Head of Operations (In-Office)

Donor Nexus is a mission-driven company in the fertility space experiencing meaningful growth. We are looking for a hands-on, in-office operations leader to own day-to-day execution, lead our internal team, and elevate both performance and professionalism across the business. The CEO sets overall company direction and growth priorities. This role ensuresthose priorities are carried out consistently and effectively throughstrong teamleadership and operational oversight. We are looking for someone who is comfortable getting into the details: reviewing communication threads, observing team dynamics, and improving how we operate at the ground level.Why This Role MattersDonor Nexus has grown to over $10M in revenue with a lean, hardworking team. As we continue growing, we are investing in stronger operational leadership to ensure our day-to-day execution matches the quality of our mission.This is an opportunity to:Step into meaningful people leadershipElevate how a growing company operatesCreate clarity, consistency, and professionalismWork closely with senior leadership while owning executionYou will not be responsible for setting company strategy, but you will be responsible for ensuring the business runs smoothly and predictably each day.How This Role FitsYou will work closely with the CEO, who remains actively involved in strategy and decision-making. Your role is to run the day-to-day engine of the business — leading the team, maintaining operational standards, and ensuring cases move forward efficiently.You will also partner with:A Chief of Staff who leads systems, automation, and infrastructureA CMO who leads marketing and brand strategyThis role is focused on execution, team leadership, and operational maturity.What You Will OwnYou will own the day-to-day operational health of the business. This includes:Direct management of the operations teamClear expectations and performance standardsCase pacing and workflow consistencyFollow-through across departmentsEscalation handling and issue resolutionServe as the primary in-office leader for the teamManage, coach, and elevate employees across departmentsAddress interpersonal friction and communication gapsSet clear expectations and hold consistent standardsSupport performance improvement where neededThis is a true leadership role. Many team members are early in their careers and benefit from clear guidance, structure, and mentorship. You will have the opportunity to:Shape team cultureDevelop emerging professionalsCreate accountability systemsBuild trust and stability within the teamIf you enjoy helping people grow while raising the standard of performance, this role offers meaningful impact.Operational ExecutionMaintain clear visibility into active cases and daily workloadEnsure cases move forward on time and according to processProactively follow up when tasks stall or timelines slipAddress operational friction between sales and case managementReinforce consistent use of workflows and internal systemsCommunication & Experience QualityReview donor and intended parent communication for clarity and professionalismProvide real-time coaching on tone, responsiveness, and ownershipEstablish clear standards for response times and follow-throughEnsure emotionally complex situations are handled with empathy and consistencyElevate the overall client and donor experience through stronger executionSystems & Process ReinforcementEnsure team members consistently use established tools and workflowsPartner with the Chief of Staff to provide feedback on what is or isn't working operationallyReinforce accountability within systems (task tracking, status updates, documentation)Help maintain simplicity and clarity in day-to-day executionServe as the first point of escalation for operational issuesMake day-to-day decisions that keep work moving forwardEscalate only when strategic or financial input is requiredReduce the need for CEO involvement in routine executionWhat Success Looks LikeThe team has a steady, mature day-to-day leaderCases move forward with less founder interventionCommunication quality improves across donors, intended parents, and internallyPerformance expectations are clear and upheldOperational visibility increasesThe CEO has more time to focus on growth and strategic initiativesWho This Role Is For7–12+ years of experience in operations or team leadershipExperience managing and improving performance within small teamsComfortable leading in-person teams and navigating interpersonal dynamicsSystems-oriented but willing to dive into detailsCalm, direct communicator who can balance empathy with accountabilityComfortable in a founder-led environmentExperience in service-based or human-centered businesses preferredLocationThis is an in-office role (Monday–Thursday) in Newport Beach. We are specifically looking for someone who wants to be physically present with the team and actively engaged in daily operations.Compensation$140,000–$160,000 base + performance bonusJ-18808-Ljbffr