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We’re on a mission to revolutionize connectivity. We're building the next-generation connectivity platform.
The Role
As Head of Operations at US Mobile, you'll lead the Product Experience team, manage customer journey strategies, optimize processes using data, and foster collaboration across functions to drive operational excellence.
Summary Generated by Built In
About US Mobile
US Mobile is on a mission to revolutionize connectivity.
Imagine a world where you can open one app and buy terabytes of data for every one of your devices — your phone, car, home broadband, and beyond. That’s the future we’re building: a software platform designed for the 21st century and the age of 5G and IoT — powered by world-class engineering, intuitive design, and features that redefine what connectivity means.
Recognized by Forbes as one of America’s Best Startup Employers and ranked #94 on the Inc. 5000 Fastest-Growing Companies in America, US Mobile is a venture-backed company entering hypergrowth.
Our team spans 20+ countries, united by innovation, transparency, and a shared obsession with creating extraordinary customer experiences.
About the Role
We’re looking for an inspiring, high-performing Head of Operations to lead and scale our Product Experience organization — the heartbeat of how customers experience US Mobile every day.
In this role, you’ll oversee a rapidly growing, high-impact support ecosystem that manages thousands of daily interactions across multiple channels. You’ll build operational frameworks, drive performance excellence, and champion a culture of ownership, empathy, and innovation.
As part of the leadership team, you’ll report directly to senior executives and partner closely with the C-suite — providing actionable insights, driving key operational metrics, and influencing strategic decisions that shape the company’s growth trajectory.
What You’ll Do
Lead with vision and purpose: Oversee, inspire, and grow a 250+ member Product Experience team — building a culture rooted in care, accountability, and continuous improvement.
Own the end-to-end customer journey: Ensure every touchpoint — from onboarding to loyalty — is seamless, data-informed, and customer-obsessed.
Build and refine operational systems: Streamline workflows, eliminate inefficiencies, and create scalable frameworks that enable speed, consistency, and quality.
Drive performance through data: Define, measure, and analyze key KPIs (activation rates, resolution times, QA scores, CSAT, retention, etc.) — using insights to optimize processes and inform leadership decisions.
Report to executive leadership: Deliver clear, data-driven reporting and strategic recommendations to the C-suite, ensuring visibility into operational performance and customer sentiment trends.
Recruit, develop, and retain top talent: Build high-performing teams through thoughtful hiring, structured development paths, and regular coaching.
Foster collaboration across functions: Partner with Product, Growth, and Engineering to translate customer insights into improvements that directly impact experience and conversion.
Champion operational excellence: Create a high-trust environment where efficiency, empathy, and innovation coexist.
Solve complex challenges: Address operational bottlenecks, balance competing priorities, and drive fast, informed decisions that align with broader company goals.
What You’ll Bring
Bachelor’s degree in Business, Management, Strategy, or a related field (Master’s preferred).
8+ years of experience in Operations or Customer Experience, including 3+ years in a leadership role within a high-growth or startup environment.
Proven success in scaling or restructuring large operational teams (200+ FTEs) with measurable impact.
A data-first, analytical mindset — you can dissect metrics, identify trends, and translate insights into strategy.
A builder mentality: you thrive in ambiguity, design from first principles, and execute with precision.
Exceptional stakeholder management and communication skills — capable of influencing across functions and presenting confidently to executive leadership.
High emotional intelligence, resilience, and adaptability — you lead with empathy, clarity, and conviction.
Why You’ll Love Working Here
Work with a global leadership team defining the future of telecom and connectivity.
Lead one of the fastest-growing, most customer-obsessed teams in the industry.
Shape strategy and culture with direct visibility to the C-suite.
Join a company that values autonomy, innovation, and real human connection.
Join US Mobile to help shape an organization that values operational excellence at its core.
If you’re passionate about operations and excited about making a meaningful impact, we’d love to hear from you! Apply Now and be part of a team that’s redefining customer experience and workplace culture at US Mobile.
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The Company
What We Do
At US Mobile, we’re on a mission to revolutionize connectivity. We're building a next-generation connectivity platform to connect the next billion wireless devices onto nationwide 4G and 5G networks, including your phone, drone, car, watch, pet tracker, and everything in between. We’re accomplishing this by leveraging cutting-edge technology and forward-thinking UI design.
Whether it’s with our free high-speed international roaming, customizable perks, AI-facilitated plan savings, customizable plans, or real-time dashboards, we’re building the industry’s most delightful user experience all backed by our excellent customer service.
US Mobile’s 4G LTE network reaches more than 300 million Americans and includes international calling to over 200 countries and territories, but you will never hear from an operator at US Mobile. Our real, live Customer Support Representatives are available by phone or chat 24 hours a day, 7 days a week – to keep you connected, informed, and saving with US Mobile.
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