Job Description

Business Operations Lead

Department: Business Operations
Reports To: SVP of Business Operations
Employment Type: Full-Time, Exempt
Location: Remote (U.S.-based preferred)
Salary: $85,000 - $120k per year plus benefits

About Watch Duty

Watch Duty is a 501(c)(3) nonprofit that provides real-time wildfire maps and alerts. Our updates are produced by experienced humans—not crowdsourcing or automation—including active and retired wildland firefighters, dispatchers, first responders, and reporters using official sources and radio communications.

Role Summary

This role helps keep Business Operations moving day to day. You’ll work directly with the SVP of Business Operations to take real work off their plate, run key workstreams to completion, and make recurring tasks simpler and more reliable over time.

You’ll do a mix of project coordination, process improvement, and practical administrative support (like inbox triage and follow-ups). This is a hands-on execution role with visible ownership and accountability.—you’re expected to own outcomes, communicate clearly, and keep things from stalling.

Key Responsibilities

Execution and Follow-Through

• Own and run business operations workstreams that are currently slowing execution or requiring frequent SVP involvement.
• Turn priorities into clear next steps: who’s doing what, by when, and what “done” looks like.
• Track progress, follow up with owners, and surface issues early so projects don’t drift.
• Spot repeated friction (confusing handoffs, missing info, unclear ownership) and fix it in a practical way.

Support Operations and Escalations

• Handle or coordinate complex support cases and escalations when they need more context or judgment.
• Help the offshore support team succeed by clarifying requirements, tightening handoffs, and removing recurring blockers.
• Improve escalation paths so issues reach the right person quickly, with the right details.

CRM Reporting and Data Quality

• Make CRM reporting more reliable and easier for teams to use without extra help.
• Set simple standards for data entry so reporting stays accurate.
• Work with stakeholders to ensure reports answer real questions and stay current.

Post-Close Sales Support

• Coordinate operational follow-through after deals close (onboarding coordination, procurement steps, internal handoffs).
• Navigate B2B procurement platforms as needed and keep requirements from getting stuck.
• Coordinate across Commercial, Operations, Finance/Bookkeeping, and Support so customers and internal teams have a smooth experience.

Process, Documentation, and Delegation

• Write and maintain SOPs for repeatable work (simple, usable, and kept up to date).
• Improve handoffs so work arrives with the context and materials needed to execute.
• Delegate SOP-based tasks to VAs/vendors: train them, set expectations, and do light quality checks.

Administrative Support

• Provide practical admin support when it meaningfully unblocks work, including:
• Inbox/email triage
• Follow-ups and reminders
• Coordinating small but time-sensitive tasks across stakeholders

How You’ll Work

• Ownership: You take responsibility for outcomes and don’t need constant oversight.
• Independent judgment: You independently determine prioritization, sequencing, and resolution paths for assigned workstreams.
• Clear communication: You write and speak plainly and keep people aligned.
• Reliability: You follow through and don’t let recurring mess become normal.
• Discretion: You handle sensitive information with good judgment.
• Fast ramp: You learn quickly and can manage a lot of moving pieces without dropping details.

Required Qualifications

• Proven ability to take unclear problems and turn them into a workable plan people actually follow.
• Strong coordination and follow-through skills (prioritizing, tracking, nudging, closing loops).
• Excellent written and verbal communication.
• Comfortable working across teams (Commercial, Operations, Finance/Bookkeeping, Support).
• Strong proficiency with Google Workspace and Slack; comfortable learning new tools quickly.
• Experience delegating work to offshore teams and/or vendors with basic QA and feedback.
• Comfortable doing practical admin work when needed (especially inbox triage and follow-through).
• High discretion and good judgment.

Preferred Qualifications

• HubSpot and/or Zendesk experience (nice to have, not required).
• Experience with procurement workflows and post-close onboarding/implementation in B2B settings.
• Experience in a mission-driven nonprofit and/or high-tempo public safety environment.
• Experience working on distributed teams across time zones.

Operational Authority

This role is authorized to:

• Coordinate cross-functional work on behalf of the SVP of Business Operations.
• Drive deadlines, follow-ups, and day-to-day execution for assigned workstreams.
• Improve processes, documentation, and delegation systems within Business Operations.

Final authority for staffing changes, financial commitments, and external contractual obligations remains with the SVP of Business Operations unless explicitly delegated.

Work Environment

Remote (U.S.-based)

This is a primarily remote role in a distributed environment.

Work Hours

Standard operating hours align with Pacific Time, with flexibility required during high-impact incidents or operational needs.

Travel

Approximately 5–10% travel may be required for partner engagements, training, or operational planning. Travel expenses are reimbursed per company policy.

Benefits

Watch Duty offers a competitive benefits package for full-time employees, including:

• Unlimited PTO: Flexible time off coordinated with your manager
• Paid Sick Leave: Minimum of 40 hours annually, accruable after 90 days, capped at 80 hours
• Health Insurance: Medical, dental, and vision coverage with company contributions
• Retirement Plan: 401(k) with employee contribution options
• Additional Perks: Remote flexibility, mission-driven work, and professional development opportunities

Full details are outlined in the Watch Duty Employee Handbook.

Legal Compliance and Disclaimers

Equal Opportunity Employment

Watch Duty is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic.

At-Will Employment

Employment with Watch Duty is at-will. Either the employee or Watch Duty may terminate employment at any time, with or without cause or notice, unless otherwise stated in a written agreement signed by the employee and CEO.

FLSA Exempt Status Justification

This role qualifies as FLSA-exempt based on executive and administrative duties, independent judgment, discretion in decision-making, and impact on organizational operations.

Role Evolution Disclaimer

This job description is not intended to be exhaustive. Responsibilities may evolve based on organizational needs, operational demands, and applicable law.