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Harper (YC W25) · 7 hours ago

Head of Customer Operations & Product Partnerships

San Francisco, CA

Full-time

Onsite

Director/Executive

$185K/yr - $250K/yr

Harper is a company focused on transforming the commercial insurance distribution system using AI. They are seeking a Head of Customer Operations & Product Partnerships to scale customer operations through hypergrowth, define human layers in operations, and collaborate closely with Product and Engineering to build effective systems.

Artificial Intelligence (AI)FinTechInsurance

Responsibilities

Own end-to-end customer operations — COIs, endorsements, renewals, claims coordination, billing escalations, carrier follow-ups, quality, and trust

Partner deeply with Product + Engineering — Surface problems, translate to requirements, prioritize, validate solutions in production

Drive productization of service — Customer portal, self-serve flows, internal routing/triage tooling, automation guardrails

Build scalable systems — Map workflows into AI → self-serve → human → escalation; instrument everything

Establish the defect loop — Weekly cadence with Product/Eng so recurring issues get fixed upstream

Ship quick wins — Immediately reduce repeat contacts and rework while building the long-term model

Qualification

Scaling CX/OpsPartnering with Product/EngineeringSoftware development cyclesBuilding scalable operating modelsHands-on leadershipAI/automation experienceBackground in regulated industriesStartup experience

Required

Proven experience scaling CX/Ops through hypergrowth (10x+ volume)

Track record partnering deeply with Product/Engineering on ops tooling, workflows, or self-serve

Fluency in software development cycles: prioritization tradeoffs, edge cases, testing, iteration

Experience building scalable operating models (tiers, routing, escalation paths, QA/calibration)

Hands-on leadership style—you'll work real tickets/escalations to learn the operation

Based in San Francisco or willing to relocate immediately

Preferred

Background in regulated, high-stakes industries (insurance, fintech, healthcare)

Ex-founder who owned ops end-to-end

Experience with AI/automation in customer operations

Prior startup or high-growth company experience

Benefits

Health, dental, and vision insurance

Commuter benefits

Team meals and snacks

Company

Harper (YC W25)

Harper is a commercial E&S insurance brokerage.

Founded in 2024

San Francisco, California, USA

11-50 employees

https://www.harperinsure.com/

Funding

Current Stage

Early Stage

Total Funding

$0.5M

Key Investors

Y Combinator

2025-03-12Pre Seed· $0.5M

Company data provided by crunchbase