About Arbolus

Arbolus is the next-generation customer diligence platform, redefining how private equity investors and consultants access real, actionable, and differentiated customer insight on SaaS and technology companies.

At the core of our platform is the world’s largest database of attributable B2B customer reviews, giving investment and origination teams direct access to unique customer sentiment and a true strategic advantage to run faster, more confident diligence on the world’s leading software assets.

Since 2018, we’ve redefined the traditional expert network model with a tech-driven approach that delivers high-impact insight at the speed of modern dealmaking. Arbolus stands out through its unique database of customer reviews accessible via the Arbolus Customer Review Library, Canopy, our market-first automated Q&A tool, and our unmatched standard of client service, because great technology should always be backed by great people.

Headquartered in London, Arbolus is a venture-backed scale-up with 170+ employees across four global hubs, including Barcelona, New York, and Gurgaon. Following a $20M Series B, we are rapidly expanding our U.S. presence as we execute our mission: to digitize human knowledge and make it instantly accessible and actionable.

About the role

We have built a strong 25-person foundation in Costa Rica. Now we need an exceptional, hands-on Operations Manager to drive the execution of our next stage of growth—scaling the day-to-day operation to 100+ people, establishing high-performance delivery standards, and ensuring our team operates with flawless precision.

This is a role for a proven operator. Working directly alongside the Head of Professional Services & Operations, you will manage the heartbeat of the Costa Rica hub. You will be responsible for translating high-level strategy into daily operational excellence, running the delivery engine for our US market, and fostering a culture of accountability, intellectual rigour, and professional growth across the analysts and team leads.

You don’t need to have worked in the expert network industry. You do need to have a deep understanding of the elite operating and delivery standards of top-tier strategy consulting firms, Big Four advisory divisions, or senior capability hubs serving institutional financial markets. We are looking for a manager who knows what "consulting-grade" execution looks like and has the management capability to embed those standards into a rapidly growing team.

Key responsibilities you will be in charge of

Run, Optimize, and Scale Daily Operations

• Manage day-to-day delivery: Oversee the operational engine of the Costa Rica hub, ensuring the team meets and exceeds targets for quality, speed, and volume across all US client segments.

• Lead and develop Team Leads: Directly manage, mentor, and upskill middle management and team leads, ensuring they have the tools and leadership capability to guide their squads as headcount grows.

• Optimize capacity and resource planning: Monitor workloads, project pipelines, and capacity to ensure optimal staffing, preventing bottlenecks before they impact delivery or team burnout.

• Onboarding and talent growth: Drive the execution of training, continuous onboarding, and clear career path progression to maintain delivery quality during aggressive headcount scaling.

Drive Delivery Excellence for the US Market

• Anchor consulting-grade quality: Ensure the consulting segment (which represents roughly 70% of our business) operates with absolute rigour, while maintaining top-tier delivery standards for funds and corporates.

• KPI and SLA management: Instrument the daily operation with clear metrics. Track, analyze, and report on KPIs and SLAs, identifying underperformance and implementing immediate corrective actions.

• Cross-border collaboration: Partner closely with US-based commercial teams to align on client briefs, manage expectations, and ensure seamless communication across time zones.

• Senior escalation point: Step into complex or high-stakes client projects to provide operational guidance, senior judgment, and quality control.

Continuous Process Improvement and Tooling

• Execute workflow playbooks: Implement, audit, and refine operational playbooks and workflows to ensure they remain robust as the team quadruples in size.

• Drive productivity through technology: Identify manual bottlenecks and partner with Product and Technology teams to implement automation, AI tooling, and platform improvements that improve unit economics.

• Culture champion: Build a high-performance, high-accountability environment where analysts feel challenged, supported, and aligned with Arbolus's global mission.

Requirements to succeed in this role

Essential

• "5–8+ years of professional experience, with a strong background within a top-tier strategy consulting firm, a premium professional services or global advisory firm, or running delivery teams at a premium financial research or KPO center.

• Proven management experience, having directly managed teams of 15+ professionals (including Team Leads) through periods of rapid growth or structural change.

• Strong operational instincts: Hands-on experience in process optimization, KPI management, dashboard tracking, and capacity planning.

• Client-centric mindset: Experience delivering high-end, time-sensitive analytical or research work for demanding stakeholders or clients in the US market.

• Excellent written and spoken English; professional Spanish fluency is strongly preferred.

• Must possess valid local work authorization or the ability to obtain it

Highly Valued

• Deep experience within Costa Rica's nearshore knowledge and research ecosystem, with a background in premium global service hubs, advanced consulting client capabilities centers, or specialized financial intelligence operations.

• Direct exposure to investment fund or corporate research workflows.

• Experience integrating AI and automation tools into daily workflows to drive team efficiency.

• A strong network of local operational talent and analysts to support hiring efforts.

Not Required

Prior experience in the expert network industry. We will teach you the business—what we cannot teach is operational discipline, people management, and consulting-grade delivery standards.

What we offer

• Competitive compensation, performance bonuses, and career development support.

• The opportunity to scale one of Arbolus's most strategic global hubs through its defining growth phase

• High visibility and a senior management seat, working directly with the Head of Operations and having a clear path toward broader regional leadership.

• A high-growth, international environment with a culture focused on meritocracy and operational excellence.

• Private health insurance.

• Regular social activities are managed by our local Social Committees.

• Office lunch voucher twice per week.

• 70% discount on your parking expenses.

• Access to Linkedin Learning Platform.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Arbolus is committed to providing reasonable adjustments for qualified individuals with disabilities, in our job application and/or interview process. If, due to a disability, you need assistance or adjustment in completing your application please email us at talent@arbolus.com. Please put "Reasonable Adjustment" in the subject line and provide a brief description of the type of assistance you need. Please note that this inbox is not monitored for application status update requests.

We are unable to sponsor or take over sponsorship of an employment Visa at this time. All job applicants must be authorised to work for any employer in the country where the position is indicated to be based.