Head of SaaS Operations

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Maternity leave

Civil partnerships leave

Family care leave

Mental health days

Study leave

Job summary

Ladders is seeking a Head of SaaS Operations to lead customer-facing SaaS operations with a strong focus on service readiness, go-live execution, and issue management across complex enterprise environments.

This role partners with internal teams and external stakeholders to identify operational risks early and address them before they affect service, while building trust through clear communication in a matrixed organization. Location: Remote - US-based candidates only; no visa sponsorship.

Qualifications

• 5-7 years of leadership experience in complex enterprise or banking technology operations.
• Strong customer-facing judgment and credibility to build trust.
• Experience managing incident response across multiple teams.
• Ability to lead in a matrix organization and mobilize stakeholders.
• Proficient understanding of SaaS, applications, and infrastructures.
• Excellent prioritization and executive communication skills.
• Knowledge of the company's products is a plus.

Responsibilities

• Serve as the primary operational owner for a strategic banking customer and ensure accountability across all operational activities
• Lead customer-facing operations through the go-live process
• Anticipate and communicate operational risks before they affect service
• Own day-to-day operational readiness, including rehearsals before production
• Establish a coordinated response plan for critical issues
• Build understanding of the integration landscape between the customer and the company's platform environment
• Create an operating playbook for the strategic account covering standards and monitoring

Skills

Leadership experience

Incident management

Matrix leadership

SaaS knowledge

Executive communication

Prioritization

Product knowledge

Job description

For our client, we are seeking a Head of SaaS Operations to join the team of a leader in the Finance & Insurance space.

This role will lead customer-facing SaaS operations with a strong focus on service readiness, go-live execution, and issue management across complex enterprise environments. You will partner closely with internal teams and external stakeholders to ensure operational risks are identified early and addressed before they affect service. The position also requires building trust through clear communication, disciplined coordination, and strong judgment in a matrixed organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $150,000 – $180,000 annually

Responsibilities

• Serve as the primary operational owner for a strategic banking customer and ensure accountability across all operational activities
• Lead customer-facing operations through the go-live process
• Anticipate and communicate operational risks before they affect service
• Own day-to-day operational readiness, including rehearsals before production
• Establish a coordinated response plan for critical issues
• Build understanding of the integration landscape between the customer and the company's platform environment
• Create an operating playbook for the strategic account covering standards and monitoring

Qualifications

• 5-7 years of leadership experience in complex enterprise or banking technology operations
• Strong customer-facing judgment and credibility to build trust
• Experience managing incident response across multiple teams
• Ability to lead in a matrix organization and mobilize stakeholders
• Proficient understanding of SaaS, applications, and infrastructures
• Excellent prioritization and executive communication skills
• Knowledge of the company's products is a plus

Benefits

• Maternity leave with a gradual return plan
• Paid leave for civil partnerships and marriages
• Four weeks of paid family care leave
• Four recharge days each year for mental health
• Two weeks of paid study leave annually for personal development.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.