About heru & Our Culture
Heru is a fast-growing tax automation startup in Mexico, focused on simplifying complex tax processes for its users. We believe the path to fiscal freedom starts with simplicity.
When you join heru, you're signing up for a culture built on clear, high-impact principles:
● The only rule: The customer is first. Period. Where customer-centricity is our north star for all decisions.
● Make something people want. We focus relentlessly on product value that solves real user pain.
● Curiosity never killed the cat ... it made him wiser. We champion a learning and growth mindset; experiment fearlessly.
● People. Product. Profit. ... In that order. At heru, every person, regardless of their role, lives the culture by prioritizing people with empathy, respect, and recognition.
● Clarity. Grit. Action. We value the ability to communicate with clarity, act with determination and resilience, and translate ideas into rapid and effective action.
As our Operations Manager, you will be the core builder of the systems and processes that ensure the entire company can execute and fulfill customer expectations every day.
Your mission
As the Operations Manager, you are the strategic and executive leader of our Tax Operations and Customer Experiences. Your mission is to scale our internal capacity to consistently deliver impeccable, close, and efficient customer experiences across all service interactions. Your Key Results Areas will center on:
● Optimizing service delivery speed and quality.
● Driving customer satisfaction (CSAT/NPS) for all service touchpoints.
● Standardizing and documenting all critical internal workflows eliminating friction and ensuring compliance.
● Boosting long-term user retention through service excellence
Key Responsibilities & Execution
● Own the end-to-end execution of our tax services, ensuring all service level agreements (SLAs) and quality standards are consistently met to maximize customer satisfaction and retention.
● Map the customer service journey, identifying and removing friction points to ensure every touchpoint is efficient, close, and professional.
● Lead, train, and mentor the operations team to embody a culture of efficiency, meticulousness, and customer empathy.
● Design, document, and standardize all critical internal workflows across tax operations, compliance, and customer experience.
● Identify, implement, and manage the essential operational tools and systems needed to support rapid scale with minimal manual effort.
● Define and monitor key operational metrics related to service quality, efficiency, customer satisfaction, and team productivity.
● Establish a feedback loop (using data and qualitative customer insights) for ongoing refinement of processes and service delivery models.
Essential Qualifications & Experience
● Operational Leadership (4+ Years): Minimum four years of proven experience in high-impact operational roles within a fast-paced startup or high-growth technology environment
● Service Delivery Expertise: Direct, demonstrable experience leading teams focused on high-quality service delivery, customer experience, and maximizing retention.
● Data-Driven Execution: Deep commitment to a data-driven mindset, where all decisions are based on data.
● Execution Focus: Exceptional ability to prioritize, manage simultaneous projects, and drive initiatives from concept to measured impact.
● SQL Mastery: Ability to write complex queries for analysis and segmentation.
Why heru?
At heru, you will never stop growing. We combine a flexible hybrid work model with an unlimited source of knowledge—ensuring you have the resources to always level up and refine your craft. We trust our team with unlimited holidays, guaranteeing you can recharge and tackle complex challenges with full energy. We offer you stock options, making you a true co-owner of our mission and directly linking your operational excellence to heru's financial success.
Compensation: Gross salary between $25,000 - $65,000 MXN based on experience.