VP of Operations - Food, Hospitality, and Retail

About Invisible

Invisible is the operations innovation company transforming how companies are built and run.

We are a tech-enabled service providing solutions to the world’s most complex business problems. Driven by our proprietary process orchestration platform, we seamlessly integrate advanced AI and automation with a global network of thousands of experts. This powerful combination delivers new capabilities and eliminates barriers to execution for our clients, unlocking unprecedented efficiency, scale, and growth opportunities.

Within the FHR vertical, our priorities are broad and diverse, with clients ranging from on-demand food delivery, multi-unit retail, and grocery technology.

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In the Food, Hospitality, and Retail (FHR) sector, we are focused on supporting merchants, retailers, and technology providers who are dedicated to enhancing customer experiences and operational efficiency. Our priorities include streamlining processes related to customer service, inventory management, order processing, cost control, and loyalty programs. We seek candidates who can contribute to improving the quality and efficiency of service delivery within this dynamic industry, working closely with our partners to implement innovative solutions that benefit both businesses and consumers in the FHR space.

• Leadership of Large, Complex Operations: Set the vision and strategy for the FHR Operations team, and manage a team of hundreds (Directors, Managers and Analysts) through the production and delivery of unique and highly nuanced processes. Ensure the Operations team scales to meet company expansion goals, by overseeing the hiring, staffing, and development of sizable teams. Set goals/KPIs for teams to manage strategic objectives and client processes excellently.
• Strategic Client Management: Partner with new and existing customers on both strategic and tactical levels, working with them to define their needs, map their processes, and ensure our work is achieving their goals. Serve as a strategic point of contact and escalation point for clients. Drive strong, profitable relationships.
• Business Savvy & Systems Thinking: Iterate on the design of our processes, driving the prioritization of upgrades across AI, automation, and human talent. Be relentlessly curious, creative and proactive in implementing solutions to critical issues. Seek cross-cutting improvements to systems to improve the team. Drive cross-organization change management.

• 5+ years of experience in operations management in a client-facing capacity; proven track record delivering exceptional service as a consultant or strategic partnership. Excellent communication skills, both verbal and written.
• Strong management and leadership skills and ability to provide guidance and support to a team, including experience managing an organization of at least 50+ people (though 200+ would be preferred) across at least 2 layers of management (e.g. managing managers). Ability to work remotely and manage teams without in-person interaction.
• Experience building and managing financial models, especially cost-driven analysis; comfortable with data analysis in spreadsheets, managing complex formulas and building processes. Experience in capacity planning and project management.
• Ability to think strategically with agility in complex and difficult situations. Strong sense of urgency and ability to prioritize.
• Strong familiarity or exposure to the FHR sector, as well as intimate knowledge of key business processes. Our preferred experience is with merchants, restaurants, hospitality businesses, retailers, or technology providers in delivering high-quality, efficient, and customer-centric services in the Food, Hospitality, and Retail sectors.

We believe in recognizing exceptional work with exceptional benefits. That’s why we empower our Partners to work remotely around the world on a schedule that suits their lifestyle. Our Partner Pay Model is fully transparent and designed for co-ownership, recognizing that professionals have unique needs. We balance profitability and growth by reinvesting annual profits to fuel expansion and fairly compensate our partners. With over 65% ownership already in the hands of our partners, we are committed to achieving 100% partner ownership. Moreover, our leadership team is legally obligated to buy back partner shares according to a formal liquidity plan. This ensures a clear path for those who choose to sell their stake in the company.

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Compensation:

• Base: $170,000
• Base + Bonus Target: $250,000
• This role is eligible to participate in Invisible’s equity plan.

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The amount listed above is the expected annual base salary for this role, subject to change.

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