VP, Operations

• 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.