VP, Operations

Jobgether; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare

401(k)

Life Insurance

Disability insurance

Flexible PTO

Remote work in US

Executive leadership exposure

Job summary

Jobgether is seeking a senior Operations leader to define and execute the post-sale strategy, aligning service delivery with growth and customer expectations. You will lead a globally distributed team and drive efficiency across onboarding, account management, and tech support, delivering measurable improvements.

You will collaborate with Product and Engineering, govern CSAT and SLAs, and identify expansion opportunities.

Qualifications

• Bachelor's degree in Business, Computer Science, or related field.
• 10+ years of operational leadership experience in technology/SaaS environments preferred.
• Experience managing distributed teams across regions, especially US and India.

Responsibilities

• Define and execute post-sale operational strategy aligning with business objectives and growth.
• Lead and develop global teams of 25+ professionals across US and India.
• Optimize onboarding, account management, and technical account management workflows.

Skills

Leadership

Global teams

Operational transformation

Technical aptitude

Customer leadership

Data-driven decisions

AI & automation

Strategic thinking

Project management

Executive presence

People development

Adaptability & ownership

Education

Bachelor's degree

Job description

Accountabilities

• Define and execute operational strategy: Establish and implement the vision, priorities, and operating model for post-sale operations, aligning service delivery with business objectives, customer expectations, and long-term growth.
• Lead and develop global teams: Manage, mentor, and scale a team of more than 25 professionals across the United States and India, promoting accountability, collaboration, operational excellence, and continuous improvement.
• Optimize operational workflows: Improve processes across onboarding, menu management, and technical account management to increase efficiency, consistency, service quality, and speed of execution.
• Own customer satisfaction and performance: Establish and monitor key performance indicators, including customer satisfaction (CSAT), service-level agreements (SLAs), onboarding timelines, and resolution rates, using data to drive measurable improvements.
• Manage strategic customer relationships: Serve as the executive sponsor and primary escalation point for enterprise accounts, resolving complex issues, restoring customer confidence, and strengthening long‑term partnerships.
• Oversee enterprise onboarding: Direct the onboarding of high‑priority enterprise clients, ensuring smooth implementation, rapid time-to-value, and high‑quality service delivery.
• Drive retention and account growth: Develop strategies to reduce customer friction, identify churn risks, improve retention, and communicate expansion opportunities to the go‑to‑market team.
• Leverage AI and automation: Implement AI‑powered analytics, agents, and workflow automations to anticipate customer challenges, accelerate issue resolution, reduce manual work, and improve operational scalability.
• Partner with Product and Engineering: Collaborate with technical leaders to translate customer feedback, recurring issues, and operational bottlenecks into product enhancements, technical solutions, and sustainable improvements.
• Lead cross‑functional initiatives: Align Sales, Product, Engineering, and Support around shared priorities, resolving systemic challenges that extend beyond the post‑sale organization.
• Establish operational standards: Develop and enforce scalable playbooks, standardized processes, documentation, and quality controls across global teams.
• Act as a strategic partner to the CEO: Take ownership of high‑priority cross‑functional initiatives, identify organizational inefficiencies, and help streamline executive decision‑making through decisive execution.
• Promote accountability and continuous improvement: Coach managers and frontline employees, establish clear expectations, conduct structured performance follow‑ups, and ensure that operational challenges are addressed at their root cause.

Requirements

• Education: Bachelor's degree in Business, Computer Science, or a related field.
• Leadership experience: At least 10 years of progressively responsible operational leadership experience in technology or SaaS environments, preferably in restaurant technology, food technology, e‑commerce, or delivery platforms.
• Global team management: Demonstrated success leading cross‑functional, geographically distributed teams, particularly organizations operating across the United States and India.
• Operational transformation: Proven ability to scale operations within high‑growth startups or mid‑sized technology businesses, implementing processes and organizational structures that support continued growth.
• Technical aptitude: Experience working closely with Engineering, Product, and Technical Account Management teams to resolve technical issues, improve product functionality, and establish effective feedback loops.
• Customer leadership: Strong experience managing executive‑level customer relationships, handling enterprise escalations, navigating service disruptions, and improving customer satisfaction and retention.
• Data‑driven decision‑making: Demonstrated ability to use operational metrics, including CSAT, SLAs, onboarding timelines, and resolution performance, to identify gaps, establish accountability, and improve business outcomes.
• AI and automation: Familiarity with AI‑driven analytics, workflow automation, and technology‑enabled operational improvements, with the ability to identify opportunities for greater efficiency.
• Strategic and analytical thinking: Strong business acumen and the ability to identify underlying organizational problems, conduct root‑cause analysis, and implement durable, scalable solutions.
• Project management: Excellent planning, prioritization, and execution skills, with the ability to manage multiple complex initiatives and competing business priorities simultaneously.
• Executive presence: Exceptional communication, stakeholder management, and decision‑making skills, including the confidence to challenge existing approaches and offer independent, evidence‑based recommendations.
• People development: Proven ability to coach and develop employees and managers, establish clear performance expectations, and foster a culture of accountability and professional growth.
• Adaptability and ownership: An entrepreneurial, hands‑on mindset, comfortable moving between strategic planning and detailed operational execution in a fast‑paced, evolving environment.

Benefits

• Comprehensive healthcare: Medical, dental, and vision insurance.
• Retirement savings: Access to a 401(k) retirement plan.
• Insurance protection: Basic life insurance, voluntary life insurance, and accidental death and dismemberment (AD&D) coverage.
• Disability coverage: Short‑term and long‑term disability benefits.Flexible paid time off: Flexibility to manage personal needs and maintain work‑life balance.
• Family leave: Maternity and paternity leave benefits.
• Remote work: Work‑from‑home flexibility within the United States.
• Executive‑level impact: Opportunity to shape operational strategy and influence company‑wide priorities.
• Global leadership experience: Lead and develop a distributed team across multiple regions and operational functions.
• Technology‑driven innovation: Drive the adoption of AI, automation, and scalable systems to improve customer experiences and business performance.
• Cross‑functional collaboration: Work directly with executive leadership and teams across Sales, Product, Engineering, and Support.