
• We hire people whose judgment we trust, then get out of their way.

What You Bring

• 5+ years in BPO or call center operations with direct experience managing supervisors and large agent teams.
• Deep familiarity with outbound dialing infrastructure: SIP protocols, carrier compliance, spam-flagging mitigation, and answer rate optimization.
• Demonstrated experience building or transforming operations systems, not just running them.
• Comfort in a tech-first environment: you understand AI voice agents, can work with data tools, and can translate operational pain into scoped engineering requests.
• You make decisions from metrics, not intuition. Comfortable building dashboards, reading ClickHouse data, and holding teams accountable to numbers that move in real time.

Extras We'd Be Excited About

• Experience with champion-challenger performance frameworks or A/B testing in outbound operations.
• Background in fintech, debt collections, financial services, or regulated industries.
• Experience building ops functions from scratch, QA rubrics, SLA frameworks, dialing playbooks.
• Familiarity with voice AI or conversational AI platforms in a production environment.
• You've built something operationally rigorous inside a fast-moving startup and want that challenge again.

Ideal Archetypes

• Senior ops or dialing manager at a top-tier BPO who's ready to stop managing people and start building the systems that replace them.
• Head of Operations at a high-growth fintech or collections agency who wants to be the person who defines what ops excellence looks like at an AI-native company.
• Startup operator with a BPO or call center foundation — someone who's felt the pace of a scaling company and wants full ownership of the outcome.
• Ex-consultant or analytics lead who moved into operations and never looked back — loves the rigor, hates the bureaucracy.

What We Offer

• Healthcare
• Weekly stipend for food and transportation
• Equipment budget
• Whatever tools you need

About the Interview Process

1. Intro call with Adriana (Chief of Staff & Compliance Lead)
2. Operational case and technical challenge with Ale (Chief Operations Officer)
3. Interview with Nick (CEO) and Cami (Co-Founder/Product)
4. Paid trial