Role Description We are hiring a Head of Business Operations to bring structure, clarity, and execution to the company’s core operations. This is a hands-on leadership role for someone who has worked in fast-moving DTC environments and knows how to fix messy systems, streamline workflows, and keep operations running reliably at scale. You will focus on building operational foundations, improving execution across teams, and reducing day-to-day firefighting for the founders. Responsibilities - Oversee Shopify backend workflows (orders, refunds, payments, fraud handling) - Ensure stable operations between store, payment providers, logistics, and support - Identify inefficiencies and implement automation where possible - Manage and optimize global support teams (agents, QA, escalation flows) - Define SLAs, refund logic, and escalation processes - Reduce ticket volume by improving root causes (product, delivery, UX issues) - Coordinate with suppliers and fulfillment partners - Improve delivery timelines, stock visibility, and operational reliability - Flag risks early (delays, stockouts, cost changes) - Build and document clear SOPs across operations - Improve internal tools, reporting, and dashboards - Create clarity in ownership, workflows, and execution standards - Act as the operational bridge between support, product, and leadership - Drive accountability and follow-through across teams - Surface issues early and propose practical solutions What Success Looks Like - Day-to-day operations run without constant founder involvement - Customer support is predictable, efficient, and under control - Backend systems are structured, documented, and scalable - Operational issues are identified early and handled proactively - Teams know what to do, and things get done without chaos Qualifications - Ideally, 7–10 years of total work experience in a fast-paced, unstructured environment - DTC e-commerce operations with physical products is required; exposure to 8+ figure businesses is strongly preferred - Strong understanding of Shopify and backend workflows - Experience managing remote teams across multiple functions - Track record of improving or rebuilding messy operational systems - Highly structured thinker with strong execution focus - Excellent written and spoken English - Strong ownership mindset with bias toward action - Able to simplify complexity and drive clarity Additional Notes - This is a senior execution role, not a coordinator position - You will be expected to take ownership and improve systems, not just maintain them - Candidates must have hands-on DTC experience in fast-moving environments - Full remote flexibility - Exposure to high-caliber business operations

• Conduct structured product walkthroughs to map user journeys, identify friction points, and build a ground-level view of how our funnels perform • Own user feedback monitoring — synthesizing signals from reviews, support, and research into actionable insight • Drive bug triage and resolution in partnership with Engineering, ensuring quality issues are prioritized and closed efficiently • Lead end-to-end delivery of product initiatives — starting with well-scoped launches like landing pages and compliance-driven features, and expanding from there based on your trajectory • Partner with Design and Engineering to ship thoughtful, high-quality user experiences that balance speed, clarity, and trust • Contribute to A/B testing, funnel analysis, and experiment design — developing the experimental mindset that defines great growth PMs • Help translate ambiguous customer problems into clear hypotheses, requirements, and roadmap priorities • Coordinate with our China-based engineering team, including maintaining daily overlap during China business hours to ensure tight execution

• Own the multi-year vision and roadmap for Armada’s enterprise application ecosystem (e.g., ERP/Finance, CRM & GTM stack, HRIS, and adjacent tools for billing, procurement, support, and business operations). • Run Business Systems like a product: define outcomes, prioritize ruthlessly, and deliver measurable improvements in cycle time, data quality, and user experience. • Ensure system design supports clean, auditable processes and reduces operational overhead. • Define and govern how systems connect—APIs, iPaaS, middleware, data warehouse/lakehouse patterns, and master data management. • Partner with data/engineering teams to enable trustworthy reporting and analytics, with clear definitions for core objects (customer, product, asset, subscription, employee, etc.). • Identify opportunities to eliminate manual work with automation (workflows, orchestration, document processing, approvals, self-service). • Where appropriate, enable AI-assisted internal workflows (e.g., routing, summarization, exception handling, reconciliation support, employee self-service), while maintaining strong security and governance. • Establish the operating model: intake, prioritization, documentation standards, testing, release/change management, training, and post-launch support. • Own system controls: role-based access, audit trails, segregation of duties, and data protection practices. • Partner with security/compliance stakeholders to support audits and future readiness (e.g., SOC 2 / SOX-aligned controls as needed). • Manage vendor relationships, contract renewals, tool rationalization, and licensing strategy. • Drive cost-effective platform decisions without sacrificing scalability or security. • Build and lead a high-impact Business Systems team. • Coach and develop the team, set clear expectations, and create a culture of high ownership, strong partnership, and pragmatic execution.

Title: Business and Finance Officer III - Bus Ops Location: Seattle, WA, United States Salary: $112,715.20 - $136,260.80 Annually #LI-Hybrid Full- or Part-Time: Full Time Hours/Week: 40 hours/week FLSA: Exempt Job Description: Summary Come join one of the nation's leading transit agencies during an exciting period of growth and innovation. We are adopting new services and building a dynamic organizational structure aimed at achieving clear strategic goals. Be a part of our transformative journey! King County Metro is seeking an adept Business and Finance Officer III (BFO III). We deliver safe, secure, efficient, and reliable transportation services to millions of residents and visitors annually. Join us in our mission to keep our community moving smoothly and safely. King County Metro Transit's Bus Operations Division has an exciting opportunity for a Business & Finance Officer III (BFO III). This position will be a key member of the Strategic and Administration office, help to transform the division financial and business processes through relationship building, curiosity and problem solving. The ideal candidate will possess the ability to apply the following key leadership traits: - Motivated self-starter, with a can-do attitude in team environment - Lifelong learner with a curiosity mindset. - Effective, open-minded, communicator, and organized. - Adaptable to change, remaining positive and solutions oriented. - Resilient and open to feedback. - Meet people where they are and grow together. Our BFO III plays a vital role in ensuring our ability to accomplish this work efficiently and in alignment with the approved budget. This position will be responsible for leading and performing financial and business analysis. They will evaluate and communicate effectively with diverse teammates across the Division, and work collaboratively with leaders, administrative staff, employees, and others to provide technical and analytical expertise support for business and financial management. The position will lead special analysis projects, including cost containments, cost allocations and other management analyses of consequence to the organization. Our ideal candidates will have extensive experience conducting complex auditing, analysis, and synthesizing complex financial reporting with an equity mindset that can be easily shared and understood by internal and external partners. In addition to these technical skills, the ideal candidate will have lived experience and demonstrated the ability to design, implement, and practice applying equity and social justice principles within financial policies. Job Duties - Manage the monitoring of the biennial budget for the Division, including making data-informed recommendations and providing justification to the manager and leadership teams. - Oversee financial reporting for Division, including monitoring and reporting on budgets, managing the cost allocation process and purchasing and payment information, and balancing accounts payable/accounts receivable. Provide ad-hoc reporting and analysis with ability to identify trends and perform root-cause analysis. Lead preparation of financial reporting packages, including budget to actual variance analysis. - Monitor actual expenses and develop spending plans. Support the development of business plans and initiatives through the identification of gaps in resources to accomplish division goals. - Provide authoritative technical and analytical expertise in areas of finance and budgeting such as database modeling, project oriented financial analysis, and strategic organizational resource management. - Auditing expenditures and training of administrative employees on audit findings and corrective actions, while maintaining proper internal controls. Provide guidance on coaching and educating around finance practices within Division. - Develop recommendations for financial, operational and policy decisions. - Presenting recommendations to the manager and participating in improvement efforts while holding down the critical functions of BFO. - Provide guidance and training to leaders and staff related to budget and finance data and systems. - Conduct complex financial analyses to support operations within the Division. This may include creation, analysis, and presentation of financial and resource models and forecasts for budgeting and business functions, as well as cost-benefit analysis for special projects and programs. Perform analysis and provide recommendations related to contract proposals, and other efforts. - Actively identify issues, listen to the needs of others, help with business problem solving, and assist in developing solutions that advance the needs of the Division. - Conduct compliance audits, including equity analysis to ensure investments meet County equity guidelines and standards. Experience, Qualifications, Knowledge, Skills To be considered eligible for this role, applicants must possess these MINIMUM QUALIFICATIONS: - One of the following options of relevant work experience and/or education that provides the required knowledge, skills, and abilities to perform the duties of the position: - Option 1: Four (4) or more years of work experience in government finance or a related field; or, - Option 2: Three (3) or more years of work experience in government finance or a related field, with a 2-year degree from an accredited institution in Finance, Accounting, Public Administration, or related field of study; or, - Option 3: Two (2) or more years of work experience in finance or a related field, with a 4-year degree from an accredited institution in Finance, Accounting, Public Administration, or related field of study. - Ability to analyze data to inform decision-making as demonstrated by hands-on experience. - Ability to design reporting to meet the needs of the audience(s) and explain financial concepts to non-financial members of the division or department. - Skill in creating analyses based on transaction-level data or through the application of standard financial and/or statistical analysis to inform decision-making business intelligence reporting tools. - Familiarity with fund accounting concepts: - Government accounting prioritizes transparency, accountability, and stewardship over profit - Tracking resources and ensuring compliance with budgets through fund accounting - Standards like GASB and IPSAS guide reporting and financial management. - Experience working with and presenting to leadership at a different levels. - Knowledge of generally accepted financial, accounting, and budgeting principles and techniques, including auditing and internal controls. - Proficient in use of advanced data analytics, preferably using business intelligence applications, such as Microsoft Power BI and Excel Power Pivot. - Proficient in use of MS Office suite, i.e., Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive, Visio, and Teams. - Demonstrated ability to communicate effectively, both verbally and in writing, and to lead and facilitate meetings with varied audiences. - Ability to take initiative within the scope of the position, to develop and implement plans, and to prepare recommendations for action. - Ability to plan, organize, prioritize, and complete work in a high-pressure environment with moving deadlines and changing priorities with minimal guidance. The most competitive applicants will possess these DESIRABLE QUALIFICATIONS - Knowledge of and experience with enterprise financial systems, analytical and reporting tools, such as Oracle EBS, Peoplesoft, Oracle Business Intelligence, Hyperion/PBCS, Microsoft Power BI, or other related software and/or tools. - Demonstrated experience with business process mapping and identifying improvements. - Experience with large-scale projects, including project control principles and collaboration with project/program managers, project control staff, and finance. - Ability to thrive in a team-oriented environment that values diverse perspectives. Supplemental Information Application & Selection Process A complete King County Application and Cover letter is required. Applications and Cover Letters will be screened to determine whether candidates meet minimum qualifications, and for clarity, completeness, and responsiveness to the application instructions above. Highly competitive applicants will be asked to complete online Excel testing and then invited to Interview. Formal offers will be finalized after candidates have successfully completed any necessary pre-employment processes, such as reference checks or internal record reviews. Work Schedule: This position is anticipated to be full time, assigned 40 hours per week, typically Monday through Friday. This position is exempt from the provisions of the Fair Labor Standards Act, and is therefore not eligible for overtime pay. This position is eligible for telework/remote work. Work outside of the normal workday is required periodically. Union Membership: This position is represented by PROTEC17. Work Location: The primary location of this position is 201 S Jackson St, Seattle, WA 98104, USA Teleworking Requirement: The work associated with this position will be performed in a hybrid work environment with a minimum of 2 days in the office. Employees will have access to shared workspaces. Employees must reside in Washington state and within a reasonable distance to their worksite to respond to workplace reporting requirements. Employees will be provided with a King County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. King County has a robust collection of tools and resources to support working remotely. CLASS CODE / PAY GRADE: 2131100/ 62 For more information regarding this recruitment, please contact: Cody Buchanan, Senior Human Resource Analyst, at cobuchanan@kingcounty.gov. Forbes recently named King County as one of Washington State's best employers. Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play. Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans. KING COUNTY IS AN EQUAL EMPLOYMENT OPPORTUNITY (EEO) EMPLOYER: No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation, and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation. TO APPLY: If you are interested in pursuing this position, please submit a completed King County Application and Cover Letter describing how you meet the qualification for this position. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact your recruiter listed on this job announcement. King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs: - Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what's best for themselves and their eligible dependents - Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents - Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan - Transportation program and ORCA transit pass - 12 paid holidays each year plus two personal holidays - Generous vacation and paid sick leave - Paid parental, family and medical, and volunteer leaves - Flexible Spending Account - Wellness programs - Onsite activity centers - Employee Giving Program - Employee assistance programs - Flexible schedules and telecommuting options, depending on position - Training and career development programs For additional information about employee benefits, visit our Benefits, Payroll, and Retirement Page. This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.