Head of Business Operations

About MirrorWeb

MirrorWeb is an intelligent communications supervision platform built for regulated financial services firms that need to scale supervision safely, defensibly and without operational collapse. 

Compliance teams today are dealing with a permanent shift: channel explosion (mobile, social, collaboration tools), volume that outpaces humans and regulators who didn’t lower the bar. The result is simple: teams are drowning in data but starving for signal. 

Most firms get stuck between three flawed options: 

• Legacy archiving & supervision platforms (manual, queue-based, connector-centric, brittle, slow to adapt) 

• Point AI compliance tools (narrow, opaque, hard to defend in audits) 

• DIY + services-heavy approaches (stitched-together systems and spreadsheets that don’t scale) 

MirrorWeb was built for this moment: AI-native supervision designed for regulated reality where AI helps prioritize risk and focus human attention, while preserving accountability regulators accept. 

Our mission: help regulated firms communicate freely and confidently, knowing supervision stays scalable, defensible, and auditable as the world changes. 

Why This Role Matters 

At MirrorWeb, roles aren’t about shipping tasks. They’re about building a platform that compliance leaders can stand behind in audits and regulatory scrutiny, while helping them modernize without increasing risk. 

The Head of Business Operations will serve as a strategic partner to the COO, driving operational excellence across MirrorWeb through systematic execution of our OKR framework, optimization of business processes, and management of our technology infrastructure. This role is critical to scaling our operations as we grow and integrate new products and partnerships.

Reporting Structure

Reports to: Chief Operating Officer (COO)

Key Responsibilities

OKR Management & Execution

- Own the day-to-day management and execution of the company-wide OKR framework, leveraging Lattice for tracking and performance alignment

- Drive quarterly OKR planning cycles, ensuring alignment between company, departmental, and individual objectives

- Facilitate regular check-ins and progress reviews with functional leaders

- Maintain OKR tracking systems in Lattice and ensure real-time visibility of progress

- Identify blockers and work cross-functionally to remove obstacles to key results achievement

- Coach teams on effective OKR setting and measurement practices

- Co-Chair the working groups with the COO

Operating Structure & Process Optimization

- Design and maintain the company's operating rhythm (MBRs, QBRs, planning cycles)

- Optimize cross-functional business processes to improve efficiency and reduce friction

- Document and standardize operational procedures across the organization

- Drive continuous improvement initiatives based on data and feedback

- Manage special projects and strategic initiatives as directed by the COO

- Facilitate effective communication and collaboration between departments

KPI Dashboards & Business Intelligence

- Maintain executive and functional KPI dashboards using Salesforce, Maxio, and other operational systems

- Partner with functional leaders to define, track, and report on key performance metrics (ARR, NRR, CAC:LTV, etc.)

- Ensure data accuracy and consistency across Salesforce, Maxio, Lattice, and other reporting systems

- Create regular business performance reports for leadership and board reporting

- Identify trends, insights, and opportunities from operational data

- Drive data-driven decision making across the organization

SaaS & Vendor Management

- Own the relationship and contract management for all third-party SaaS platforms (including Salesforce, Lattice, Linear, Maxio, and others)

- Maintain a comprehensive inventory of all software subscriptions and licenses

- Optimize software spend through usage analysis and contract negotiations

- Manage vendor relationships and serve as primary point of contact

- Evaluate new tools and technologies to improve operational efficiency

- Ensure proper integration and adoption of systems across the organization

- Coordinate with Finance on budget management for operational technology and work closely with Maxio data for subscription analytics

Compliance and Due Diligence
-Manage customer security and compliance due diligence requests, coordinating responses across internal teams and ensuring timely delivery of required documentation and evidence
-Oversee the Drata platform to maintain continuous compliance monitoring, manage security questionnaires, and provide customers with real-time access to audit reports and compliance artifacts
-Build and maintain a library of standardized responses to common security questionnaires (VSAs, SIGs, etc.) to accelerate the due diligence process and ensure consistency in customer communications

Required Qualifications

Experience

- 7+ years of progressive experience in business operations, strategy, or management consulting

- 3+ years in a leadership role with demonstrated ability to drive change

- Proven track record of implementing and managing OKR or similar goal-setting frameworks

- Experience building dashboards and reporting systems using modern BI tools

- Strong background in process improvement and operational excellence

- Experience managing SaaS portfolios and vendor relationships

Technical Skills

- Proficiency in business intelligence and reporting tools

- Strong Excel/Google Sheets capabilities including complex modelling

- Experience with Salesforce or similar CRM platforms (Salesforce experience highly preferred)

- Familiarity with project management tools (Linear or similar)

- Working knowledge of HR/performance management systems

- Experience with subscription management and billing platforms

- Understanding of SaaS metrics, ARR/NRR tracking, and technology business models

Core Competencies

- Strategic thinking (Ability to see the big picture while managing tactical execution)

- Analytical rigor (Data-driven approach with strong problem-solving capabilities)

- Change management (Proven ability to drive organizational transformation)

- Communication (Excellent written and verbal communication skills, comfortable presenting to executives and board members)

- Stakeholder management (Ability to influence without authority and build consensus across diverse teams)

- Project management (Strong organizational skills with ability to manage multiple priorities)

- Business acumen (Understanding of B2B SaaS business models and unit economics)

Success Metrics (First 12 Months)

- Successful implementation and adoption of OKR framework across all departments

- 20%+ reduction in operational software spend through optimization

- Establishment of reliable monthly and quarterly business review processes

- Documented and standardized key operational processes