VP, Operations

About the Role

The VP, Operations is an executive leadership position responsible for directing and scaling the organization's post-sale service operations. This role leads an established, distributed team of more than 25 professionals across the United States and India responsible for onboarding, menu management, and technical account management. Serving as an operational strategist and hands-on problem solver, this leader aligns customer expectations, technical performance, and product execution to support enterprise clients, accelerate time-to-value, and drive long-term retention.

Key Responsibilities

• Define, execute, and scale the operational strategy, service delivery standards, and core metrics (including CSAT and SLAs) across the post-sale organization.
• Directly lead, mentor, and scale a 25+ person global team across the United States and India spanning onboarding, menu management, and technical account management.
• Standardize and optimize operational workflows and playbooks to improve efficiency, speed, process compliance, and consistency.
• Oversee enterprise onboarding and act as executive sponsor and escalation point for marquee clients to resolve complex technical and operational issues.
• Deploy workflow automations and leverage AI-driven analytics across operational functions to improve resolution times, mitigate churn risks, and enhance team capacity.
• Oversee Technical Account Management functions to ensure customer workflows remain aligned with product capabilities.
• Partner with Product and Engineering leadership to translate operational friction and client feedback into technical resolutions, continuous platform enhancements, and defect resolution loops.
• Collaborate with Go-to-Market teams to identify and route account expansion and growth opportunities.
• Serve as a strategic partner to the CEO, leading cross-departmental operational initiatives and resolving systemic bottlenecks across Sales, Product, Engineering, and Support.

Required Qualifications

• Bachelor's degree in Business, Computer Science, or a related field.
• 10+ years of progressive operational leadership experience in a technology or SaaS environment, including leadership in high-growth, mid-sized companies or scale-ups.
• Demonstrated success directly managing cross-functional, multi-region teams, specifically spanning the United States and India.
• Proven track record of leveraging operational metrics—such as CSAT, SLAs, and time-to-onboard—to enforce accountability and drive performance.
• Strong technical aptitude with experience partnering directly with Engineering, Product, and Technical Account Management teams on product alignment and technical issue resolution.
• Extensive background managing executive-level customer communications, crisis management, and enterprise service continuity.
• Proven project management capability with the ability to diagnose root causes of systemic operational challenges and implement lasting, scalable solutions.

Preferred Qualifications

• Operational leadership experience within restaurant technology, foodtech, or e-commerce delivery platforms.

Benefits

• Comprehensive package including health coverage (medical, dental, vision), 401(k) retirement plan, life and disability insurance, paid family leave, flexible paid time off, and a remote work arrangement.