Description

Swivel Group, headquartered in Australia is best known for building and implementing custom solutions for businesses to enable them to innovate, scale and compete at a global standard. We've been around since 2019, with a team growing beyond 160+ employees that help us challenge and innovate for our partners across the software, digital, and finance landscapes.

Swivel Group is also in partnership with FinTech Global Solutions (Google Partner) which has been highly successful in providing offshore operations on a global scale with clients ranging from start-up to enterprise level. Swivel Group has access to an untapped marketplace of talent in Sri Lanka with proven processes coupled with effective and stable operations to support them.

Our Brands : Swivel Tech, Swivel Finance, Swivel Talent and Swivel Foundation

About QPON: QPON is an innovative software platform built for the tourism industry, designed to enhance tourist experience while enabling merchants to operate more efficiently. Our mission is to transform how tourists and merchants interact by delivering seamless, high-impact digital solutions.

Role Purpose: We are seeking a highly driven Head of Operations to lead the launch, execution, and early-scale growth of QPON. This is a hands-on, cross-functional leadership role that combines merchant acquisition, sales leadership, operational excellence, and customer success.

The successful candidate will act as a single-threaded owner for execution, working closely with the founders across product, sales, operations, and support to ensure QPON achieves strong market adoption, operational predictability, and scalable growth.

Key Responsibilities:

Operational Excellence & Scalability

• Act as the single-threaded owner for day-to-day operations.
• Define KPIs, dashboards, and an operating cadence to ensure execution discipline.
• Own unit economics, margins, and cost management.
• Build lightweight, scalable processes across sales, onboarding, support, and partnerships.
• Prepare the organisation for scale including hiring, vendor management, and partner onboarding.
• Develop and manage budgets, forecasts, and financial plans aligned to growth goals.

Customer Success, Support & Training

• Design and optimize onboarding journeys for merchants and customers.
• Personally onboard early users to learn fast and refine processes.
• Establish support models, SLAs, FAQs, and escalation paths.
• Create and deliver merchant training programs and workshops.
• Drive transition from high-touch support to scalable self-service models.

Stakeholder & Ecosystem Management:

• Build and maintain strong relationships with merchants, partners, vendors, and customers.
• Represent QPON at industry events, conferences, and strategic meetings.
• Communicate clearly and regularly with founders and stakeholders on progress, risks, and opportunities.

Performance Management & Continuous Improvement:

• Track and analyse KPIs across sales, operations, product adoption, and customer success.
• Implement performance dashboards and reporting frameworks.
• Conduct regular performance reviews and feedback sessions.
• Foster a culture of accountability, learning, and continuous improvement.

Product & Market Alignment:

• Work closely with product, engineering, and design teams to ensure market needs are reflected in the product roadmap.
• Translate merchant and customer feedback into clear, prioritized product requirements.
• Participate in roadmap planning, MVP-to-scale decisions, and feature prioritization.
• Own product quality, usability, and differentiation from a market and merchant perspective.

Merchant Acquisition & Market Growth (Sales & Marketing):

• Define and execute merchant acquisition strategies to onboard a diverse and high-quality merchant base.
• Build and manage a structured merchant pipeline, tracking leads, conversions, and closures.
• Lead founder-style sales activities including demos, pilots, negotiations, and closures where required.
• Develop pricing, packaging, positioning, and value propositions aligned to merchant needs.
• Create sales playbooks, decks, case studies, and enablement materials.
• Drive demand through partnerships, workshops, webinars, and industry collaborations.
• Monitor revenue, pipeline value, conversion rates, and Customer Acquisition Cost (CAC) vs Lifetime Value (LTV)

Customer Acquisition & Customer Base Growth (Sales & Marketing):

• Develop and execute customer acquisition strategies, driving user growth and engagement.
• Develop and implement marketing campaigns and initiatives to attract and retain customers.
• Analyse customer data and market trends to identify opportunities for growth and improvement.
• Monitor and evaluate the effectiveness of customer acquisition efforts, adjusting as needed.
• Work with relevant Regulatory authorities to enable customer acquisition strategies.

Merchant / Customer Onboarding & Activation:

• Design, own, and continuously improve the end-to-end merchant onboarding journey, from contract signed to first successful transaction.
• Personally onboard early-stage and strategic merchants to ensure fast learning and refinement of onboarding flows.
• Define onboarding milestones, success criteria, and time-to-value benchmarks.
• Ensure merchants are fully trained on platform usage, promotions, and best practices.
• Build scalable onboarding processes, documentation, training materials, and self-service resources.
• Establish clear handoffs between sales, onboarding, support, and product teams.
• Monitor onboarding KPIs and proactively address drop-offs or friction points.

Sales Leadership & Team Enablement:

• Lead, coach, and motivate the sales team to consistently meet and exceed targets.
• Establish clear sales processes, operating cadence, and performance metrics.
• Conduct regular training sessions to uplift sales capability and product knowledge.
• Provide performance insights and reporting to founders and leadership.

Qualifications:

• Proven experience in a startup, scale-up, and product company.
• Proven experience in a managerial role, preferably within the software or tourism industry.
• Prior experience in handling or onboarding merchants would be an added advantage.
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent understanding of budgeting, forecasting, and financial management.
• Demonstrate ability to develop and execute successful sales and customer acquisition strategies.
• Strong analytical and problem-solving skills with the ability to work in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills.

Engagement

Full -time, Contract

Work model

On-Site

What We Can Offer You:

• A dynamic and supportive working environment
• Full medical benefits
• Training & Development
• Flexible and hybrid working arrangements
• Attractive remuneration

Work Culture

At QPON, we believe in fostering a culture of teamwork, excellence, and a customer-first approach. We are committed to:

QPON Values

Teamwork:

Collaborating effectively across all levels of the organization to achieve common goals.

Excellence:

Striving for the highest standards in everything we do, from product development to customer service.

Customer-First:

Prioritizing the needs and satisfaction of our customers, ensuring they have the best possible experience with our product.

Why Join QPON?

Be part of an innovative and forward-thinking company.

Opportunity to lead the launch of a groundbreaking product in the tourism industry.

Collaborative and supportive work environment.

Competitive salary and benefits package.

Our Channels

Website - https://swivelgroup.com.au/ | https://swiveltech.io

Instagram - https://www.instagram.com/swivel.group/

Facebook - https://www.facebook.com/swivelgroupau

LinkedIn - https://www.linkedin.com/company/swivelgroupau/