Remote Global VP, Post-Sale Operations & Customer Success

Swooped; United States; À distance; USD 180 000 - 320 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) plan

Life insurance

Disability insurance

Flexible paid time off

Paid family leave

Résumé du poste

Swooped is seeking a VP of Operations to join the Executive Leadership Team and lead post-sale operations. You will oversee a global team across onboarding, menu management, and technical account management in the United States and India, balancing strategic planning with hands-on execution to build scalable processes.

You will own CSAT, service delivery metrics, and escalation management, mentor leaders, drive automation and AI analytics to reduce churn, and partner with Engineering and Product

Qualifications

• 10+ years of progressive operational leadership experience within a tech or SaaS environment.
• Proven operational leadership experience within high-growth, mid-sized SaaS environments.
• Demonstrated success leading cross-functional and multi-region teams (US and India).
• Strong technical aptitude interfacing with Engineering, Product, and TAM teams.
• Experience in executive-level customer communication, crisis management, and service improvement.
• Track record of leveraging metrics (CSAT, SLAs, time-to-onboard) to drive performance.

Responsabilités

• Define and execute the post-sale operations strategy.
• Directly lead a global team across US and India with accountability for performance.
• Optimize onboarding and menu management workflows for efficiency and consistency.
• Own CSAT, SLAs, and service performance standards.
• Serve as executive sponsor for enterprise customers and primary escalation point.
• Oversee onboarding of high-stakes enterprise clients with high-touch delivery.
• Drive initiatives to improve onboarding timelines and customer retention.
• Use AI-driven analytics to identify churn risks and resolve issues promptly.
• Build automated workflows and agent-based automations across operations.
• Oversee Technical Account Management to align customer workflows with product capabilities.
• Collaborate with Engineering and Product to convert customer feedback into product improvements.
• Partner with CEO on cross-departmental priorities and strategic initiatives.
• Align Sales, Product, Engineering, and Support to remove bottlenecks.
• Design scalable playbooks for global teams and ensure process compliance.
• Mentor staff with structured follow-ups to sustain performance.

Connaissances

Leadership

Cross-functional collaboration

Operational strategy

Data-driven decisions

People management

Executive communication

Formation

Bachelor's degree in Business, Computer Science, or related field

Description du poste

Swooped is seeking a VP of Operations to join the Executive Leadership Team and lead post-sale operations. You will oversee a global team across onboarding, menu management, and technical account management in the United States and India, balancing strategic planning with hands-on execution to build scalable processes.

You will own CSAT, service delivery metrics, and escalation management, mentor leaders, drive automation and AI analytics to reduce churn, and partner with Engineering and Product