JOB SUMMARY

• The Operations Lead is responsible for ensuring operational stability, cash discipline, SLA governance, administrative efficiency, and cross-functional execution within Lolla Technologies.
• This role acts as the operational backbone of the business, ensuring that revenue converts to cash; clients receive structured service delivery and internal execution runs with discipline.
• The Operations Lead is the primary execution liaison between Product, Customer Success, Business Development, Finance, HR, and Engineering.

KEY RESPONSIBILITIES

• Revenue Operations & Collections (Primary Priority)
• Oversee invoicing accuracy and timeliness via Delytt
• Own collections discipline and debt aging reduction
• Monitor and improve Days Sales Outstanding (DSO)
• Ensure automated reminder workflows are active and optimized
• Enforce soft restrictions and escalation policies where necessary
• Produce monthly cash runway and aging reports

SLA Governance & Support Oversight

• Monitor SLA compliance metrics
• Track and review critical support escalations
• Ensure Tier 1 and Tier 2 support processes function smoothly
• Conduct weekly SLA performance review
• Identify recurring issues and recommend corrective action

Administrative & Office Operations

• Ensure office operations are functional and efficient
• Coordinate vendor management and basic procurement
• Manage operational documentation and compliance records
• Oversee asset tracking and internal process discipline

HR & Finance Interface (Transitional Shared Services)

• Coordinate payroll inputs with ABNO HR
• Track leave and attendance records
• Interface with accountant on revenue reconciliation and reporting
• Monitor operational budget adherence

Executive Liaison & Reporting

• Prepare weekly operational dashboard
• Present collections, SLA and cash metrics in leadership sync
• Escalate operational risks early
• Track follow-through on action items

KEY PERFORMANCE INDICATORS (KPIs)

• Collection Rate ≥ 85%
• DSO ≤ 35 days
• 90+ day debt reduction target (quarterly)
• SLA Compliance ≥ 80%
• Monthly reporting delivered by Day 3
• Cash runway maintained ≥ 4 months
• Performance is measured monthly.

AUTHORITY & DECISION RIGHTS

• The Operations Lead is authorized to:
• Enforce reminder policies and collections automation
• Approve routine operational expenses within approved budget
• Apply soft account restrictions per policy
• Escalate suspension decisions to CEO
• Recommend operational process improvements

REQUIRED QUALIFICATIONS

Education:

• Bachelor’s degree in Business, Finance, Operations, or related field

Experience:

• 4–7 years experience in operations, revenue operations, finance operations, or business administration
• Experience in SaaS, fintech, hospitality tech, or SME-facing tech environment preferred
• Demonstrated experience managing collections and process discipline

Skills:

• Strong analytical and reporting capability
• Financial literacy (P&L, DSO, cashflow understanding)
• Structured and detail-oriented mindset
• Assertive but professional communication
• Ability to operate in lean, growth-stage environment

PERSONAL ATTRIBUTES

• Process-driven and disciplined
• Calm under pressure
• Comfortable enforcing payment policies
• Strong follow-through
• High accountability orientation
• Solutions-focused

COMPENSATION STRUCTURE

• Base Salary: Competitive (aligned to experience and market)
• Variable Component:
• Performance-based variable aligned to collections, SLA compliance and operational KPIs

CAREER PROGRESSION

• Upon sustained MRR growth and structural expansion, this role may evolve into:
• Head of Operations
• Business Operations Manager
• General Manager (subject to performance and company growth)