Vice President Customer Operations

A fast-growing global SaaS company is seeking an experienced Vice President of Commercial Operations to join its executive leadership team.

The role is designed for a senior operations leader who will own and scale the end-to-end commercial operating model across onboarding, delivery, customer support, and ongoing customer operations.

This executive will build the operational backbone that drives enterprise readiness, efficiency, customer experience, and retention, while introducing advanced automation and data-driven processes to support rapid global growth.

Your Mission:

● Build and manage support, onboarding, and customer ops teams and introduce professional execution standards, documentation, accountability frameworks and operating rhythms

● Recruit, mentor and develop top operational talent

● Own the full delivery cycle from pre-sale through scoping SoWs, delivering customer solutions, going live and ongoing needs - ensure customer satisfaction

● Identify operational risks, bottlenecks and delivery gaps early and resolve them proactively

● Own response and resolution SLAs, onboarding SLAs and all operational quality measures

● Shorten days to onboard new customers

● Build a scalable operating system that will enable the company to support large enterprise customers with predictability, quality and speed.

● Partner closely with CS, Product and Engineering to ensure customer challenges turn into structured operational improvements and long-term product enhancements.

● Implement and champion AI-driven tools and automation across onboarding, support, workflows, and reporting to increase speed, accuracy, and operational capacity.

Qualifications:

● 10+ years of experience in B2B Enterprise Operations / Delivery / Customer Operations, with 3+ years in a VP or Senior Director role

● Strong people leader who builds high-performing, empowered teams

● Collaborative, transparent, kind, and direct.

● Proven success building Operations teams from the ground up

● Organized, proactive and methodic manager with obsession for metrics, optimization, and delivering results on budget and SLA

● Deep understanding in technology

● Demonstrated experience in large scale delivery, solution customization to large enterprises or other large scale technical project management in an Enterprise environment

● Experience implementing AI or automation tools within operational environments (support, onboarding, analytics, workflow optimization) - must

● Experience building, training and managing customer support teams

● Experience collaborating with R&D and Product leaders

● Domain familiarity in Fintech, Payments, or Fraud preferred.

● Native English; additional languages are an advantage.