Vice President, Customer Operations - Remote

Overview

HackerOne is seeking a transformative Vice President of Customer Operations to orchestrate a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation.

In Short

• Design and implement scalable workflows and operational processes.
• Establish and maintain a comprehensive KPI framework.
• Drive accountability and performance through SLAs and quality metrics.
• Implement data-driven decision-making practices.
• Lead internal business reviews and deliver operational insights.
• Optimize resource planning and allocation.
• Identify operational inefficiencies and drive improvements.
• Build and scale organizational structures for long-term growth.
• Collaborate on strategic planning and operational execution.
• Enable a culture of continuous improvement and operational excellence.

Requirements

• 12+ years of experience in Customer Operations or related field.
• 5+ years in senior leadership roles.
• Experience in building operational teams in high-growth B2B or SaaS companies.
• Deep experience in KPI development and dashboard reporting.
• Strong executive presence with Fortune 500 customer engagement.
• Exceptional analytical and problem-solving skills.
• Hands-on experience with operations tools and analytics platforms.
• Experience with AI tooling and transformation.
• Ability to lead high-performing, cross-functional teams.
• Comfortable navigating operational P&L.

Benefits

• Health, life, and disability insurance.
• Equity stock options.
• Retirement plans.
• Paid public holidays and unlimited PTO.
• Paid maternity and parental leave.
• Leaves of absence for various needs.
• Employee Assistance Program.
• Flexible Work Stipend.