Head of Recruiting Operations Consulting

Hi, I'm Casey, Head of Customer Success Management and Customer Education at Ashby. I'm thrilled to be hiring our first Head of Recruiting Operations Consulting — a role we've been building toward as RecOps Consulting has become one of the most strategic ways we help customers succeed.

This leader will own and scale our RecOps Consulting function across all customer segments and regions: Startup, High Touch, and Strategic. You'll inherit a strong early team of RecOps Consultants and define how the function evolves — from customer consulting engagements, to scalable education, to how RecOps expertise influences the broader CS organization, translating customer insights into product and educational strategy.

About This Role

RecOps Consulting lives within Ashby's Customer Education organization and operates across two motions: 1:1 customer consulting (both complimentary and paid) and Customer Education, where we scale RecOps expertise through academy content, playbooks, webinars, CSM enablement, and events. A core belief behind this function is that great consulting insights should scale beyond a single customer engagement. This role will help define how customer patterns, operational expertise, and market insights become durable assets for both customers and internal teams.

You'll champion the team's professional development and subject matter expertise. RecOps as a discipline evolves quickly, and because our consultants are embedded at Ashby rather than in-house at a recruiting organization, staying current on industry best practices, emerging strategies, and how the talent landscape is shifting is something you'll need to actively invest in — for yourself and for your team.

You'll set the direction, build the operating model, and develop the team — while partnering closely with Professional Services, Customer Education, and segment CS leaders to ensure RecOps Consulting is embedded where it creates the most value.

Day-to-day, this looks like:

• Leading, coaching, and developing a team of RecOps Consultants — setting clear expectations, investing in their growth, and maintaining a high bar for consulting quality and customer impact across all segments.

• Owning the operating model for RecOps: how engagements are scoped, staffed, and delivered; how quality is measured; and how the team balances complimentary vs. paid work across Startup, High Touch, and Strategic.

• Partnering with Professional Services to evolve and scale our paid consulting offerings — including Process Optimization, Enterprise Onboarding and Fractional RecOps SOWs — and ensuring the team is equipped to scope and deliver these engagements effectively.

• Driving cross-segment RecOps strategy: identifying where customer needs differ by segment and ensuring your team's expertise and delivery model reflects those differences.

• Partnering with Customer Education to translate 1:1 consulting insights into scalable content — Academy courses, playbooks, webinars, and guides — so the function's expertise reaches customers beyond direct engagements.

• Serving as the senior Recruiting Operations subject matter expert within Customer Success — helping define where CSM guidance ends, where consulting engagement begins, and how operational expertise is scaled responsibly.

• Representing RecOps externally — through webinars, industry events, and other 1:many formats — as a credible voice on recruiting operations strategy and best practices.

• Synthesizing patterns from customer engagements into actionable product feedback, and serving as a credible, informed partner to the Product team on recruiting operations use cases.

• Building the systems and operational infrastructure that empowers the team to scale: intake processes, engagement frameworks, capacity planning, and quality signals.

You Could Be a Great Fit If

• You have hands-on experience with Ashby’s product and are excited by the power it offers Talent Acquisition teams.

• You have deep experience in recruiting operations, analytics, and process design — and a track record of helping others develop expertise in these areas.

• You're a strong people leader — you give clear, actionable feedback, develop IC talent deliberately, and create an environment where your team does their best work.

• You think operationally. You see the gaps in how a function runs and move quickly to bring structure, clarity, and repeatability without creating bureaucracy.

• You know how to work across a complex organization — partnering with segment CS leaders, Professional Services, Product, and Customer Education without losing sight of your team's priorities.

• You're comfortable with ambiguity. This function is early in its evolution, and you'll be expected to define what "mature" looks like — not just execute toward a predefined model.

• You communicate with clarity. Whether it's aligning internal stakeholders on scope, setting expectations with customers, or representing RecOps in a cross-functional forum.

• You have strong instincts for when to standardize and when to stay flexible — and you bring your team along on that reasoning.

You Might Not Be a Great Fit If

• You prefer to operate at the strategic level and leave the details to your team — this role requires someone who stays close to the work, understands what good consulting looks like in practice, and can coach from a place of genuine expertise.

• You prefer a defined playbook to inherit rather than building one. The operating model for this function is still taking shape, and you'll need to author significant parts of it.

• You're not comfortable working across multiple customer segments with meaningfully different needs and maturity levels.

• You avoid accountability conversations — with your team, with cross-functional partners, or with customers — when competing priorities create friction.

• You find it difficult to operate in a writing-heavy culture. Clear, concise documentation and proposals are how we move work forward at Ashby.

• You want to focus exclusively on internal operations without staying close to what's actually happening in customer engagements.

• You don't enjoy representing your team's expertise publicly through webinars, events, customer sessions, or industry conversations.

Success in this role means building a RecOps Consulting function that customers view as strategically valuable, team members view as a place to grow deep expertise, and broader teams trust as a credible partner in shaping customer outcomes and operational best practices.

Interview Process

• Recruiter Screen — 30 minutes

• Hiring Manager Interview with Global Head of Customer Success — 45 minutes

• Presentation with Manager of Customer Education, Head of Professional Services, and members of the RecOps Consulting team — 60 minutes

• Final Panel:

  • Interview with VP of CS — 30 minutes

  • CEO Interview — 30 minutes

  • Leadership Interview — 30 minutes

  • Closing Questions — 15 minutes

Benefits

• Competitive salary and equity.

• Opportunity to work with a talented and passionate team.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.

• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it!

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

• If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.