ВеликобританияVice President, Customer Operations
1 мес. назад
ВеликобританияC-level
The Vice President of Customer Operations leads global teams for technical onboarding, support, and delivery operations to optimize post-sale customer experience.
О компании
- At , 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.
Условия
- We're looking for passionate, talented people who want to be part of a winning team. At , 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 ’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.
Другое
- 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.
- 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.
- Manage day-to-day operations, resource allocation, and project delivery for '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).
- 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.
- 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.
- 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 privacy policy here:
- Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with . Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered property. is not responsible for any charges or fees related to unsolicited resumes.