Launch Operations Lead

Arketa is hiring a Launch Operations Lead to support the quality, reliability, and coordination of customer launches.

In this role, you’ll partner closely with Onboarding, Migrations, Support, and Engineering to ensure launches stay on track and issues are addressed quickly and clearly when additional intervention is needed. You’ll bring structure and judgment to complex launch moments, helping teams move efficiently while maintaining a high bar for customer experience.

You’ll report directly to the Migrations Team Manager to review daily, weekly and quarterly tasks to regulate a steady pipeline flow.

This role is ideal for someone who enjoys operational problem-solving, cross-functional collaboration, and being a steady presence during high-impact moments.

What You’ll Do

Support Launch Quality & Reliability

• Monitor launches and identify moments that require additional coordination or intervention
• Step in when launch timelines, data, payments, or app readiness create risk
• Help ensure studios go live with confidence and clarity

Resolve Launch-Related Issues

• Investigate launch-related issues to determine root cause (data quality, formatting, platform constraints, or user error)
• Schedule time sensitive calls with our partners to provide resolution and real-time support on migration related issues
• Resolve issues hands-on when possible using existing tools and workflows
• Coordinate with Engineering on more complex fixes, providing clear context and prioritization

Partner Across Teams

• Work closely with Onboarding to support migrations and early-stage customer setup
• Act as a point of escalation when launches stall or become high-risk
• Communicate clearly with internal teams and customers during sensitive moments

Improve Operational Rigor

• Maintain and improve launch workflows, documentation, and escalation paths
• Track trends across launch issues and resolution timelines
• Surface insights that inform better training, tooling, or process improvements

Contribute as a Utility Player

• Support adjacent operational workflows when bandwidth allows (e.g., app review follow-ups, launch readiness checks)
• Perform smaller migrations for our ‘Pro’ (single user) accounts
• Help unblock launches and reduce operational bottlenecks
• Bring clarity to fast-moving, ambiguous operational work

What We’re Looking For

• 3–5+ years of experience in onboarding, implementations, customer operations, or technical support at a SaaS company
• Experience supporting complex customer setups or data migrations
• Comfortable operating in customer-facing, time-sensitive situations
• Strong analytical and problem-solving skills
• Able to work closely with engineers without being an engineer
• Clear, confident communicator across technical and non-technical audiences
• Organized, detail-oriented, and calm under pressure
• Strong ownership mindset and follow-through

Nice to Have

• Experience with ticketing or issue-tracking tools (Linear, Jira, etc.)
• Familiarity with payments, subscriptions, or scheduling platforms
• Background in high-volume SaaS onboarding or implementations
• Experience at a Series A/B startup
• Comfort operating across teams without formal authority

Why This Role Matters

• Launch quality has a direct impact on early retention and customer trust
• This role reduces pressure on Onboarding, Support, and Engineering
• You’ll help scale launches without sacrificing reliability or experience
• You’ll have visible impact on customer outcomes and operational performance

What We Offer

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Unlimited PTO and flexible work environment
• Annual company offsites
• Wellness reimbursement
• Catered lunches and snacks in our NYC workspace
• High ownership, autonomy, and visibility

Arketa is an equal opportunity employer and is committed to building a diverse, inclusive, and equitable workplace.