Head of Account Operations

eko is an innovative e-commerce startup dedicated to empowering brands to create, display, and optimize their video assets across digital platforms.

Thanks to our groundbreaking partnership with major retailers, and our ability to demonstrably increase e-commerce sales, we recently broke ground on a new facility focused on processing, capturing, and delivering data & media for millions of unique products annually.

Our first-of-its-kind facility opened this summer in Northwest Arkansas and will scale to hundreds of employees by the end of 2025.

As we embark on our next phase of expansion, we are seeking visionary leaders who thrive in dynamic, “figure-it-out-as-we-go” environments and are eager to grow with us. 

As the Head of Account Operations, you’ll lead a team responsible for managing post-sale client execution and experience. You will be the strategic and operational owner of our client delivery function—overseeing onboarding, asset capture coordination, data accuracy, and day-to-day operations across our retail partners.
This role requires a mix of operational leadership, cross-functional collaboration, and people management. You’ll be tasked with building scalable systems, defining KPIs, mentoring a growing team, and driving operational excellence from onboarding through delivery.

What you will do:

• Own the end-to-end post-sale client operations function across all retail and D2C accounts, ensuring high-quality delivery and service.
• Manage and develop the Account Operations team, including hiring, onboarding, coaching, and performance management.
• Define and track KPIs related to client onboarding speed, asset delivery timeliness, data accuracy, and issue resolution.
• Develop and standardize operational playbooks, workflows, and SOPs for scale.
• Serve as the senior escalation point for client issues and work cross-functionally to resolve blockers swiftly.
• Work closely with Studio/Creative, Warehouse, and Special Teams leads to ensure alignment and delivery excellence.
• Implement systems and reporting frameworks to provide visibility into client progress and team performance.
• Own communication and process coordination for major clients and representing eko in high-stakes internal and external meetings.
• Translate client feedback into process improvements and product development insights.
• Drive continuous improvement across systems, tools, and operational workflows to support scale and excellence.
• Support commercial efforts by identifying upsell opportunities and collaborating on QBRs, renewals, and expansions.

Our ideal candidate will have:

• 5 - 8 years in account operations, client services, or retail operations, with at least 2 years managing a team.
• Proven success leading teams in high-growth or startup environments with evolving workflows.
• Experience building scalable systems and processes from the ground up.
• Strong leadership presence with a hands-on, collaborative management style.
• Exceptional organizational and project management skills, with a track record of hitting operational KPIs.
• Fluency in the tools, terminology, and workflows of major retailers
• Ability to thrive in a fast-paced, ambiguous environment that rewards initiative and problem-solving.
• Must be on-site 5 days/week in Northwest Arkansas
• Willing to explore relocation for a strong match

Why Join Us?

• Be part of something groundbreaking. This is an unparalleled opportunity to build the account operations function for a cutting-edge robotics studio at the forefront of innovation.
• Hyper-growth environment. You’ll play a pivotal role in shaping a company that is scaling at an exceptional pace.

Benefits:

• Premium health insurance
• Mental Health and Wellness Resources
• Life and Disability Insurance
• HSA/FSA
• 12 Paid Holidays 

Note: The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. This description in no way states or implies that these are the only duties to be performed by the employee occupying this position.

eko is proud to be an Equal Opportunity Employer. We believe our strength lies in the diversity of our people. We are committed to fostering an inclusive workplace that respects and celebrates individual backgrounds, perspectives, and contributions. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status.