Head of Operations at NFTGo

Job Description

Key Responsibilities

• Lead the development and execution of operational growth strategies tailored to the Web3 industry, ensuring alignment with business objectives and market trends.
• Establish and manage an operational growth team, providing guidance on team structure, role definitions, and performance metrics.
• Conduct in-depth user research and behavior analysis to identify opportunities for product improvement and user engagement.
• Monitor evolving user trends in the Web3 space, translating insights into actionable growth initiatives.
• Oversee internal training programs to enhance team expertise, ensuring knowledge transfer and continuous learning within the organization.
• Collaborate closely with the marketing team to align product features with promotional campaigns and optimize content delivery.
• Develop and refine product-related documentation, including user guides, case studies, and marketing materials.
• Design and implement content strategies that resonate with target audiences and drive brand awareness.
• Build and maintain a dedicated customer support team, focusing on improving service quality and customer satisfaction.
• Enhance training workflows for customer success and support teams to ensure consistent service delivery and operational efficiency.
• Develop metrics and strategies to increase customer conversion rates, reduce churn, and improve repurchase rates.
• Cultivate product communities through engaging content, interactive events, and community management initiatives.
• Implement tactics to maintain user stickiness and activity within communities, fostering long-term engagement and brand loyalty.
• Collaborate with cross-functional teams to ensure seamless integration of growth initiatives across all business operations.
• Track and report on the effectiveness of growth strategies, providing data-driven recommendations for continuous improvement.

Job Requirements

• Proven experience in product growth strategies within the Web3 or tech industry, with a track record of successful business expansion.
• Strong analytical skills to interpret user data and market trends, translating insights into actionable growth plans.
• Excellent communication and collaboration abilities to work effectively with marketing, product, and support teams.
• Ability to develop and deliver high-quality product documentation, including technical guides and marketing content.
• Experience in building and managing customer support teams, with a focus on training and workflow optimization.
• Knowledge of community management best practices, including content creation, event planning, and user engagement tactics.
• Proficiency in data analysis tools (e.g., Google Analytics, Mixpanel) to measure growth metrics and user behavior.
• Strong leadership skills to guide team development, mentor junior members, and drive operational excellence.
• Ability to create and execute content strategies that align with brand goals and user engagement objectives.
• Excellent problem-solving skills to address challenges in product growth, customer retention, and community management.
• Knowledge of Web3 technologies and industry dynamics to ensure strategic relevance and innovation.
• Experience with customer success methodologies to improve retention and lifetime value metrics.
• Ability to develop and maintain relationships with key stakeholders to ensure alignment and support for growth initiatives.
• Strong organizational skills to manage multiple projects simultaneously and meet deadlines.
• Excellent English communication skills, with the ability to present findings and strategies to cross-functional teams and executives.