Business Operations Lead

Who We Are

Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.

Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.

We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.

About the role

We’re launching a new business line in response to exceptional market demand. As our Business Operations Lead, you’ll act like a GM and own the strategy, operations, reporting, and ultimately the P&L for this function. You’ll partner with the Exec Team, Sales, Deployment, Engineering and Operations to establish our playbooks and then rapidly execute on them to turn this into a strong 8-figure business in the first year.

• An owner, not (just) an analyst. You establish the plan, work the plan, and live with the result. You’d rather be accountable for a number than merely right about one.
• Allergic to dashboards nobody acts on. Any report that doesn’t change a decision is a distraction. You ruthlessly prioritize to ensure everyone is focused on the few metrics that matter.
• A doer, not a delegator. Equally comfortable writing the SQL, restructuring a deal on a Friday night, or sitting down with the deployment teams to figure out how we can expedite time-to-value.
• Commercially sharp. You think in terms of customer satisfaction, margin, utilization, and attach rate, and know how to build a strategy around it.
• Relationship-oriented. You know your effectiveness depends on your ability to influence Sales, technical teams, and leadership.
• High ownership, high slope. You see the gap, you propose the solution, you execute.

What You’ll Do

• Own the P&L for your line: you build the operating plan and ultimately own the results, including revenue, margin, and profitability
• Set and defend pricing and packaging. Build the model, pressure-test it in live deals, and change it the moment the market tells you it’s wrong.
• Partner with Deployment on unit economics: how do we ensure this business is built to scale while delivering best-in-class customer experience?
• Partner with Sales on deal strategy. Sit in on the calls, structure the contracts, and figure out how to win the business.
• Build the forecast and the operating cadence (weekly pipeline, monthly business review, quarterly plan)
• Scale from the 10k foot view down to the minutiae: where should we open an office? How will we recruit and maintain talent? What do we look for in a candidate?

What You’ll Need

• 5-8+ years across business operations, strategic finance, corporate strategy, consulting, or an operating role at a high-growth software company.
• Direct experience owning or materially shaping a P&L, a gross margin line, or a pricing model.
• Strong quantitative and modeling skills.
• Working fluency with the systems that run a GTM org: Salesforce, a BI tool, and billing or usage data you can reconcile without help.
• Real command of software and AI unit economics: COGS, gross margin, payback, net revenue retention, and what changes each one.
• A track-record of partnering closely with functional leaders to drive execution
• Comfortable moving fast, being wrong in public, and correcting quickly.

Nice to Have

• Investment banking, management consulting, or private equity / vc experience
• Early-stage experience where you built the reporting and forecasting stack rather than inheriting one.

What We Offer

• Impact: Be a key player in shaping the success of our product and company.
• Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.
• Culture: Join a culture that values innovation, ownership, accountability, and fun.