Job Description

About Giga

Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience — real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world’s largest enterprises.

It’s an exciting inflection point for the company. While we have been successful, we have larger ambitions. Our goal is to become the go-to AI platform for all enterprise workflow automation. To achieve this, we need more great people!

The work affects millions of people every day and our people at Giga have autonomy and make true impact. We have a fantastic team, have found commercial success, and see a clear path to becoming a generational company. Some further info about us:

Giga builds AI agents trusted by the largest B2C companies in the world. Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email. If being a part of this resonates with you, please keep reading.

About the role

We are looking for a strategic, AI and technology focused Head of Operations to lead and transform how our business runs day to day. This is a pivotal leadership role where you will own the efficiency, scalability, and continuous improvement of our operations and people systems, with a strong mandate to embed AI tools and automation at every level of the business.

This role will partner directly with our CEO and leadership team. You will act as both an operational leader and an internal AI champion: identifying where artificial intelligence can reduce friction, cut costs, and unlock capacity across teams, while also running structured pilots and evaluations of emerging AI systems to determine which are worth adopting at scale.

What You Will Do - Key Responsibilities

Operational leadership

• Own the design, execution, and continuous improvement of core business processes across all departments.
• Build and maintain scalable systems that support growth without proportional increases in headcount or cost.
• Set and monitor operational KPIs, presenting clear performance data to the executive team on a regular cadence.
• Lead, develop, and support a high-performing operations team, fostering a culture of accountability and innovation.
• Building a strong people systems that can build a high performing org aligned with our values and culture.

AI integration & automation

• Identify operational bottlenecks and inefficiencies where AI tools or automation can deliver measurable improvements.
• Lead the rollout of AI-powered tools across functions including finance, HR, customer operations, logistics, and communications.
• Work closely with department heads to ensure AI adoption is practical, well-supported, and embedded into daily workflows — not just piloted and forgotten.

AI evaluation & innovation

• Maintain a structured program for evaluating new and emerging AI systems relevant to our sector — from productivity tools to sector-specific platforms.
• Design and run controlled trials of AI tools, capturing clear data on impact, cost, adoption friction, and ROI before recommending wider deployment.
• Provide executive-level briefings and recommendations on AI investment decisions, build vs. buy trade-offs, and vendor selection.

Cross-functional collaboration

• Partner with Finance, HR, Product, and Commercial teams to ensure operational systems align with broader business strategy.
• Act as the bridge between technical teams (if applicable) and non-technical departments when implementing new tools and platforms.
• Support procurement and vendor negotiations for operational software, platforms, and AI services.

Who You Are

Desired Experience/Qualifications

• 6 -12 years in a senior operations role, ideally with direct responsibility for process improvement and cross-functional delivery.
• Technical enough to build internal tooling and automate processes and recruit and run a super lean high velocity team..
• Demonstrated 2+ years experience implementing AI tools or automation in a business context — not just familiarity, but hands-on deployment.
• Proven ability to evaluate technology solutions objectively and translate findings into clear business recommendations.
• Strong people leadership experience, with the ability to bring teams along through change.
• Experience with setting opinionated people systems across the company that can scale the org efficiently to 100’s people.
• Data driven should be very strong working with operational metrics, dashboards, and performance frameworks.
• Strong first principles thinker can reason on how orgs should be built and scaled and structure in a way that we will get more efficient as AI gets better and better.

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