Remote Launch Operations Lead - SaaS Focus

About the Role

We are seeking a Remote Launch Operations Lead to join our dynamic team at Arketa. In this role, you will play a crucial part in ensuring the quality, reliability, and coordination of customer launches. You will work closely with various teams, including Onboarding, Migrations, Support, and Engineering, to ensure that launches proceed smoothly and that any issues are addressed promptly. This position is ideal for someone who enjoys operational problem-solving and cross-functional collaboration while maintaining a high standard for customer experience.

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.
• Resolve Launch-Related Issues: Investigate launch-related issues to determine root causes, schedule time-sensitive calls with partners, and provide real-time support on migration-related issues.
• Partner Across Teams: Work closely with Onboarding to support migrations and early-stage customer setup, acting as a point of escalation when launches stall.
• Improve Operational Rigor: Maintain and improve launch workflows, documentation, and escalation paths while tracking trends across launch issues and resolution timelines.
• Contribute as a Utility Player: Support adjacent operational workflows when bandwidth allows, perform smaller migrations for single-user accounts, and help unblock launches.

Requirements

• 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.
• Strong analytical and problem-solving skills.
• Clear, confident communicator across technical and non-technical audiences.
• Organized, detail-oriented, and calm under pressure.

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.

What We Offer

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