VP of Customer Operations

Key Responsibilities

• Lead and execute the strategic integration and consolidation of customer operations functions across multiple business units, including alignment of support models, processes, systems, and service standards.
• Develop and optimize the end-to-end customer journey, identifying opportunities to improve operational efficiency, customer retention, scalability, and overall customer experience.
• Build and implement a multi-phase customer operations roadmap focused on automation, process improvement, KPI visibility, and customer health measurement.
• Oversee enterprise customer support, customer success, fulfillment, and sales operations teams, ensuring strong cross-functional alignment and a consistently high level of customer responsiveness.
• Drive workforce planning, organizational design, escalation management processes, and performance metrics across a nationally distributed team structure.
• Establish and enhance Voice of Customer (VoC) initiatives to capture actionable customer insights and improve service delivery and product adoption.
• Lead the strategy and optimization of the customer operations technology ecosystem, including CRM, customer success platforms, support systems, ERP tools, and data warehouse integrations.
• Partner closely with executive leadership, product, engineering, and commercial teams to improve operational scalability and customer outcomes.
• Develop scalable playbooks, automation workflows, reporting dashboards, and customer health scoring methodologies to proactively identify risks and growth opportunities.
• Serve as a senior escalation point for critical customer situations while empowering leadership teams to effectively manage day-to-day operations.

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Ideal Background

• Prior experience at the VP or senior executive level leading large-scale customer operations, customer support, customer success, or technical operations organizations within a SaaS, technology, fintech, payments, retail tech, or highly transactional environment.
• Demonstrated success managing complex organizations with 150+ indirect reports and multiple layers of leadership.
• Strong operational leadership experience within fast-paced, high-growth and/or acquisitive organizations.
• Proven ability to lead enterprise-wide process transformation, systems integration, and operational scaling initiatives.
• Experience overseeing enterprise technical support organizations and partnering effectively with technical teams.
• Strong technical aptitude with the ability to understand complex systems, workflows, integrations, and customer-impacting technical issues without requiring a software development background.
• Experience implementing or optimizing customer success and operational platforms such as Gainsight, Totango, Salesforce, Zendesk, ServiceNow, or similar technologies is highly preferred.
• Exceptional organizational leadership, communication, stakeholder management, and cross-functional collaboration skills.
• Strong analytical mindset with experience leveraging operational data, KPIs, and customer metrics to drive business decisions.