VP, Operations

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.