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Who We Are
Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.
We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for the next era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.
Who You Are
- A senior operations leader with deep experience scaling SaaS or ecommerce customer-facing functions
- A strategic operator who can build structure, improve workflows, and drive consistent execution across multiple teams
- A strong people leader who develops talent, creates accountability, and fosters a customer-first culture
- Highly organized and capable of managing multiple operational workstreams simultaneously
- Data-driven, with the ability to turn reporting and customer signals into action
- A cross-functional partner who works effectively with Product, Engineering, Customer Success, and Sales
- Comfortable operating in a fast-paced environment where process, quality, and customer outcomes all matter
What You’ll Do
As the Head of Operations (Offshore), you will lead Athos’s offshore operational delivery across three critical functions: Product Implementation, Product Support, and Customer Success Backend Operations. You will oversee the teams, processes, and systems that drive successful onboarding, platform stability, and customer health insights. This role is responsible for ensuring high-quality execution, operational scalability, and measurable customer value across the full post-sale lifecycle.
How You Will Succeed
- Lead and manage end-to-end implementation of the Athos platform for new and existing customers
- Define and maintain implementation methodologies, processes, and best practices to ensure high-quality deployments
- Ensure all implementations are delivered on time, within scope, and to expected quality standards
- Monitor project timelines, resource allocation, and risks to support successful delivery
- Manage and scale the offshore Product Support function across all Athos products
- Ensure support SLAs and KPIs are consistently met in partnership with onsite leadership
- Oversee ticket triage, escalation workflows, and resolution quality to drive efficient customer issue resolution
- Identify recurring support issues and partner with Product and Engineering on root cause resolution
- Build and maintain support playbooks and knowledge base documentation to improve team consistency and efficiency
- Lead offshore Customer Success Backend Operations that support retention and expansion efforts
- Deliver reporting and insights on customer health, adoption, usage trends, and engagement signals
- Build and maintain dashboards and reporting frameworks that help identify at-risk accounts and upsell opportunities
- Partner with onsite Customer Success Managers to operationalize data-driven playbooks for renewals, expansions, and risk mitigation
- Ensure data integrity and consistency across Customer Success tools and reporting systems
- Serve as a senior operational point of contact for customers during implementation and onboarding
- Build strong relationships with customer stakeholders across ecommerce, merchandising, and technical teams
- Lead, mentor, and develop a team of implementation specialists, support analysts, and CS operations analysts
- Establish performance goals, KPIs, and accountability structures across all three operational functions
- Collaborate closely with Product, Engineering, Customer Success, and Sales to ensure alignment across customer delivery
- Continuously improve workflows, documentation, automation, and operational processes to support scale
- Establish quality standards and review processes for implementations, support resolutions, and operational reporting
- Ensure go-live readiness, platform quality, and post-deployment operational accuracy
What We’re Looking For
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field
- 15+ years of experience in operations, implementation management, support, or customer success within a SaaS or ecommerce technology environment
- Proven experience leading and scaling multi-functional operational teams
- Experience with customer implementations and post-sale operational delivery
- Experience implementing ecommerce technologies such as search, merchandising, personalization, or analytics platforms
- Strong data analysis skills, including experience building reporting frameworks and customer health metrics
- Excellent project management and stakeholder communication skills
- Ability to manage multiple implementations, support workflows, and operational priorities simultaneously
- Strong leadership, problem-solving, and process improvement capabilities
Nice to have:
- Experience working with ecommerce platforms such as Shopify, Magento, or BigCommerce
- Familiarity with product discovery, AI search, merchandising tools, recommendation engines, or personalization platforms
- Experience with Customer Success platforms such as ChurnZero
- Experience with support tools such as Zendesk
- Experience with SaaS implementation methodologies and onboarding frameworks
Benefits and Company Perks
- 24 PTOs in a calendar year
- Company-paid Health Insurance
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Accidental Insurance
- Company-paid Learning & Development (L&D) programmes
- Flexible work environment – work from home, office, or hybrid
- Collaborative and innovation-driven work culture
- Opportunity to work on cutting-edge AI-powered ecommerce technology
Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.
