Head of Business Operations

Role Overview

The Head of Business Operations will serve as a strategic partner to the COO, driving operational excellence across Mirror Web 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.

Reports to:

Chief Operating Officer (COO)

• 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

• 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

• 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

• 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

• 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

• 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

• 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…