Vice President Operations

In this role, you will lead and institutionalise end-to-end Customer Onboarding and Delivery Operations for a B2B SaaS organisation. You will be accountable for building a predictable, auditable, and scalable operating model that supports sustained growth, high customer satisfaction, and investor-grade governance. You will operate as a senior execution leader with strong analytics orientation, driving disciplined decision making under scale, complexity, and regulatory scrutiny. You will own onboarding and delivery outcomes across mid-market and enterprise customers, institutionalise governance frameworks, and build leadership depth across multi layer teams. This role requires building structured systems, reducing founder dependency, strengthening operating cadence, and ensuring operational resilience at scale.

Key Roles & Responsibilities:

Customer Onboarding & Delivery Outcomes ● Own end-to-end onboarding and delivery outcomes for mid-market and enterprise customers. ● Ensure consistent customer outcomes, high-quality implementations, and stable post-go-live delivery. ● Drive structured requirement discovery, solution alignment, and expectation management. ● Own high-impact escalations and ensure timely, root-cause-driven resolution.

Predictable TAT & Delivery Governance ● Establish predictable onboarding cycle times and delivery turnaround times with low variance. ● Govern ticket-driven change management including triage, prioritisation, scope control, and closure quality. ● Build and enforce SOPs, standard workflows, quality gates, and approval frameworks. ● Ensure delivery governance is process-driven and people-independent, reducing key-person risk.

Metrics, Controls & Operating Governance ● Own operational performance through a robust metrics framework, including: ○ Onboarding cycle time and go-live success rate ○ Ticket SLA and TAT, backlog health, throughput, and ageing ○ Quality metrics including rework, repeat issues, and defect leakage ○ Escalations and customer satisfaction indicators

● Translate metrics into clear actions on capacity planning, investments, and cost control. ● Run structured weekly, monthly, and quarterly operating reviews with corrective-action rigor. ● Ensure metrics, reporting, and controls stand up to board and investor scrutiny.

Capacity Planning, Cost Discipline & Scalability ● Own capacity planning, workload forecasting, and demand-supply alignment across teams. ● Drive productivity improvement while maintaining predictable TAT and customer satisfaction. ● Ensure cost-efficient scaling without operational risk or burnout. ● Align with AOP on headcount planning, unit economics, and margin protection. Org Design, Leadership Depth & Culture ● Own org design, role clarity, and reporting structures across onboarding and delivery functions. ● Build, scale, and mentor multi-layer leadership including Directors, Managers, Leads, and ICs with strong accountability. ● Drive performance management, goal setting, capability development, and succession planning. ● Build a culture of ownership, compliance, data-driven execution, and customer accountability. ● Reduce founder and individual dependency through leadership depth and process maturity.

Scope & Scale ● Lead teams of 100 to 150 plus members across onboarding, delivery, and central operations. ● Operate in a high-volume, ticket-driven B2B SaaS environment. ● Serve mid-market and enterprise customers with complex and multi-stakeholder implementations. ● Scale operations in line with rapid customer growth, product expansion, and geographic spread.

Success Outcomes (6–12 Months) ● Stable, predictable onboarding and delivery operations with minimal variance. ● Strong SLA adherence and controlled backlog across scale. ● Reduced escalations and improved customer satisfaction. ● Clear, auditable operating metrics and governance cadence. ● Scalable org structure with leadership depth and succession readiness. ● Operations function capable of running independently with minimal founder involvement.

What we’re looking for:

● 15 to 20 plus years of experience in B2B SaaS Operations, Delivery, or Implementation. ● Proven experience in institutionalizing operations for scale and compliance. ● Strong execution leader with structured, data-backed decision-making approach. ● Experience working closely with Finance, Product, and Leadership teams. ● High ownership mindset with mature customer and stakeholder communication. ● Strong analytics orientation with comfort in dashboards, forecasting, and operating reviews.