VP Operations & Strategy

we are expanding exponentially. This role owns the design, implementation, and governance of the companys core operating processes: identifying inefficiencies, closing ownership gaps, and building the playbooks, benchmarks, and metrics that keep the business running. The role also owns customer quality and account expansion tracking, and reports directly to the CEO on operational and strategic performance.
Key Responsibilities
Process diagnosis: Identify operational inefficiencies, bottlenecks, duplicated effort, and unclear ownership before they escalate.
Process design: Build and maintain the playbooks and SOPs the company uses, and retire those that are obsolete.
Operational strategy & benchmarking: Research industry and competitor practices, and translate findings into strategy recommendations for the CEO.
Customer quality & expansion: Own the metrics for customer satisfaction and service quality, and the process for converting healthy accounts into upsell and expansion revenue.
Change management & audits: Run operational audits, drive fixes to closure, and lead adoption of new processes with function leads.
Metrics & reporting: Track the operational, customer, and growth metrics that matter, and report on business health directly to the CEO.
Process Scope
Process ownership spans the operating model end to end: customer lifecycle and expansion, cross-org handoffs (e.g., Product-Sales, Sales-Marketing), people lifecycle (onboarding, reviews, leveling), OKR cadence, communication and knowledge management, feedback and continuous improvement, vendor and compliance operations, and domain ownership mapping.