Vice President of Customer Operations, Orderful

• 12+ years leading post-sales/customer operations in B2B SaaS, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support)
• Proven record scaling onboarding throughput and improving GDR/NRR with measurable unit-economics gains
• Deep experience building repeatable playbooks, capacity models, SLAs, and vendor ecosystems
• Technically fluent: comfortable with APIs, data models, and how tech platforms work
• Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT)
• Exceptional cross-functional leadership; crisp written/verbal communication

Desirable

• You’ll own the full post-sales experience - from setup and integration through testing, and support
• Your mission is to turn today’s onboarding and support process into a scalable, automated, and customer-delighting engine
• In the next 12–18 months we must:
• Cut onboarding time dramatically (e.g., go-live in hours and days, not months)
• Scale throughput (100s customer go-lives in a month in a repeatable manner)
• Improve core economics (bring services payback ≤ 12 months)
• Enable revenue teams to improve retention (GDR toward 95%, NRR ≥ 110%)
• Manage a network of 3rd party partners to help customers test and go-live with with trading partners (100% testing through outsourced vendors, testing complete in days)
• Deliver customer delight through a support team by delivering industry leading support (time to first response <60 minutes, time to resolve < 1 business day)
• Shift manual work to the product (e.g., reducing testing time by 75% by end of 2026)
• You’ll partner tightly with Product and Engineering to encode operational know-how into the product and with Revenue to ensure seamless handoffs and proactive account outcomes
• 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
• 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
• Standardize playbooks and metrics to ensure consistency and predictability
• Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops
• 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
• Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties
• Stand up a second source for capacity and risk mitigation
• 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 <9 days
• Economics: payback ≤ 12 months for using external testing vendors
• Automation: majority of validation and testing handled via platform tools, minimal manual intervention
• Team: leadership bench in place, vendor network live, WBR cadence established