Launch Operations Lead
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Job Description
Launch Operations Lead at Arketa supporting customer launches and collaborating across teams. Ensuring operational quality and resolving issues quickly during crucial launch moments.
Responsibilities:
- 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
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
- 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
Benefits:
- 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
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