VP, Operations

Swooped; United States; Remote; USD 180,000 - 320,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Life insurance

Disability insurance

Flexible paid time off

Paid family leave

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Cross-functional collaboration

Operational strategy

Data-driven decisions

People management

Executive communication

Education

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

Job description

The VP, Operations will serve on the Executive Leadership Team, leading and transforming the organization's post-sale operations while aligning customer expectations, technical performance, and product execution. This role oversees an established global team of approximately 25 or more professionals across onboarding, menu management, and technical account management located in the United States and India.

Operating as a strategic operational partner to the Chief Executive Officer, the role balances high-level strategic planning with hands-on execution to build scalable processes, drive cross-departmental alignment, and manage enterprise client engagements.

This is a full-time, remote position based in the United States.

Key Responsibilities

• Define, establish, and execute the operational strategy for the post-sale service organization.
• Directly lead, mentor, and scale an established global team of 25 or more personnel across the United States and India, establishing a culture of accountability and operational excellence.
• Optimize operational processes and workflows across onboarding and menu management teams to enhance efficiency, speed, and consistency.
• Own post-sale customer satisfaction (CSAT), service delivery metrics, SLAs, and operational performance standards.
• Serve as executive sponsor and the primary escalation point for key enterprise customers, resolving complex issues, restoring client confidence, and insulating executive leadership.
• Directly oversee the onboarding of high-stakes enterprise clients, ensuring rapid time-to-value and high-touch service delivery.
• Drive operational initiatives that enhance customer retention, accelerate onboarding timelines, and ensure service continuity.
• Utilize AI-driven analytics to proactively identify churn risks, anticipate customer friction, and improve resolution times.
• Build automated workflows and agent-based automations across operational functions to drive efficiencies.
• Oversee Technical Account Management functions to ensure technical alignment between customer workflows and product capabilities.
• Partner with Engineering and Product leadership to translate customer feedback and operational friction into scalable product features and technical resolutions.
• Act as a strategic partner to the CEO, taking full ownership of cross-departmental operational initiatives and high-priority organizational priorities.
• Drive alignment across Sales, Product, Engineering, and Support to resolve root-cause operational bottlenecks.
• Design, implement, and enforce standardized, scalable operational playbooks to ensure process compliance and operational rigor across global teams.
• Mentor frontline and managerial staff through structured follow-ups to maintain performance and accountability.
• Establish feedback loops between post-sale operations and product development to accelerate defect resolution, while relaying account expansion opportunities to the Go-to-Market team.

Required Qualifications

• Bachelor's degree in Business, Computer Science, or a related field.
• 10+ years of progressive operational leadership experience within a tech or SaaS environment.
• Proven operational leadership experience within high-growth, mid-sized SaaS environments, such as scaled startups or scale-ups.
• Demonstrated success leading cross-functional and multi-region teams, specifically managing organizations based in the United States and India.
• Strong technical aptitude with direct experience interfacing with Engineering, Product, and Technical Account Management teams to drive technical issue resolution and product feedback loops.
• Experience in direct, executive-level customer communication, crisis management, and service performance improvement.
• Track record of leveraging operational metrics (including CSAT, SLAs, and time-to-onboard) to manage team accountability and improve business performance.
• High degree of business acumen and emotional maturity, with the ability to offer independent viewpoints and make authoritative, data-driven decisions.
• Entrepreneurial mindset with the ability to lead transformational change, foster innovation, and operate effectively in dynamic environments.
• Strong project management skills, with the ability to prioritize and oversee multiple projects simultaneously.
• Proven organizational and analytical ability to isolate root-cause systemic issues within complex organizations and implement lasting, scalable solutions.

Preferred Qualifications

• Operational leadership experience within restaurant technology, food technology, or e-commerce delivery platforms.
• Health insurance coverage, including medical, dental, and vision plans
• Retirement savings plan (401k)
• Life insurance (basic, voluntary, and AD&D)
• Short-term and long-term disability coverage
• Flexible paid time off
• Paid family leave, including maternity and paternity leave