Vice President of Customer Operations

• The Vice President of Customer Operations serves as the operational execution engine driving Partnerize’s post-sale delivery lifecycle
• Reporting directly to the CRO, this tactical leader oversees global teams focused on technical onboarding and integrations, customer support, and delivery operations
• The ideal candidate translates executive strategy into high-impact execution, optimizing time-to-value, enforcing SLAs, scaling services margins, and driving AI-powered efficiencies across all operational teams
• Execute onboarding and integration strategies to accelerate platform deployment and reduce time-to-value (TTV) for enterprise brands
• Build and enforce standardized frameworks to ensure friction-free client implementation into our centralized SaaS platform architecture
• Partner with Product and Engineering to streamline API workflows and eliminate technical integration bottlenecks
• Direct multi-tier global technical support operations, enforcing strict SLA compliance, high CSAT/NPS ratings, and rapid resolution times
• Operationalize AI tools and automated support workflows to improve service quality while lowering overall cost-to-serve (COGS)
• Monitor frontline customer health indicators and operational telemetry to proactively surface and mitigate churn risks
• Manage day-to-day operations, resource allocation, and project delivery for Partnerize’s managed services arm
• Optimize gross margins and utilization rates across services teams while maintaining high standards of client delivery
• Drive tight operational handoffs between Sales, Customer Success, and Services to support account expansion and Net Revenue Retention (NRR)
• Lead, mentor, and build high-performing, data-driven teams across global onboarding, support, and delivery functions
• Establish key operational performance metrics (KPIs) and utilize analytics to continually refine process efficiency
• Serve as an operational point of escalation for complex enterprise customer implementations and service delivery requirements

Benefits

• Generous wellness benefits and paid time off
• Robust parental leave
• Competitive retirement savings benefits
• Employee learning & development opportunities

Requirements

• Functional Management: Direct experience leading multi-disciplinary operational teams across technical onboarding and global client support
• Cross-Functional Collaboration: Proven ability to work side-by-side with Sales, Product, and Customer Success leaders to support account expansion and retention goals
• Preferred system experience: Asana, Zendesk, Jira, Salesforce
• Technology & AI Fluency: Hands-on experience implementing automation, modern support stacks, and AI workflows to drive team productivity and reduce operational overhead
• Execution & Analytics: Strong analytical capabilities with a track record of using operational data (TTV, SLAs, CSAT, margins) to drive execution and continuous improvement
• Strategic Alignment experience: demonstrated competencies in the application of OGSM framework or similar to turn high-level company vision into clear daily tasks
• Experience: 6+ years of progressive leadership experience managing customer operations and technical integrations teams within the SaaS space. Proven track record to evidence adherence to ITIL Framework or similar applying governance practices

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