Job Description

At Community Phone, we believe that everyone deserves access to reliable and affordable communication services. We’re a mission-driven company, committed to providing exceptional landline service that keeps our customers connected to what matters most- starting with our seniors who deserve a landline service that doesn’t just connect them, but protects them. We’re also revolutionizing the business landscape by keeping them in constant contact with their customers. No more missed opportunities or frustrating interactions with automated systems. We’re not just providing a service; we’re fostering relationships. 

Our innovative technology enables any traditional landline phone to connect over the cellular network through a SIM card inside of our landline base, ensuring uninterrupted service (with power back-up) without the need for Wi-Fi, while offering best in class software features like robust spam call blocking.  

As a venture-backed, Y-Combinator graduate, we’ve evolved from a small team in 2018 to now ~70 fully remote team members spread across 15 countries and even more time zones. We proudly serve over 20,000 customers and clients, ranging from seniors to small businesses to franchises across the United States. As we continue to grow, we’re looking for folks who share our passion for improving the lives of our customers through both technology and human connection. 

Join us in redefining the narrative, where communication is personal, secure, and built on trust. Let’s connect the dots – one call at a time.

🌟 About the role

As Head of Operations, you will be responsible for streamlining operations, cutting inefficiencies, providing organizational clarity, and ensuring cross-departmental alignment and blistering urgency on our path to 10X our ARR. 

You will focus on optimizing COGS and apply first-principles thinking to every aspect of operations. First-principles thinking means breaking down complex problems to their most basic elements and rebuilding them from the ground up, rather than relying on existing assumptions. In your role, you will use this approach to redesign processes and drive operational efficiency, ensuring all departments are aligned to meet our ambitious goals. You will collaborate directly with leadership to create and execute strategies that fuel sustainable growth toward category-leadership in the home phone and micro business phone markets in the United States.

🚀 You will…

• Operational excellence: Build leverage for our Go-To-Market and Product organizations and increase their ability to execute quickly. Maintain a team of direct reports that are A-level: obsessed and always learning with an impressive volume of work-product output. We value speed and impact over perfection.
• Finance: Work with our Director of Finance and help guide the CEO in understanding how to build the most enterprise value. Proactively find and source opportunities to build more value (understanding Benjamin Graham’s quote that in the short term financial markets are voting machines, and in the long term, they are weighing machines. We must operate the business understanding that one day we will be weighed).
• People: Work with our HR Manager to build a more coherent culture strategy in a remote or hybrid-remote future. Our values are Curiosity, Transparency, Efficiency in Everything, Bias Towards Action, Founder Mindset and Caring Mentality. Transmit a culture that stems from first-principles and enroll our team in doing the greatest work of their careers.
• Recruiting: Work with our TA team to build awesome leverage in the talent market and establish Community Phone as a leading brand for the best and brightest product and growth talent in the world.
• High Velocity Customer Operations: Work with our sales managers, support managers, and RevOps owner to execute efficiently on the customer journey vision provided by the Product team. Build a system and a team that has leverage and is willing to struggle toward a better and more consistent customer experience.
• Vendor Strategy: We are in a regulated industry and have a hardware supply chain and fulfillment centers. Identify the root causes of operational bottlenecks and develop long-term, sustainable solutions that support the company’s rapid growth.
• Problem Solving: Face and confront any level of complexity and be able to make progress quickly. Apply first-principles-thinking to create simple, efficient processes that reduce costs and improve workflows across the organization. Question existing methods and rebuild them if necessary to maximize efficiency

🏆  You are…

• A True Builder: You’ve seen what it takes to scale a business from low 8-figure ARR to a minimum of $50M ARR in 2-3 years while maintaining high efficiency. You can quickly move between any layer of information in any part of the organizational abstraction and spin off cycles of focused action. If your primary tool to build leverage is growing headcount, you will struggle here.
• Courageous: You have the ability to stare into the abyss and allow yourself to be unsettled by terrible confusion if necessary – recognizing that prematurely concluding something reasonable and agreed-upon in consensus may miss some of the greatest opportunities that have not yet been uncovered.
• A True People Leader and Polymath: You have adequately and extremely suffered in the painstaking role that comes with being a General. And that will come across in the genuine humility and awareness of your power in words and actions. You’ll be able to do some or one of the domain specific functions as well as someone currently in the top 0.05%. (We believe the best engineering managers are great engineers, we believe the best marketing managers are great marketers, etc.)
• An Incredible Communicator: You possess a clarity and sharpness of communication that creates stability for the team and CEO.
• A Pursuer of True Excellence: You have a deep and burning desire to build an organization that is great in-itself – as opposed to something that will be sold in the short term. When we take the position of building this organization for the long term, we commit to our personal requirements that we must be energized and impressed by our interactions with team, not just because the business or customers may require it, but because we require it in order to live well and make personal meaning from our work. 
• Uncompromising: Not focused on being liked. It doesn’t concern you if the team or the CEO ends up liking you. Your predominating focus is on making impact for customers and employees; that the social forces that end up preventing faster and more lasting impact internal to the company is something you are acutely aware of.
• Future Facing: Recognition that the best products, the best teams, the most interesting markets, the most powerful technology is all in the future and that the world has just begun.
• Discerning: Being right where it matters – knowing 1) where and when it matters to be right rather than being fast, and 2) actually being right where it matters. 

💙 Community Phone Culture

Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus. 

Beyond the job description, here are some traits members of our team share:

We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.

Efficiency in everything. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.

We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers.

We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.

We take our work seriously and see it as a reflection of who we are. We’re always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we’re able to achieve our goals and create exceptional products.

We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.

💸 Compensation

Our range of total compensation for this position is between $220K-$275K + equity. Total compensation is based on several factors that are unique to each candidate. These factors include (but are not limited to) job-related knowledge and skill set, depth of experience, certifications and/or degrees, and specific work location.