VP, Customer Operations at Orderful

, , United States -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Operations, Implementation, Onboarding, Testing, Quality Assurance, Customer Support, Integration, Automation, Vendor Management, Cross-Functional Leadership, Data Analysis, ERP Systems, B2B SaaS, Playbooks, Capacity Models, APIs

Industry

Software Development

Description

What You’ll Lead Implementation & Onboarding – Streamline the customer journey from contract to go-live. Define stage gates, SLAs, and measurable throughput goals. Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed. Customer Support – Build a proactive, data-driven support model that improves customer health, reduces escalations, and increases retention. Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale Key Responsibilities Strategy & Org Build Define and execute the post-sales operating model across onboarding, integration, testing, and support. Build the leadership team and scalable mix of internal and partner resources. Establish clear handoffs between Sales, Implementation and Support Operational Excellence & Automation Standardize playbooks and metrics to ensure consistency and predictability. Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops. Economics & Capacity Forecast volume growth (thousands of partner activations per year). Use data to optimize staffing and partner allocation models. Partner with Product / Engineering to build scalable operational tools and insights. Collaborate with Finance on pricing, budgeting, and ROI tracking. Vendor & Program Management Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties. Stand up a second source for capacity and risk mitigation. Cross-Functional Leadership Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements Align with SVP Revenue on forecasting, account transitions, expansions, and save motions. Collaborate with Finance on budgets, pricing, and ROI tracking. What Success Looks Like (first 6–12 months) Onboarding throughput: predictable playbook achieving and scaling beyond 100 partner go-lives per week Time-to-live: for customers with trading partners in network, go-live in P95

Responsibilities

The VP of Customer Operations will lead the implementation and onboarding processes, ensuring a streamlined customer journey. They will also oversee testing and quality assurance, customer support, integration and automation, and partner and vendor programs.