VP of Operations – Customer Experience
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Job Description
VP of Operations leading Customer Success, Ops, and Back Office in a PE-backed training platform. Responsible for operational scaling and standardization across teams and vendors.
Responsibilities:
- Own Customer Success, Ops, and Back Office.
- Report to CEO.
- Lead leaders and vendors.
- Fix messy processes.
- Build systems that scale.
- Standardize processes across teams and vendors.
- Drive automation (AI tools, fewer manual tasks).
- Improve CSAT, retention, call performance.
- Own vendor performance (fulfillment, printing, tech).
- Build KPI scorecards and operating cadence.
- Integrate acquisitions into one operating system.
Requirements:
- 5–7+ years ops leadership (team + P&L exposure)
- Experience scaling processes across teams
- Strong financial acumen (revenue, margin, cash flow)
- Led cross-functional projects to completion
- Experience with vendors or fulfillment operations
- Comfortable in fast-moving, ambiguous environments
- Tech-enabled services or EdTech experience (nice to have)
- M&A integration experience (nice to have)
- Shopify or order workflow systems exposure (nice to have)
Benefits:
- Health insurance
- Paid time off
- Bonus tied to company + individual performance
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