Operations Team Lead

Team Lead - Instawork Robotics Labs

About IRL (Instawork Robotics Labs)

Researchers at UC Berkeley have identified a “100,000-year data gap” - the gulf between what trained AI language models and what physical robots actually have to learn from. Closing that gap is the defining infrastructure challenge of the physical AI era. IRL is Instawork’s answer to it. We deploy skilled workers into real commercial and residential environments - kitchens, warehouses, hotel floors, homes - to capture the high-fidelity task data that the world’s leading Robotics labs use to train their foundation models. Read more here.

About the Role

We are looking for a highly driven and hands-on Team Lead – Operations to build, manage, and scale a high-performing operations team supporting AI-powered data capture and workflow execution initiatives.

This role combines people leadership, operational excellence, customer management, and process optimization. The ideal candidate has experience working in high-growth B2B SaaS or technology companies, has managed large enterprise accounts, thrives in fast-paced startup environments, and is comfortable rolling up their sleeves to solve operational challenges.

Key Responsibilities

Team Building & Talent Management

• Lead end-to-end hiring and onboarding of operations team members.
• Build, mentor, and manage a high-performing team of operators and team members.
• Create career development plans and coaching programs to improve team effectiveness.
• Foster a culture of accountability, ownership, and continuous improvement.

Training & Process Excellence

• Design and implement training programs for new hires and existing team members.
• Develop, document, and continuously improve SOPs and operational playbooks.
• Ensure teams are equipped with the right tools, knowledge, and processes to perform efficiently.
• Drive adoption of AI tools, particularly ChatGPT and other productivity platforms, to improve operational effectiveness.

Operations Management

• Oversee day-to-day execution of task-based physical and data-driven workflows.
• Monitor operational KPIs, productivity metrics, and quality standards.
• Identify bottlenecks and implement scalable process improvements.
• Ensure timely delivery of operational commitments while maintaining high-quality standards.
• Review completed work regularly and provide corrective feedback where necessary.

Customer & Stakeholder Management

• Act as the primary operational point of contact for customers and internal stakeholders.
• Manage relationships with large enterprise customers and strategic accounts.
• Prepare and deliver weekly business reviews, operational updates, presentations, and MIS reports.
• Communicate project progress, challenges, and recommendations to customers and leadership teams.
• Drive customer satisfaction through proactive communication and operational excellence.

Infrastructure & Operational Readiness

• Ensure operational infrastructure, hardware, and tools are functioning effectively.
• Manage inventory, equipment allocation, and operational readiness across teams.
• Coordinate with internal teams to resolve operational issues quickly and efficiently.

Required Qualifications

• 5+ years of experience in operations, account management, customer success, BPO, shared services, or technology-enabled operations.
• 2+ years of experience managing teams and leading people.
• Experience working in high-growth startups and scaling operations.
• Strong background in managing large enterprise accounts and customer-facing operations.
• Proven experience driving operational excellence in fast-paced environments.
• Excellent communication and presentation skills with the ability to interact confidently with senior stakeholders.
• Strong analytical mindset with experience creating reports, dashboards, and operational reviews.
• Hands-on approach with a willingness to dive deep into execution when required.
• Highly proficient with AI tools, particularly ChatGPT, and able to leverage them to improve productivity, problem-solving, and workflow design.

Preferred Qualifications

• Experience in B2B SaaS, technology, operations, customer success, or enterprise services organizations.
• Experience managing large-scale operational teams.
• Familiarity with quality assurance frameworks and process improvement methodologies.
• Exposure to AI, data operations, annotation, content moderation, workflow management, or technology-enabled service delivery.
• Experience working with global customers and cross-functional teams.

Why Join Us

• Lead a critical operations function powering innovative AI-driven initiatives.
• Build and scale a team from the ground up.
• Work directly with customers and leadership on high-impact projects.
• Opportunity to shape processes, systems, and operational strategy.
• Competitive compensation along with benefits such as commute and meals.
• Fast-paced, entrepreneurial environment with significant growth opportunities.

 

Experience Level

Senior Level