About Reach
Reach is at the forefront of mobile and broadband innovation, offering modern connectivity services through APIs, automation, and modular solutions. We enable businesses like ISPs, MVNOs, employers, and startups to launch, manage, and scale connectivity services without the complexities of traditional telecom systems. Based on a flexible and scalable infrastructure, Reach supports branded mobile, fixed wireless, IoT, and internet services, driving new revenue streams and customer loyalty while future-proofing businesses.
Website: https://www.reachplatform.com
𝗪𝗛𝗬 𝗧𝗛𝗜𝗦 𝗥𝗢𝗟𝗘 𝗘𝗫𝗜𝗦𝗧𝗦
Several processes critical to our operations (client onboarding, SIM ordering, vendor management, BAU client operations, cost management, and training content) currently sit across various functions who are not natural owners of them. These are specialist work that requires a different muscle: process design, measurement, systems thinking, and execution discipline.
The Operational Excellence initiative at Reach has mapped 50+ processes across the internal value chain. Business Ops is one of four operational pillars, alongside Account Management, L2 and Platform Ops, and Fin Ops. This hire is the first building block of that function, working directly alongside the VP of Operations and COO, with a mandate to own, codify, and improve a defined set of processes immediately and expand the function as Reach scales.
𝗥𝗘𝗦𝗣𝗢𝗡𝗦𝗜𝗕𝗜𝗟𝗜𝗧𝗜𝗘𝗦
1. Process Design and Operationalisation
- Document, standardise, and own the processes transitioning into Biz Ops: SLAs, SOPs, escalation paths, and exception handling for each
- Build the AI-native process framework from scratch for creating training content and documentation
- Drive adoption of process documentation across functions with measured KPIs and dashboards
2. Client Onboarding Operations
- Own the end-to-end ECHO client onboarding operational workflow, from BD handover to platform activation (the operational process, not the Account Management relationship, which Account Management continues to hold)
- Design and maintain the BD to Account Management to Biz Ops intake template
- Enforce quality gates before onboarding begins and before go-live
- Coordinate with Account Management, FinOps, L2 and Platform Ops, Engineering, CS and TS on onboarding dependencies
3. Vendor Management
- Own the vendor relationship framework including day-to-day coordination. Create and manage governance calendars, SLA tracking, commercial milestone tracking, and renewal timelines
- Work with FinOps on cost visibility for vendor contracts; flag anomalies and propose optimisations
- Maintain vendor documentation, compliance status, and escalation paths
4. SIM Ordering and Inventory Coordination
- Own the SIM ordering process, from forecast to delivery confirmation, in coordination with MNO and carrier relationships
- Maintain SIM inventory visibility in coordination with L2 and Platform Ops
- Build and maintain reorder triggers, safety stock logic, and exception alerting
5. BAU Client Operations
- Own the catalogue of recurring BAU operational requests across ECHO and PaaS clients: rate plan changes, promo updates, content changes, device additions, access management, and more
- Build an intake-to-resolution tracking system with clear SLAs per request type
- Reduce dependency on Engineering for configuration tasks and move those to L2 and Platform Ops
6. Cost Management (Operational Layer)
- Maintain operational cost visibility across vendor contracts, SIM costs, and BAU operational expenses
- Build cost tracking frameworks that feed into FinOps reporting without creating duplication
- Flag cost anomalies early; bring data-driven cost optimisation recommendations to the Founders
7. Measurement, Reporting and Continuous Improvement
- Define and own KPIs for every process in the Biz Ops remit. What gets measured gets done is the Reach mandate
- Build lightweight dashboards or reporting cadences so the VP of Operations and the Founders have real-time visibility into process health
- Run periodic process audits; identify bottlenecks and prioritise improvement sprints
- Use AI tools extensively to automate, monitor, and improve processes. Cost and scale constraints make this non-optional
8. Cross-Functional Coordination
- Act as the connective tissue between Account Management, L2 and Platform Ops, Engineering, FinOps, and Marketing on operational handoffs
- Manage the post-launch cadence for ECHO brands
- Participate in the Operational Excellence initiative as the Biz Ops owner; report progress against gap-closure milestones
𝗪𝗛𝗔𝗧 𝗪𝗘 𝗔𝗥𝗘 𝗟𝗢𝗢𝗞𝗜𝗡𝗚 𝗙𝗢𝗥
𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲
- MBA in operations, business operations, or strategy and operations roles
- Total of 4 to 5 years of work experience in related fields
- Background in SaaS, software products, or tech-adjacent industries. You must understand how software platforms work, even if you are not an engineer
- Experience designing or owning operational processes end-to-end, not just managing them but building them
- Exposure to vendor management, client onboarding, or BAU operations in a product or platform company is strongly preferred
- Experience in a startup or scale-up environment is a plus. You need to be comfortable with ambiguity and incomplete documentation
𝗦𝗸𝗶𝗹𝗹𝘀 𝗮𝗻𝗱 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀
- AI-native mindset: you actively use AI tools to improve your own productivity and the processes you own. This is a hard expectation at Reach
- Process thinking: you naturally ask how does this work, where does it break, and how do we fix it
- Strong documentation discipline: you write things down, create SOPs, and do not rely on institutional memory
- Data fluency: comfortable with Excel or Sheets, dashboards, and defining metrics. SQL is a plus but not required
- Strong communication: you work across functions and with founders, clear, concise, and able to push back
- Project management: ability to run multiple workstreams simultaneously without dropping the ball
𝗠𝗶𝗻𝗱𝘀𝗲𝘁
- Builder, not inheritor: this function does not exist yet, you are building it from scratch
- Ownership mentality: you do not escalate everything upward, you resolve, document, and close
- Honest about gaps: Reach values candour. If a process is broken, say so and come with a fix
- Comfortable with ambiguity: many of the processes you will own are underdocumented or currently mis-owned. That is the job
𝗪𝗛𝗔𝗧 𝗪𝗘 𝗔𝗥𝗘 𝗡𝗢𝗧 𝗟𝗢𝗢𝗞𝗜𝗡𝗚 𝗙𝗢𝗥
- People who need a fully formed playbook handed to them before they start
- Candidates whose 4 to 5 years are primarily in consulting or analyst roles without operational ownership. Exposure is fine, but we need someone who has run processes, not just advised on them
- Anyone uncomfortable working in a cost-conscious environment. Reach is deliberate about spend and expects Biz Ops to model that behaviour
