Vice President, Customer Operations

Partnerize; London (KY); Remote; USD 210,000 - 320,000; Full time

Job summary

Partnerize seeks a VP of Customer Operations to lead the global onboarding, integrations, and support functions. You will translate strategy into execution, oversee multi-regional teams, and drive AI-powered efficiencies across all operations.

The role partners with Sales, Product, and Customer Success to optimize time-to-value, maintain SLAs, and improve margins while delivering exceptional client outcomes in a flexible work environment.

Qualifications

• 6+ years leading customer operations and onboarding teams in SaaS
• Experience implementing ITIL or governance frameworks
• Proven ability to optimize onboarding, integrations, and support
• Strong analytics to drive SLAs, CSAT, margins, and time-to-value
• Collaborate with Sales, Product, and Customer Success to expand accounts

Responsibilities

• Oversee onboarding and technical integrations for platform deployments
• Direct global support operations with SLA compliance and high CSAT
• Manage services delivery and optimize gross margins and utilization
• Lead and mentor data-driven teams across onboarding, support, and delivery
• Establish KPIs and use analytics to improve process efficiency

Skills

Leadership

SaaS Operations

ITIL Governance

Onboarding

API Integrations

AI Automation

Analytics

Cross-functional

Project Management

Stakeholder Management

Tools

Asana

Zendesk

Jira

Salesforce

Job description

Who We Are

At Partnerize, we're on a mission to transform the way businesses grow. We've built the leading partnership automation platform that empowers brands to discover, engage, and convert their audiences at scale. From affiliate marketing to influencer collaborations, we help our clients build and manage profitable partnerships that drive real results. We're a team of passionate problem-solvers who are dedicated to helping our clients win in the ever-evolving world of digital marketing.

Why Join Us

We're looking for passionate, talented people who want to be part of a winning team. At Partnerize, you'll find a culture of collaboration, innovation, and respect. We're guided by our core values, and we're committed to creating an environment where everyone can do their best work. We also offer a competitive salary, generous benefits, and a flexible work environment that allows you to thrive both personally and professionally. If you're ready to grow your career and make a difference, we'd love to hear from you.

The Vice President of Customer Operations serves as the operational execution engine driving Partnerize’s post-sale delivery lifecycle. Reporting directly to the CRO, this tactical leader oversees global teams focused on technical onboarding and integrations, customer support, and delivery operations. The ideal candidate translates executive strategy into high-impact execution, optimizing time-to-value, enforcing SLAs, scaling services margins, and driving AI-powered efficiencies across all operational teams.

Core Responsibilities

Onboarding & Technical Integrations

• Execute onboarding and integration strategies to accelerate platform deployment and reduce time-to-value (TTV) for enterprise brands.
• Build and enforce standardized frameworks to ensure friction-free client implementation into our centralized SaaS platform architecture.
• Partner with Product and Engineering to streamline API workflows and eliminate technical integration bottlenecks.

Support Operations & Customer Health

• Direct multi-tier global technical support operations, enforcing strict SLA compliance, high CSAT/NPS ratings, and rapid resolution times.
• Operationalize AI tools and automated support workflows to improve service quality while lowering overall cost-to-serve (COGS).
• Monitor frontline customer health indicators and operational telemetry to proactively surface and mitigate churn risks.

Services Delivery Operations

• Manage day-to-day operations, resource allocation, and project delivery for Partnerize's managed services arm.
• Optimize gross margins and utilization rates across services teams while maintaining high standards of client delivery.
• Drive tight operational handoffs between Sales, Customer Success, and Services to support account expansion and Net Revenue Retention (NRR).

Team Leadership & Tactical Execution

• Lead, mentor, and build high-performing, data-driven teams across global onboarding, support, and delivery functions.
• Establish key operational performance metrics (KPIs) and utilize analytics to continually refine process efficiency.
• Serve as an operational point of escalation for complex enterprise customer implementations and service delivery requirements.

Required Experience & Skills

• Experience: 6+ years of progressive leadership experience managing customer operations and technical integrations teams within the SaaS space. Proven track record to evidence adherence to ITIL Framework or similar applying governance practices
• Functional Management: Direct experience leading multi-disciplinary operational teams across technical onboarding and global client support
• Technology & AI Fluency: Hands-on experience implementing automation, modern support stacks, and AI workflows to drive team productivity and reduce operational overhead.
• Execution & Analytics: Strong analytical capabilities with a track record of using operational data (TTV, SLAs, CSAT, margins) to drive execution and continuous improvement.
• Cross-Functional Collaboration: Proven ability to work side-by-side with Sales, Product, and Customer Success leaders to support account expansion and retention goals.
• Preferred system experience: Asana, Zendesk, Jira, Salesforce
• Strategic Alignment experience: demonstrated competencies in the application of OGSM framework or similar to turn high-level company vision into clear daily tasks.

Our Commitment to Diversity & Inclusion

We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization’s success. Every individual in our business is expected to live this commitment without exception.

Privacy and data protection. The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/