Head of Operations (In-Office)

Donor Nexus is a mission-driven company in the fertility space experiencing meaningful growth. We are looking for a hands‑on, in‑office operations leader to own day‑to‑day execution, lead our internal team, and elevate both performance and professionalism across the business. The CEO sets overall company direction and growth priorities. This role ensuresthose priorities are carried out consistently and effectively throughstrong teamleadership and operational oversight. We are looking for someone who is comfortable getting into the details: reviewing communication threads, observing team dynamics, and improving how we operate at the ground level.

Why This Role Matters

Donor Nexus has grown to over $10M in revenue with a lean, hardworking team. As we continue growing, we are investing in stronger operational leadership to ensure our day‑to‑day execution matches the quality of our mission.

This is an opportunity to:

• Step into meaningful people leadership
• Elevate how a growing company operates
• Create clarity, consistency, and professionalism
• Work closely with senior leadership while owning execution

You will not be responsible for setting company strategy, but you will be responsible for ensuring the business runs smoothly and predictably each day.

How This Role Fits

You will work closely with the CEO, who remains actively involved in strategy and decision‑making. Your role is to run the day‑to‑day engine of the business — leading the team, maintaining operational standards, and ensuring cases move forward efficiently.

You will also partner with:

• A Chief of Staff who leads systems, automation, and infrastructure
• A CMO who leads marketing and brand strategy

This role is focused on execution, team leadership, and operational maturity.

What You Will Own

You will own the day‑to‑day operational health of the business. This includes:

• Direct management of the operations team
• Clear expectations and performance standards
• Case pacing and workflow consistency
• Follow‑through across departments
• Escalation handling and issue resolution
• Serve as the primary in‑office leader for the team
• Manage, coach, and elevate employees across departments
• Address interpersonal friction and communication gaps
• Set clear expectations and hold consistent standards
• Support performance improvement where needed

This is a true leadership role. Many team members are early in their careers and benefit from clear guidance, structure, and mentorship. You will have the opportunity to:

• Shape team culture
• Develop emerging professionals
• Create accountability systems
• Build trust and stability within the team

If you enjoy helping people grow while raising the standard of performance, this role offers meaningful impact.

Operational Execution

• Maintain clear visibility into active cases and daily workload
• Ensure cases move forward on time and according to process
• Proactively follow up when tasks stall or timelines slip
• Address operational friction between sales and case management
• Reinforce consistent use of workflows and internal systems

Communication & Experience Quality

• Review donor and intended parent communication for clarity and professionalism
• Provide real‑time coaching on tone, responsiveness, and ownership
• Establish clear standards for response times and follow‑through
• Ensure emotionally complex situations are handled with empathy and consistency
• Elevate the overall client and donor experience through stronger execution

Systems & Process Reinforcement

• Ensure team members consistently use established tools and workflows
• Partner with the Chief of Staff to provide feedback on what is or isn’t working operationally
• Reinforce accountability within systems (task tracking, status updates, documentation)
• Help maintain simplicity and clarity in day‑to‑day execution
• Serve as the first point of escalation for operational issues
• Make day‑to‑day decisions that keep work moving forward
• Escalate only when strategic or financial input is required
• Reduce the need for CEO involvement in routine execution

What Success Looks Like

• The team has a steady, mature day‑to‑day leader
• Cases move forward with less founder intervention
• Communication quality improves across donors, intended parents, and internally
• Performance expectations are clear and upheld
• Operational visibility increases
• The CEO has more time to focus on growth and strategic initiatives

Who This Role Is For

• 7–12+ years of experience in operations or team leadership
• Experience managing and improving performance within small teams
• Comfortable leading in‑person teams and navigating interpersonal dynamics
• Systems‑oriented but willing to dive into details
• Calm, direct communicator who can balance empathy with accountability
• Comfortable in a founder‑led environment
• Experience in service‑based or human‑centered businesses preferred

Location

This is an in‑office role (Monday–Thursday) in Newport Beach. We are specifically looking for someone who wants to be physically present with the team and actively engaged in daily operations.

Compensation

$140,000–$160,000 base + performance bonus