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Head of GTM AI Operations
Full-time
Location
United States (Remote)
Reports to
Chief Revenue Officer (CRO)
Who MoeGo Is
MoeGo is building the technology infrastructure of the global pet economy. Today, we serve approximately 10,000 pet care businesses — from solo mobile groomers to Fortune 500 enterprises — across grooming, boarding, daycare, training, sitting, and walking. Our platform processes billions of dollars in annual transactions. We're profitable and growing fast.
We're in the middle of one of the most exciting transitions in software: from vertical SaaS to an AI-first, agent-driven platform. We've spent the past year designing the foundation for this next chapter — a governed system where every action, whether performed by a human or AI, is accountable and auditable, and where each merchant's operating rules can be understood and followed by AI agents.
That architecture is taking shape. But becoming an AI-native company isn't just about transforming our product. It's also about fundamentally rethinking how we operate, serve our customers, and scale our business.
That's where you come in.
The Role
We’re looking for a Head of GTM AI Operations to transform how MoeGo operates by combining AI, people, and workflows to deliver better customer experiences and operational efficiency.
You’ll start by leading Customer Support operations, owning service quality, customer satisfaction, and operational costs while building and deploying AI-powered workflows. Once proven, you’ll scale this operating model across other GTM functions.
What You'll Own
Build and operate AI workflows. Identify suitable work for AI, redesign the process, and partner with engineering to implement it. Define human approvals, handoffs and accountability. Test performance, investigate failures and continuously improve live execution.
Run Customer Support. Own resolution quality, response and follow-up reliability, customer satisfaction, staffing and budget. Manage daily execution through the Support operations lead. Remain accountable for outcomes whether work is performed by people or AI.
Build the team and operating practices. Define roles, develop team leads, and manage capacity and performance as AI takes on more work. Use service-quality and cost data to guide decisions.
Expand what works. Turn successful implementations into reusable workflows, knowledge and quality checks. Extend into additional GTM operations once results are proven and ownership is agreed with the CRO and relevant GTM lead.
Provide enablement and close feedback loops. Keep GTM knowledge, onboarding and training current so people and AI execute correctly. Turn recurring customer issues into evidence-backed feedback for Product and Engineering, with owners and next steps tracked.
What We're Looking For
Proven AI Implementation: Hands-on experience building, deploying, and operating AI workflows in real business environments, with measurable results beyond demos or strategy.
Operational Ownership: Experience directly managing customer-facing operations, including team performance, service quality, capacity, and budget, with accountability for ongoing business outcomes.
Hands-on Systems Builder: Ability to design workflows, prototype or configure automations, and collaborate with Engineering on APIs, integrations, and data flows. Coding experience is not required.
Leadership & Change Management: Proven ability to develop team leaders, drive operational change, and collaborate across GTM, Product, and Engineering to deliver measurable improvements.
Nice to Have
Experience in B2B SaaS and familiarity with GTM or Customer Operations.
Previous ownership of Customer Support operations is a plus, but not required.
