Leadership Scope: DevOps, Client Delivery and Service Delivery
Role Overview
We are seeking an experienced Vice President of Customer Operations to take executive ownership of how our customers are delivered, supported, and operationally served after contract signature.
This role brings together three critical functions under a single accountable leader:
* DevOps / Service Operations — platform reliability and operational excellence
* Client Delivery — enterprise onboarding and implementation execution
* Service Delivery — ongoing customer support and in-life service management
The VP of Customer Operations will establish a unified operating model that ensures customers experience a seamless, reliable, and high-quality journey from implementation through long-term service.
This is a transformational leadership role. The successful candidate will introduce operational discipline, improve cross-functional collaboration, and build scalable processes that support enterprise growth.
The mandate is clear:
Deliver predictable execution, operational reliability, and customer confidence at scale.
Key Responsibilities
1. End-to-End Customer Operations Ownership
* Own the full post-sales customer lifecycle across implementation, support, and operational platform delivery.
* Establish clear accountability for customer outcomes across teams.
* Eliminate breakdowns between delivery, support, engineering, and product.
* Act as executive escalation owner for customer delivery and service issues.
2. DevOps & Service Operations Leadership
* Lead the DevOps and Service Operations teams responsible for platform stability and performance.
* Drive operational maturity across monitoring, incident response, capacity planning, and change management.
* Improve platform reliability, uptime, and operational predictability.
* Partner closely with Engineering to ensure scalable and resilient infrastructure.
* Implement clear ownership and post-incident accountability practices.
3. Client Delivery & Implementation Excellence
* Professionalize enterprise onboarding and implementation processes.
* Establish repeatable delivery frameworks, governance standards, and documentation practices.
* Improve time-to-value and implementation predictability.
* Ensure structured handovers into ongoing service delivery.
* Balance delivery quality with commercial efficiency and scalability.
4. Service Delivery & Customer Support Transformation
* Build a proactive, high-performing support organization.
* Define and enforce SLAs, escalation paths, and service performance metrics.
* Shift the organization from reactive issue resolution to proactive service management.
* Improve customer satisfaction, retention confidence, and executive trust.
* Create a unified operating cadence across Customer Operations, Product, Engineering, and Sales.
* Introduce structured collaboration frameworks and communication rhythms.
* Ensure delivery and support insights inform product roadmap priorities.
* Break down functional silos and align teams around shared outcomes.
6. Metrics, Governance & Executive Reporting
* Define and own operational KPIs including:
o Implementation timelines and success rates
o SLA attainment and response performance
o Incident frequency and resolution time
o Platform availability and operational health
o Customer satisfaction (CSAT/NPS)
o Delivery utilization and efficiency
o Customer retention health indicators
* Provide regular performance reporting to executive leadership.
* Evaluate current team structures, leadership capability, and operating effectiveness.
* Coach, develop, and where necessary restructure teams to support growth.
* Recruit and build future operational leadership capability.
* Establish a culture of ownership, accountability, and continuous improvement.
What Success Looks Like (First 6 Months)
* Clear ownership across the customer lifecycle established.
* Delivery, support, and DevOps operating as a coordinated function.
* Significant reduction in operational escalations.
* Predictable enterprise onboarding timelines.
* Improved customer confidence and executive relationships.
* Operational metrics consistently visible and improving.
* Teams aligned around shared goals rather than functional boundaries.
Required Experience
* 10+ years experience in SaaS or enterprise technology environments.
* Proven leadership of multiple post-sales operational functions simultaneously.
* Prior experience leading at VP, Senior Director, or equivalent level.
* Demonstrated success improving delivery execution and operational performance.
* Strong understanding of:
o Enterprise implementations
o Customer support and managed services models
o Cloud environments (AWS preferred)
o DevOps and operational best practices
* Experience operating within senior leadership teams.
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