VP, Operations

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VP, Operations based in the United States.** The VP, Operations will lead and transform post-sale operations for a growing technology business, ensuring seamless execution across customer onboarding, technical account management, and service delivery. As a member of the executive leadership team, you will oversee a global organization of more than 25 professionals across the United States and India. This high-impact role combines strategic leadership with hands-on problem-solving to improve operational efficiency, customer satisfaction, and long-term retention. You will work closely with executive leadership and cross-functional teams to turn customer insights into scalable processes, product improvements, and measurable business outcomes. Leveraging AI-driven analytics and workflow automation, you will identify operational risks, streamline service delivery, and accelerate customer value realization. This opportunity is ideal for an experienced, decisive leader who thrives in fast-paced SaaS environments and is passionate about building accountable, high-performing teams. ### Accountabilities - Define Operational Strategy: Establish and execute the strategic direction for post-sale operations, aligning service delivery, customer experience, and business performance with organizational goals. - Lead Global Teams: Manage, mentor, and scale a team of more than 25 professionals across the United States and India, fostering accountability, collaboration, operational excellence, and continuous improvement. - Optimize Operational Processes: Improve workflows across customer onboarding, menu management, and technical account management to increase efficiency, speed, consistency, and service quality. - Own Customer Satisfaction and Performance: Establish and monitor key operational metrics, including customer satisfaction (CSAT), service delivery standards, service-level agreements (SLAs), and onboarding timelines. - Manage Executive Customer Relationships: Serve as an executive sponsor and escalation point for key enterprise accounts, resolving complex issues, restoring customer confidence, and maintaining strong long-term relationships. - Accelerate Customer Onboarding and Retention: Improve time-to-value for new customers, strengthen service continuity, and implement strategies that reduce churn and support customer growth. - Leverage AI and Automation: Use AI-driven analytics to identify customer friction and churn risks, improve resolution times, and develop automated agents and workflows that increase operational efficiency. - Oversee Technical Account Management: Ensure customer workflows remain aligned with product capabilities and coordinate technical issue resolution with relevant teams. - Partner with Product and Engineering: Translate customer feedback and recurring operational challenges into scalable product enhancements, technical solutions, and improved platform performance. - Support Executive Priorities: Act as a strategic partner to the CEO, taking ownership of cross-functional initiatives and high-priority operational projects to improve execution and organizational focus. - Resolve Systemic Operational Issues: Combine strategic planning with hands-on investigation to identify root causes, address execution gaps, and implement sustainable solutions. - Oversee Enterprise Onboarding: Direct the onboarding of high-profile enterprise customers, ensuring high-touch service delivery and rapid realization of business value. - Drive Cross-Functional Alignment: Collaborate with Sales, Product, Engineering, and Support to resolve operational bottlenecks and improve processes that extend beyond post-sale functions. - Standardize Operational Playbooks: Develop, implement, and enforce scalable procedures and operational standards across global teams to strengthen consistency and process compliance. - Develop Team Performance: Coach frontline employees and managers through structured feedback and follow-ups, promoting professional development, clear expectations, and accountability. - Strengthen Customer Feedback Loops: Establish effective communication channels between post-sale operations and product development to accelerate defect resolution, improve the platform, and identify account expansion opportunities for go-to-market teams. ### Requirements: - Education: Bachelor's degree in Business, Computer Science, or a related field. - Operational Leadership Experience: 10+ years of progressive operations leadership experience in technology or SaaS environments, ideally within restaurant technology, food technology, or e-commerce delivery platforms. - Global Team Management: Demonstrated success leading cross-functional, geographically distributed teams, particularly organizations operating across the United States and India. - Technical Acumen: Strong ability to work with Engineering, Product, and Technical Account Management teams to resolve technical issues and establish effective product feedback processes. - Executive Customer Management: Experience communicating directly with executive-level customers, managing escalations and crises, and improving service performance. - Metrics-Driven Leadership: Proven ability to use operational metrics such as CSAT, SLAs, and onboarding timelines to measure performance, hold teams accountable, and drive business improvements. - High-Growth SaaS Experience: Experience leading operations in a growing, mid-sized SaaS company, such as a scaling startup or scale-up. - Business Judgment and Emotional Maturity: Strong business acumen and sound judgment, with the confidence to challenge existing practices, offer independent perspectives, and make data-driven decisions. - Entrepreneurial Mindset: A proactive, vision-driven approach with the ability to lead transformational change, encourage innovation, and adapt to a fast-paced environment. - Project Management Skills: Strong organizational and project management capabilities, including the ability to prioritize competing demands and manage multiple initiatives simultaneously. - Root-Cause Problem-Solving: Demonstrated ability to identify underlying systemic issues in complex organizations and develop sustainable, scalable solutions. - Hands-On Leadership Style: Willingness to move between executive-level strategy and detailed operational problem-solving while maintaining high standards of execution. ### Benefits: - Healthcare Coverage: Medical, dental, and vision insurance. - Retirement Savings: 401(k) retirement plan. - Life Insurance: Basic life insurance, voluntary life insurance, and accidental death and dismemberment (AD&D) coverage. - Flexible Paid Time Off: Paid time off designed to provide flexibility. - Family Leave: Maternity and paternity leave benefits. - Disability Coverage: Short-term and long-term disability insurance. - Remote Work: Work-from-home flexibility. - Executive Leadership Impact: Opportunity to shape operational strategy, lead a global team, and influence customer experience and business performance.