We're Hiring! Are you passionate about building long-term relationships with clients and driving business growth Do you thrive on understanding client needs and delivering tailored solutions If so, we want you to join our team at WOGI!
About the Role:
As Head of Business Operations, you will build and own the operating structure that lets our Business organisation scale consistently across markets. You will take ownership of how Sales, Client Success, CRM, SOPs and new commercial initiatives operate in every market — turning what is today fragmented, market-by-market execution into one consistent operating model that Country Managers, Sales and Client Success teams can rely on.
This is not a Country Manager role, and it carries no line authority over local Sales or Client Success teams. You will nevertheless be accountable for the operational consistency, quality and follow-through of the Business function across all markets. Your focus will be on defining clear standards, making sure teams have the processes, documentation and tools they need to execute well, and ensuring every new initiative launches fully ready rather than being figured out after the fact.
Key Responsibilities:
1. Own how the Business organisation operates
- Design, document and improve the processes Sales and Client Success run on in every market.
- Own the SOPs, workflows and escalation paths — and keep them used, not filed away.
- Maintain the knowledge base, playbooks and templates, and own onboarding for new Sales and CS hires.
2. Own CRM, the sales process and data quality
- Own CRM governance across all markets, so pipeline and client data mean the same thing everywhere.
- Own CRM sales cadance end to end, and the handover from Sales to Client Success.
- Review compliance market by market and close the gaps with Country Managers.
3. Turn operational data into decisions
- Define the KPIs for Business Operations and Client Success.
- Build one consolidated view of client health, retention, revenue at risk and initiative progress.
- Track actions to completion and flag risk early, with a recommendation attached.
4. Make every new initiative launch ready
- Lead the operational rollout of new products and commercial initiatives.
- Put processes, pricing guidance, documentation and training in placebefore launch.
- Confirm teams are ready ahead of go-live, then monitor adoption and fix what isn't working.
5. Raise Client Success standards and lead our Regional team
- Define how Client Success works here — account management, reviews, QBRs, renewals, escalations.
- Run quality reviews across markets and spread what works.
- Lead and develop the Regional Client Success team, and keep retention risk visible with Country Managers.
What We're Looking For:
- Proven experience in business operations, revenue operations, or a similar cross-functional role, ideally across multiple markets in Southeast Asia and/or North Asia.
- Track record owning CRM systems, SOP design, and process governance at a regional or multi-country level.
- Experience with Client Success frameworks — account health, retention, QBRs — and confidence managing a team directly.
- Strong stakeholder management skills, with the ability to influence Country Managers and drive consistency without formal authority over their teams.
- A structured, process-driven mindset, with the ability to bring order to fragmented, fast-moving markets.
- Comfortable operating across cultures, languages, and time zones.
- Familiarity with Notion or similar documentation tools is a plus.
