Director, Operations - AI

Sadie Technology Ltd. – Valsoft Subsidiary

Founded in 2024, Sadie is Valsoft’s AI business, built from the ground up and positioned for rapid growth. Sadie meets high-demand restaurant needs with the skill and empathy of an experienced staff member. Sadie handles bookings, answers customer questions, reduces no-shows, and more—without the need for additional hires. Sadie is an AI-powered agent handling restaurants’ calls. She answers each call like a real person, booking reservations and answering menu inquiries at a low cost, letting businesses focus on other tasks.

Valsoft

Established in Canada in 2015, Valsoft acquires and develops vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries or niche. A key tenet of Valsoft’s philosophy is to invest in well-established businesses and foster an entrepreneurial environment that molds companies into leaders in their respective industries. Valsoft looks to buy, hold and create value through long-term partnerships with existing management. Valsoft has grown to 100+ companies with 3,000+ employees in 20+ countries.

Culture

Valsoft is more than just a place to work; we’re a team. We mean it when we say people are our greatest assets, so investing in them is our number one priority. We create an environment where our employees feel that first-day-on-the-job excitement, day after day, creating a culture of high performers and teamwork. We celebrate our milestones, and we’re proud of them. Dream big.

Valsoft Investors

Viking Global Investors

Viking Global Investors LP (“Viking”) is a global investment firm founded in 1999. They employ a fundamentals-driven investment approach to managing over $46 billion of capital across public equity, private equity, and credit and structured capital strategies. Across their funds, their primary goal is to provide investors with best-in-class performance. They believe operational excellence is essential to their management of the capital with which they have been entrusted. Viking have more than 275 employees, including more than 45 investment professionals, across five offices: Stamford, New York, Hong Kong, London and San Francisco.

Coatue

Building on their heritage of public markets investing, Coatue's lifecycle investment platform has expanded across venture, growth, thematic, and structured capital strategies over the last decade. Their singular obsession with technology drives how they work as a firm. As investors, they seek out the greatest innovators with the biggest ideas. They are a founder-led firm dedicated to helping fellow founders build. At every stage, they champion the insights, connections, and experience that create world-shaping companies.

Position Description

We are seeking a dynamic, entrepreneurial leader to take the helm of Sadie’s operations, supporting its rapid expansion and ensuring its long-term success. The Director, Operations – AI will be instrumental in establishing and scaling operations, supporting customer growth, enhancing the customer experience, and optimizing operational processes to meet business goals. You will collaborate closely with the Director, Product – AI to align product and operational strategies while managing key commercial and operational functions. This individual will also play a critical role in creating a high-performance, customer-centric environment.

Key Responsibilities

• Operational Leadership: Build and lead Sadie’s operations, including onboarding, customer support, and operational workflows, ensuring scalability and operational efficiency.
• Customer Experience: Develop strong relationships with key customers to understand their needs and ensure high levels of satisfaction.
• Technology Implementation: Select and implement a CRM tool for managing customer support, ticketing, and operations.
• Cross-Functional Collaboration: Work closely with the Director of Product – AI to ensure customer feedback informs product development and roadmaps.
• P&L Management: Oversee the P&L for Sadie, driving profitable growth and maintaining operational efficiency.
• Strategic Growth: Support the strategic vision for Sadie by expanding the customer base into new segments and ensuring product-market alignment.
• Team Leadership: Hire, lead, and mentor a high-performing team, promoting a culture of innovation and operational excellence.

Candidate Profile

Experience

• 7+ years’ experience across operations, including onboarding and customer support, preferably in a B2B context within an AI, technology, payments or SaaS business.
• Bachelor’s degree in business or a related field.
• Strong track record of building and scaling operations and improving operational efficiency.
• Commercial acumen and customer-focused with a deep understanding of how to build relationships with key customers, customer needs and service delivery.
• Proven financial acumen (P&L management, budgeting, forecasting) and ability to develop operational strategies, and execute growth plans.
• Leadership experience, with a track record of building and leading high-performing teams.

Personal Characteristics

• Entrepreneurial mindset with the ability to thrive in a fast-paced, dynamic environment.
• Driven to build and grow a new business.
• High degree of accountability and ownership of your work. 
• Excellent communication and interpersonal skills, with the ability to engage effectively with both technical teams and business stakeholders.

#ValsoftHQ

For further information about Valsoft, you can visit our website at https://www.valsoftcorp.com/.