VP, Operations
Role Overview The VP, Operations will serve on the Executive Leadership Team, leading and transforming the organization's post-sale operations while aligning customer expectations, technical performance, and product execution. This role oversees an established global team of approximately 25 or more professionals across onboarding, menu management, and technical account management located in the United States and India. Operating as a strategic operational partner to the Chief Executive Officer, the role balances high-level strategic planning with hands-on execution to build scalable processes, drive cross-departmental alignment, and manage enterprise client engagements. This is a full-time, remote position based in the United States.
Key Responsibilities
Define, establish, and execute the operational strategy for the post-sale service organization. Directly lead, mentor, and scale an established global team of 25 or more personnel across the United States and India, establishing a culture of accountability and operational excellence. Optimize operational processes and workflows across onboarding and menu management teams to enhance efficiency, speed, and consistency. Own post-sale customer satisfaction (CSAT), service delivery metrics, SLAs, and operational performance standards. Serve as executive sponsor and the primary escalation point for key enterprise customers, resolving complex issues, restoring client confidence, and insulating executive leadership. Directly oversee the onboarding of high-stakes enterprise clients, ensuring rapid time-to-value and high-touch service delivery. Drive operational initiatives that enhance customer retention, accelerate onboarding timelines, and ensure service continuity. Utilize AI-driven analytics to proactively identify churn risks, anticipate customer friction, and improve resolution times. Build automated workflows and agent-based automations across operational functions to drive efficiencies. Oversee Technical Account Management functions to ensure technical alignment between customer workflows and product capabilities. Partner with Engineering and Product leadership to translate customer feedback and operational friction into scalable product features and technical resolutions. Act as a strategic partner to the CEO, taking full ownership of cross-departmental operational initiatives and high-priority organizational priorities. Drive alignment across Sales, Product, Engineering, and Support to resolve root-cause operational bottlenecks. Design, implement, and enforce standardized, scalable operational playbooks to ensure process compliance and operational rigor across global teams. Mentor frontline and managerial staff through structured follow-ups to maintain performance and accountability. Establish feedback loops between post-sale operations and product development to accelerate defect resolution, while relaying account expansion opportunities to the Go-to-Market team.
Required Qualifications
Bachelor's degree in Business, Computer Science, or a related field. 10+ years of progressive operational leadership experience within a tech or SaaS environment. Proven operational leadership experience within high-growth, mid-sized SaaS environments, such as scaled startups or scale-ups. Demonstrated success leading cross-functional and multi-region teams, specifically managing organizations based in the United States and India. Strong technical aptitude with direct experience interfacing with Engineering, Product, and Technical Account Management teams to drive technical issue resolution and product feedback loops. Experience in direct, executive-level customer communication, crisis management, and service performance improvement. Track record of leveraging operational metrics (including CSAT, SLAs, and time-to-onboard) to manage team accountability and improve business performance. High degree of business acumen and emotional maturity, with the ability to offer independent viewpoints and make authoritative, data-driven decisions. Entrepreneurial mindset with the ability to lead transformational change, foster innovation, and operate effectively in dynamic environments. Strong project management skills, with the ability to prioritize and oversee multiple projects simultaneously. Proven organizational and analytical ability to isolate root-cause systemic issues within complex organizations and implement lasting, scalable solutions.
Preferred Qualifications
Operational leadership experience within restaurant technology, food technology, or e-commerce delivery platforms.
Benefits
Health insurance coverage, including medical, dental, and vision plans Retirement savings plan (401k) Life insurance (basic, voluntary, and AD&D) Short-term and long-term disability coverage Flexible paid time off Paid family leave, including maternity and paternity leave Remote work flexibility