Head of Business Operations

Klaviyo,the autonomous B2C CRM company, is at an inflection point. We've built something that works and customers love — now the mandate is scaling it with discipline in a market that is being disrupted by AI on a daily basis.  This is an incredible opportunity that requires strategy, change management skills and operating rigor - all things that best in class Business Operations’ teams are known for. The Head of Business Operations owns the system that makes Klaviyo execute. Not a function. Not a program. The whole operating architecture — how strategy gets set, how it cascades, how cross-functional work actually moves, how the leadership team stays aligned, and how the Board stays informed. You will call out what's broken. You will fix it. And you will do it without waiting for permission.

This role sits at the intersection of the CEO, the senior leadership team (LT), and the operational engine of the company. If you've scaled a company through hypergrowth, led the unglamorous work that makes a leadership team actually function, and built operating systems that outlast any individual — this was written for you.

What You'll Own

Business Strategy, Planning & Execution

• Lead the annual and multi-year operating planning process: align the LT on top company priorities, connect initiatives to Annual Operating Plan, and make sure every Klaviyo understands how their work ties to what matters most
• Own the company-wide OKR process end to end — set, cascade, review quarterly, communicate progress, and hold owners accountable to outcomes, not just metrics
• Define and manage company KPIs across functions; run regular performance reviews and operational audits; identify what's off-track and drive resolution before it compounds
• Drive automation of KPIs and OKR results using AI tools and internal agents to provide real-time visibility into data trends and insights
• Own the management operating system: the meetings, the cadences, the decision forums — design how they interact and make sure they're actually moving the company forward, not just filling calendars
• Obsess over operational efficiency: notice what's broken, name it clearly, and fix it — before it becomes expensive

Top Strategic Initiatives

• Lead and/or support Klaviyo's highest-priority cross-functional initiatives — providing functional owners with leverage and making sure execution moves together, not in parallel silos
• Drive alignment on key decisions, manage cross-functional working teams, track deliverables, and own outcomes — including where no one else has clear ownership
• Take on the cross-functional work that matters but doesn't have a natural home, including our evolving AI approach
• Drive consistent reporting and a unified view of the business by collaborating with GTM and R&D Analytics teams. Independently conduct root cause analyses for critical company issues.

CEO & Leadership Team Effectiveness

• Design and run the operating cadences for our Co-CEOs and the senior leadership team: weekly meetings, leadership forums, quarterly offsites, executive planning calendar
• Support preparation of Board meeting materials, agenda, and co-CEO narrative; manage the Board portal; contribute to the multi-year Board calendar
• Keep Board members informed and engaged between meetings — not just the formal book, but th