Own daily execution of the full Service Operations function (bookkeeping and tax preparation) as a single integrated manufacturing system
Manage a team of line managers and senior managers across all production workflows. Set clear performance expectations, run tight operating cadences, and develop hands-on leaders who stay close to the work
Drive daily and weekly production reviews monitoring throughput, SLA adherence, first-pass quality rate, and capacity utilization in real time. Maintain specialist-level performance data and act on deviations in days, not quarters
Own backlog recovery: when production falls behind, activate and execute pre-defined recovery playbooks before the problem compounds
Manage capacity dynamically. Match staffing to inflow forecasts and redistribute specialists across workflow types to eliminate idle capacity and prevent bottlenecks
Partner with Product Operations to enforce financial quality standards on the floor and surface patterns of failure that indicate standards gaps
Partner with Strategic Operations to translate floor needs into system improvement requests, lead adoption of new workflows and tools as they ship, and own the feedback loop that proves whether changes are delivering results
Architect the transition from volume-based execution to exception-based management, the Service Operations of the AI-native era, while running today's operation at full quality and throughput

10+ years managing high-volume, process-driven operations
A manufacturing or industrial operations mindset: you think in throughput, utilization, cycle time, and first-pass yield, not effort and headcount. You live in your production dashboards and act on deviations within hours
Proven track record running multi-workflow operations where different work types run in parallel and must be balanced dynamically
Strong people leader with direct experience managing managers. You build a player-coach culture where every leader stays in the work, and you're willing to be in the details yourself
Experience with financial services workflows (accounting, tax, bookkeeping) is strongly preferred. You don't need to be a CPA, but you need to understand how the work flows and what quality looks like
Comfort in a systems-driven environment where workflows are encoded in tools and your job is to run the system, not redesign it on the fly. Track record managing against SLAs in a member- or client-facing production environment
A clear point of view on the AI transition in financial services. You see exception-based management as where this work is going and want to be the one architecting it

Familiarity with Lean and Six Sigma principles, statistical process control, root cause analysis, and variance reduction. Formal certification is a plus, not required
Financial services, fintech, tax services, or professional services at scale preferred

Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. Please note that we're open to remote candidates within the U.S. for this role, but Bay Area-based employees follow a hybrid schedule
Health & Wellness: $200 quarterly reimbursement to support your well-being
Fresh Lunch: Provided on in-office days for those in a hybrid schedule
Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule
Time Off: Flexible PTO plus 14 company holidays
Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents
Parental Leave: 16 weeks fully paid
Retirement & Ownership: 401k plan plus an equity package
Team Connection: Quarterly virtual events and an annual in-person summit

Hybrid

Structure: team of line managers and senior managers across all production workflows

Collective is hiring a Head of Service Operations (Sr. Manager/Director)