Launch Operations Lead

Arketa is hiring a Launch Operations Lead to support the quality, reliability, and coordination of customer launches.In this role, you’ll partner closely with Onboarding, Migrations, Support, and Engineering to ensure launches stay on track and issues are addressed quickly and clearly when additional intervention is needed. You’ll bring structure and judgment to complex launch moments, helping teams move efficiently while maintaining a high bar for customer experience.You’ll report directly to the Migrations Team Manager to review daily, weekly and quarterly tasks to regulate a steady pipeline flow.This role is ideal for someone who enjoys operational problem-solving, cross-functional collaboration, and being a steady presence during high-impact moments.What You’ll DoSupport Launch Quality & ReliabilityMonitor launches and identify moments that require additional coordination or interventionStep in when launch timelines, data, payments, or app readiness create riskHelp ensure studios go live with confidence and clarityResolve Launch-Related IssuesInvestigate 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 issuesResolve issues hands-on when possible using existing tools and workflowsCoordinate with Engineering on more complex fixes, providing clear context and prioritizationPartner Across TeamsWork closely with Onboarding to support migrations and early-stage customer setupAct as a point of escalation when launches stall or become high-riskCommunicate clearly with internal teams and customers during sensitive momentsImprove Operational RigorMaintain and improve launch workflows, documentation, and escalation pathsTrack trends across launch issues and resolution timelinesSurface insights that inform better training, tooling, or process improvementsContribute as a Utility PlayerSupport adjacent operational workflows when bandwidth allows (e.g., app review follow-ups, launch readiness checks)Perform smaller migrations for our ‘Pro’ (single user) accountsHelp unblock launches and reduce operational bottlenecksBring clarity to fast-moving, ambiguous operational workWhat We’re Looking For3–5+ years of experience in onboarding, implementations, customer operations, or technical support at a SaaS companyExperience supporting complex customer setups or data migrationsComfortable operating in customer-facing, time-sensitive situationsStrong analytical and problem-solving skillsAble to work closely with engineers without being an engineerClear, confident communicator across technical and non-technical audiencesOrganized, detail-oriented, and calm under pressureStrong ownership mindset and follow-throughNice to HaveExperience with ticketing or issue-tracking tools (Linear, Jira, etc.)Familiarity with payments, subscriptions, or scheduling platformsBackground in high-volume SaaS onboarding or implementationsExperience at a Series A/B startupComfort operating across teams without formal authorityWhy This Role MattersLaunch quality has a direct impact on early retention and customer trustThis role reduces pressure on Onboarding, Support, and EngineeringYou’ll help scale launches without sacrificing reliability or experienceYou’ll have visible impact on customer outcomes and operational performanceWhat We OfferCompetitive salary and meaningful equityComprehensive medical, dental, and vision coverageUnlimited PTO and flexible work environmentAnnual company offsitesWellness reimbursementCatered lunches and snacks in our NYC workspaceHigh ownership, autonomy, and visibilityArketa is an equal opportunity employer and is committed to building a diverse, inclusive, and equitable workplace.Please mention the word **TALENT** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.