Overview
You're building the business operations function at Relay from near-zero. This means designing reporting systems, defining how teams measure success, building dashboards, and creating processes for planning and resource allocation. You work with GTM, Product, and Finance leaders to turn ambiguous problems into structured systems.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Business Operations - Strategic + Execution |
| Primary Focus | Systems design, metrics/reporting, cross-functional planning |
| Team Interaction | Work with GTM, Product, Finance, CX leadership |
| Build vs. Maintain | 80% building new, 20% maintaining existing |
| Scope | Company-wide operations infrastructure |
| Team Size | Likely building a small team (2-4 people over time) |
Company Context
Stage: Growth-stage fintech (Forbes Fintech 50, 2 years running)
Size: 331 employees
Growth: Actively building out operations team from scratch
Market Position: Playing in SMB banking space against neobanks and traditional business banking
Product: Small business banking platform with cash flow management, multiple checking accounts, high-yield savings
What You'll Actually Do
Time Breakdown
Cross-functional Projects (40%) | Reporting/Analytics (30%) | Planning Cycles (20%) | Ad-hoc Fires (10%)
Key Activities
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Building reporting infrastructure: You design what metrics matter, build the dashboards in Looker/Tableau/Mode, and train teams on how to use them. You spend time in SQL pulling data and figuring out why numbers don't match between systems.
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Running planning processes: You own quarterly planning, annual budgeting, and headcount allocation. This means building models, facilitating meetings with department heads, and translating strategy into resource asks.
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Fixing broken processes: When GTM can't figure out lead routing, or Product doesn't know which features drive retention, you investigate, design the solution, and implement it. Most problems are half-defined when they land on your desk.
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Cross-functional project management: You run initiatives that span multiple teams - like implementing a new CRM, redesigning the customer onboarding flow, or launching a new go-to-market motion. You're the PM for company-wide operational work.
The Honest Reality
What's Hard
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Building from scratch with limited context: There's no playbook. You're figuring out what "good" looks like while building it. Previous frameworks from other companies may not apply cleanly.
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Ambiguous problem-solving: Leaders come to you with vague problems ("sales efficiency is declining") and you have to scope it, diagnose root causes, and design solutions without much direction.
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Everyone wants your time: You're a shared resource. GTM wants sales analytics, Product wants funnel analysis, Finance wants operational metrics. Prioritization is constant.
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Data quality issues: In a 331-person company, data isn't always clean. You'll spend time reconciling numbers, fixing data pipelines, and dealing with incomplete information.
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Influence without authority: You don't manage most of the people implementing your recommendations. Success requires building credibility and relationships across the org.
What Success Looks Like
- Leadership makes decisions faster because they have the right data and frameworks
- Teams stop coming to you with the same questions because you've built self-service reporting
- Planning cycles run smoothly with clear timelines and reasonable resource allocation
- Cross-functional projects actually ship on time instead of dying in committee
Who You're Working With
Key Partners:
- Head of Strategy & Ops (Julisa) - your manager, sets priorities
- GTM leadership - need sales analytics, forecasting, territory planning
- Product leadership - want feature adoption metrics, user behavior analysis
- Finance - require headcount models, budget tracking, unit economics
- CX Ops Lead - coordinate on customer data and process improvements
What They Need From You:
- Clear frameworks for making decisions (build vs. buy, headcount allocation, prioritization)
- Accurate data they can trust for board decks and exec reviews
- Project management for cross-functional initiatives
- Analysis that explains "why" not just "what" in the numbers
Requirements
- 7-10+ years experience in strategy, operations, consulting, or analytics roles
- Strong SQL skills - you need to pull and manipulate data independently
- Experience building systems/processes from 0-1 at a growth-stage company
- Comfort with ambiguity and scrappy problem-solving
- Track record of influencing senior leadership without direct authority
- Fintech or financial services experience helpful but not required
- Willingness to use AI tools to move faster (mentioned as company value)