Vice President Operations

Role Summary

We are hiring a Vice President Operations to lead and institutionalise end-to-end Customer Onboarding and Delivery Operations for a B2B SaaS organisation. The role is accountable for building a predictable, auditable, and scalable operating model that supports sustained growth, high customer satisfaction, and investor-grade governance.

This role requires a senior operator with strong execution depth and an analytics-first mindset, capable of making disciplined decisions under scale, complexity, and regulatory scrutiny while building leadership bench strength and operational resilience.

Core Responsibilities

1) Own Customer Onboarding & Delivery Outcomes

• Own end-to-end onboarding and delivery outcomes for mid-market and enterprise customers
• Ensure consistent customer outcomes, high-quality implementations, and stable post-go-live delivery
• Drive structured requirement discovery, solution alignment, and expectation management
• Own high-impact escalations and ensure timely, root-cause-driven resolution

2) Institutionalise Predictable TAT & Delivery Governance

• Establish predictable onboarding cycle times and delivery turnaround times (TAT) with low variance
• Govern ticket-driven change management including triage, prioritisation, scope control, and closure quality
• Build and enforce SOPs, standard workflows, quality gates, and approval frameworks
• Ensure delivery governance is process-driven and people-independent, reducing key-person risk

3) Metrics, Controls & Operating Governance

• Own operational performance through a robust metrics framework, including:
• Onboarding cycle time and go-live success rate
• Ticket SLA/TAT, backlog health, throughput, and ageing
• Quality metrics (rework, repeat issues, defect leakage)
• Escalations and customer satisfaction indicators
• Translate metrics into clear actions on capacity planning, investments, and cost control
• Run structured weekly, monthly, and quarterly operating reviews with corrective-action rigor
• Ensure metrics, reporting, and controls stand up to board and investor scrutiny

4) Capacity Planning, Cost Discipline & Scalability

• Own capacity planning, workload forecasting, and demand-supply alignment across teams
• Drive productivity improvement while maintaining predictable TAT and customer satisfaction
• Ensure cost-efficient scaling without operational risk or burnout
• Align with AOP on headcount planning, unit economics, and margin protection

5) Org Design, Leadership Depth & Culture

• Own org design, role clarity, and reporting structures across onboarding and delivery functions
• Build, scale, and mentor multi-layer leadership (Directors,Managers, Leads, ICs) with strong accountability
• Drive performance management, goal setting, capability development, and succession planning
• Build a culture of ownership, compliance, data-driven execution, and customer accountability
• Reduce founder and individual dependency through leadership depth and process maturity

Scope & Scale

• Lead teams of 100-150+ members across onboarding, delivery, and central operations
• Operate in a high-volume, ticket-driven B2B SaaS environment
• Serve mid-market and enterprise customers with complex and multi-stakeholder implementations
• Scale operations in line with rapid customer growth, product expansion, and geographic spread

Success Outcomes (612 Months)

• Stable, predictable onboarding and delivery operations with minimal variance
• Strong SLA adherence and controlled backlog across scale
• Reduced escalations and improved customer satisfaction
• Clear, auditable operating metrics and governance cadence
• Scalable org structure with leadership depth and succession readiness
• Operations function capable of running independently with minimal founder involvement

Ideal Candidate Profile

• 1520+ years of experience in B2B SaaS Operations, Delivery, or Implementation
• Proven experience in institutionalising operations for scale and compliance.
• Strong execution leader with structured, data-backed decision-making approach
• Experience working closely with Finance, Product, and Leadership teams
• High ownership mindset with mature customer and stakeholder communication
• Strong analytics orientation with comfort in dashboards, forecasting, and operating reviews