Career Opportunities

Director of Strategy and Operations



Stamford, CT, USA
Posted on Friday, October 6, 2023

About Shelf

We are a venture-backed, knowledge automation tech company with a cutting edge, AI driven, SaaS platform to automate the right answers for the people that need them most.

Our platform plugs into a company’s content systems, learns from the data, and then helps employees respond to queries without hunting for information. Without Shelf, the average worker currently spends 19% of their time tracking down answers, and COVID-19 made it worse.

Our goal is to turn every customer service representative into a super-agent by helping them find answers to questions instantly. We provide immediate Day 1 ROI for some of the world’s top brands and enterprises right now.

Our mission is to empower humanity with better answers everywhere and our vision goes far beyond solutions for contact centers.

Director of Strategy and Operations

As Director of Strategy and Operations, you will play a pivotal role in shaping and executing our strategic initiatives, optimizing our operational processes, and contributing to the overall success of the company. You will collaborate with cross-functional teams, analyze data, and provide strategic insights to make informed decisions. This role offers an excellent opportunity for a results-driven professional with a passion for problem-solving and business improvement.

We are interested in intellectually curious, motivated people who have a growth mindset and get energized each day to seize a massive opportunity. If this sounds like you, come and join us!

What We’re Looking For

  1. Strategic Partnership: Collaborate closely with the CEO to develop, refine and execute the company’s strategic plan with a goal of improving overall business performance.
  2. Change Management: Assist the CEO and the Executive team, to equip and transform the operational engine of the company for long term competitiveness.
  3. Communication and Coordination: Facilitate effective communication and coordination between the CEO and the leadership team, employees, board members, and external stakeholders; including the preparation of presentations, speeches, and other communications materials.
  4. Company Operations: Analyze internal processes and workflows to enhance efficiency and effectiveness by identifying and implementing best practices to streamline business operations.

What You Bring

  • Consulting Experience: You have 4+ years at a consulting firm working with senior leaders on strategic planning and execution.
  • Startup Experience: You have 2+ years working for or with tech startups working on operational and strategic initiatives
  • Proven Track Record: At least 5-7 years in a leadership position, preferably in a high-growth SaaS company. Experience working closely with C-level executives required.
  • Strategic Thinking: Demonstrated ability to analyze complex situations, anticipate challenges, and propose innovative solutions. You have a penchant for looking around corners, and love to solve problems.
  • Strong Communication & Influence: Excellent verbal and written communication skills are crucial for effectively representing the CEO and the company to a variety of internal and external stakeholders. You also have proven success in building consensus and influence in a fast-paced, dynamic environment.
  • Leadership & Project Management: You have experience leading cross-functional teams, managing multiple projects simultaneously, and delivering results in a timely manner.
  • Financial/Business Acumen: You have a deep understanding of business principles, financial analysis, and operations. You can develop and manage budgets, evaluate financial performance, and make data-driven decisions to drive growth and profitability.

Join us, and play a pivotal role in accelerating the growth of Shelf, empowering organizations to unlock the full potential of their knowledge assets.

Role & Responsibilities

Strategy and Operations role is responsible for bridging the gap between high-level strategic planning and day-to-day operational execution. Individuals in this role play a critical part in ensuring that an organization's strategies are effectively implemented and that the organization operates efficiently to achieve its goals. This includes the following;

  • Strategic Planning:
    • Developing and refining the organization's strategic goals and objectives.
    • Conducting market research and competitive analysis to inform strategic decisions.
    • Creating long-term strategic plans and roadmaps.
  • Operational Efficiency:
    • Identifying opportunities to streamline processes and improve operational efficiency.
    • Implementing best practices and process improvements.
    • Monitoring key performance indicators (KPIs) to assess operational performance.
  • Project Management:
    • Overseeing and managing strategic projects and initiatives.
    • Setting project goals, timelines, and budgets.
    • Coordinating cross-functional teams to ensure project success.
  • Data Analysis and Reporting:
    • Gathering and analyzing data to make informed strategic and operational decisions.
    • Creating reports and dashboards to communicate performance metrics and insights to leadership.
  • Financial Management:
    • Budgeting and financial forecasting to support strategic planning.
    • Tracking and managing budgets for various departments and projects.
    • Identifying cost-saving opportunities and revenue growth strategies.
  • Change Management:
    • Leading and facilitating organizational change initiatives.
    • Ensuring that changes align with the overall strategy and are effectively communicated to employees.
  • Risk Management:
    • Identifying and assessing operational and strategic risks.
    • Developing risk mitigation strategies.
    • Ensuring compliance with relevant regulations and industry standards.
  • Stakeholder Communication:
    • Building and maintaining relationships with key stakeholders, both internal and external.
    • Communicating strategy, progress, and results to stakeholders, including board members and investors.
  • Talent Development:
    • Recruiting, training, and developing team members.
    • Building a high-performing team capable of executing strategic and operational initiatives.
  • Technology and Tools:
    • Evaluating and implementing tools and technologies to enhance operational efficiency and support strategic objectives.
    • Staying updated on emerging technologies relevant to the industry.
  • Performance Measurement and Evaluation:
    • Establishing performance metrics and key performance indicators (KPIs) to assess the success of strategic and operational initiatives.
    • Conducting regular reviews and evaluations to ensure goals are being met.
  • Continuous Improvement:
    • Promoting a culture of continuous improvement within the organization.
    • Encouraging feedback from employees and stakeholders to identify areas for enhancement.


  • Bachelor's degree
  • MBA a plus
  • Military service a plus
  • 8 - 10 years of work experience
  • 4+ years of consulting experience
  • 2+ years of director level experience

What We Offer

  • Competitive starting salary, with additional bonus opportunities (based on team and individual investment performance)
  • Generous equity grant in the form of company stock options
  • Comprehensive health and wellness packages


Stamford, CT (Hybrid)

Note: This role requires a minimum of 3 days per week onsite in Stamford, CT

Why Shelf

  • According to MarketWatch in November 2022, the global knowledge management market size was valued at US$405 Billion in 2021 and is expected to expand at a CAGR of 18.12% during the forecast period, reaching US$1.1 Trillion by 2027
  • Our Leadership Team has deep knowledge management and AI domain expertise and enterprise SaaS background to execute this plan
  • We have raised over $60 million in funding and our investors include Tiger Global, Insight Partners, Connecticut Innovations, and others
  • Our platform has been consistently rated #1 for overall usability by Gartner Digital Markets, and has received Easiest to Use, Easiest to Admin, and Highest Adoption awards from G2., and product of the year and innovation awards from leading publications, such as CIO Review.
  • We have high velocity growth powered by the most innovative product in our category, 3X growth for 3 years in a row
  • We now have over 100 employees in multiple U.S. states and European countries, and we have ambitious hiring goals over the next few months