Head of Operations

You've found us at a good time. Hapana is opening new markets, shipping new products, and welcoming new brands onto the platform we're looking for the people who'll grow with us. This could be one of those right-place, right-time moments. Here's everything you need to know.

WHO WE ARE

Hapana powers the world's best fitness brands. Walk into a Fitstop, KX, Gold's Gym or J.I.M and there's a good chance our platform is running the whole show: memberships, bookings, marketing, payments, growth.

The fitness industry is booming, and we're the technology underneath it. We're 117 people across Sydney, the US, UK, Brazil, Singapore and India, and the work we ship reaches studios and members all over the world. Build something here, and you'll see it land in the product, in our clients' businesses, and in the team around you.

WHERE YOU COME IN

You'll be the person making sure the way Hapana operates keeps pace with the way we're growing.

Reporting to the COO and working closely with our Senior Leadership Team, you'll own the day-to-day effectiveness of our Operations function and turn company priorities into clear plans, accountable owners and measurable outcomes.

This isn't an Operations role that's about maintaining what's already there. You'll look across the business, find the friction, gaps and bottlenecks slowing us down, and work with teams to solve them. When we introduce a new process, system or way of working, you'll make sure it doesn't just launch, it sticks.

You'll build the operating rhythms, systems and processes that give teams clarity and keep work moving. When something significant goes wrong, you'll bring the right people together, establish ownership and drive it through to resolution.

It's a role for someone who can zoom out to understand where the business is heading and then zoom straight back in to make sure the details actually get delivered.

WHAT YOU'D BE DOING

Own the effective day-to-day running of Hapana's Operations function, making sure priorities are clear, work is moving and teams have what they need to deliver

Turn company strategy, priorities and OKRs into executable operational plans with clear ownership, timelines and measurable outcomes

Establish the operating rhythms, reporting and governance that give leadership clear visibility of progress, risks, dependencies and performance

Hold operational initiatives accountable to agreed timelines, service levels and quality standards, stepping in early when something starts to move off track

Act as the first point of escalation for significant operational issues, bringing the right teams together and driving clear ownership through to resolution

Identify operational risks, bottlenecks and dependencies before they become bigger problems and make sure they're surfaced and addressed early

Lead cross-functional initiatives that simplify how we work, remove unnecessary friction and improve collaboration between teams

Take new initiatives, processes and capabilities from idea through implementation and into repeatable, scalable business-as-usual ways of working

Continuously review how Hapana operates and find opportunities to automate, simplify and improve workflows as the business scales

Use data to understand what's working, what isn't and where we should focus our operational effort

Own the operational systems, tools and platforms that sit within the Operations function, including their ongoing effectiveness once they're embedded into the business

Partner with teams to improve system integrations and automation, reducing manual work and creating better visibility across the business

Own key operational vendor relationships alongside the COO and relevant functional leaders, making sure we're getting the right service, value and outcomes

Build strong relationships across every level of Hapana and create a culture of ownership, accountability and follow-through

Lead and develop the Operations team, creating clarity around priorities, expectations and what great performance looks like

WHAT YOU'LL BRING

4–7+ years of experience in Operations, including leadership experience within a startup, scaleup or similarly fast-moving environment

Experience operating within a SaaS or technology company, ideally during a stage of growth from roughly 100–250 employees

A track record of scaling operations, improving processes and building structure without creating unnecessary bureaucracy

Strong commercial and operational judgement — you're comfortable making decisions, challenging assumptions and working through ambiguity

The ability to turn strategy into execution. You don't stop at identifying what needs to change; you work out who owns it, what happens next and how we'll measure whether it worked

A data-driven approach to problem-solving and decision-making, with an analytical background or strong analytical capability highly regarded

Strong experience with workflow automation, systems integrations and tools such as Zapier and APIs

Confidence working across operational platforms such as Notion, HubSpot, PandaDoc, Atlassian, QuickBooks, Fathom or similar

Experience leading cross-functional projects where success depends on getting multiple teams moving in the same direction

Strong leadership, communication and stakeholder management skills, with the confidence to work closely with senior leaders while staying connected to what's happening day to day

Experience working across global operations and distributed teams

Familiarity with the compliance and governance requirements that come with operating a growing SaaS business

A bias toward action. You're comfortable getting into the detail, solving the problem and then building the process so it doesn't need solving twice

If this list has you nodding along, that's the strongest signal there is. We hire for trajectory — bring us your momentum, and we'll match it.

WHAT SUCCESS LOOKS LIKE

We're clear about what great looks like from day one, so you can aim at it from day one. In your first year:

The business has clear operational rhythms, ownership and accountability, and leaders have better visibility of what's moving, what's blocked and where attention is needed

Company priorities and OKRs translate into operational plans that actually get delivered, with owners, timelines and measurable outcomes attached

You've identified and removed some of the biggest operational bottlenecks slowing our teams down

Cross-functional initiatives have clearer ownership and move faster because teams understand who's responsible for what and what happens next

We've reduced unnecessary manual work through better processes, automation and system integrations

New processes don't disappear after launch — they're documented, adopted, measured and embedded into how Hapana works

Operational issues and risks are surfaced earlier, escalations are handled with clear ownership, and problems move to resolution faster

Our systems, processes and operating model feel ready for the next stage of Hapana's growth, not the stage we've just come from

You've built trust across the business as the person who can take a complicated operational problem, create clarity and get it moving

LIFE AT HAPANA

Summer Fridays — Fridays wrap at 3pm through summer, so your weekend gets a head start.

Birthday leave — take the day off on your Birthday.

Wellness days — two extra days a year, separate from your annual leave, for whenever you need to reset.

Work from anywhere — two weeks a year to work from wherever you want. Visit family, chase the sun, change your view.

Home office stipend — money toward a setup you actually enjoy working from.

Parental leave — for primary and secondary carers, because every family looks different.

Sonder — round-the-clock mental health and wellbeing support, whenever you need it.

Monthly team events — regular time set aside to act