About the Opportunity

We are seeking an accomplished VP of Service Operations to lead and scale a high-performing service organization supporting enterprise customers across a rapidly growing technology-driven business. This executive leadership role is responsible for overseeing service delivery operations, operational excellence initiatives, workforce strategy, customer experience optimization, process transformation, and long-term operational planning.

As the VP of Service Operations, you will partner closely with the Executive Leadership Team, Customer Operations, Professional Services, Information Technology, Product, Finance, Human Resources, and Business Strategy leaders to ensure world-class service delivery across all customer touchpoints. You will lead large-scale operational teams, develop performance frameworks, optimize service infrastructure, and implement innovative strategies that improve customer satisfaction, operational efficiency, and business profitability.

The ideal candidate is a transformational leader with extensive experience building and leading large service organizations, implementing operational best practices, and driving measurable business outcomes. Success in this role requires exceptional leadership capabilities, executive communication skills, financial acumen, customer-centric thinking, and the ability to execute enterprise-wide operational strategies.

This is an outstanding opportunity to join an organization that is investing heavily in growth, innovation, and customer excellence while empowering senior leaders to shape the future of service operations.

Essential Duties and Responsibilities

• Develop and execute enterprise-wide service operations strategies aligned with organizational objectives and growth plans.
• Lead service delivery, operational support, workforce management, customer escalation management, and service optimization initiatives.
• Establish operational KPIs, service metrics, performance standards, and executive reporting frameworks.
• Drive operational excellence programs focused on efficiency, quality, customer satisfaction, and scalability.
• Oversee service operations budgets, forecasting, resource allocation, and financial performance.
• Partner with executive leadership to develop long-term operational strategies that support business expansion.
• Build, mentor, and lead high-performing operational leadership teams across multiple functions and geographic regions.
• Implement process automation, workflow optimization, and technology modernization initiatives.
• Develop service governance models and operational frameworks that support consistent service delivery.
• Collaborate with Product, Technology, and Customer-facing teams to improve customer experiences and operational outcomes.
• Analyze operational performance trends and implement corrective actions when necessary.
• Lead customer retention, service quality improvement, and continuous improvement programs.
• Oversee risk management, regulatory compliance, and business continuity initiatives related to service operations.
• Support mergers, acquisitions, organizational transformation projects, and strategic growth initiatives.
• Represent Service Operations within executive leadership discussions, board-level presentations, and enterprise planning activities.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Technology, or a related discipline.
• MBA or advanced business degree strongly preferred.
• Minimum 12 years of progressive leadership experience in service operations, customer operations, business operations, or enterprise service delivery environments.
• At least 5 years of executive-level leadership experience managing large operational organizations.
• Proven success scaling service organizations while improving customer satisfaction and operational efficiency.
• Strong knowledge of operational excellence methodologies including Lean, Six Sigma, continuous improvement, and process optimization.
• Experience managing multimillion-dollar budgets, workforce planning, and enterprise operational strategies.
• Strong understanding of customer service delivery models, support operations, service management, and organizational performance metrics.
• Experience utilizing enterprise technology platforms, CRM systems, workforce management tools, and operational analytics solutions.
• Outstanding leadership, communication, presentation, negotiation, and stakeholder management skills.

Personal Capabilities and Qualifications

• Visionary executive leadership capabilities.
• Exceptional business and financial acumen.
• Strong operational strategy and execution skills.
• Outstanding communication and executive presence.
• Proven ability to lead organizational transformation initiatives.
• Strong decision-making and problem-solving capabilities.
• High level of accountability, integrity, and professionalism.
• Exceptional team-building and leadership development skills.
• Customer-focused mindset with a passion for service excellence.
• Ability to thrive within high-growth and rapidly evolving business environments.

Strategic Support

The VP of Service Operations serves as a key executive leader responsible for ensuring operational excellence across all service delivery functions. This role partners with Executive Leadership, Finance, Human Resources, Technology, Product, Customer Operations, and Business Strategy teams to optimize operational performance, strengthen customer relationships, improve scalability, and support enterprise growth initiatives.

Through strategic leadership, operational transformation, workforce optimization, financial management, customer experience enhancement, and continuous improvement programs, this position directly contributes to revenue growth, customer retention, organizational scalability, and long-term business success.

Working Conditions

• Fully Remote position within the United States.
• Executive-level work environment with flexibility to support business priorities.
• Regular virtual collaboration with executive leadership, customers, and operational teams.
• Periodic travel for leadership meetings, strategic planning sessions, industry conferences, and customer engagements.
• Fast-paced and highly collaborative environment supporting enterprise-wide operations.
• Company-provided technology, executive resources, and leadership development opportunities.

Job Function

The VP of Service Operations is responsible for leading enterprise service delivery strategies, operational performance management, workforce planning, customer experience optimization, financial oversight, process improvement initiatives, and organizational transformation efforts. This executive role ensures scalable, efficient, and customer-focused operations that support business growth, profitability, and operational excellence.

Compensation & Benefits

Compensation Package: $390,000 – $450,000 annually, based on executive leadership experience, operational expertise, industry background, and overall qualifications.

Our comprehensive executive benefits package includes:

• Annual executive performance bonus
• Long-term incentive and equity participation program
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement savings plan with company matching
• Flexible paid time off and executive holidays
• Paid parental and family leave
• Executive wellness and healthcare programs
• Home office and remote work reimbursement
• Leadership coaching and executive development opportunities
• Professional memberships and continuing education sponsorship
• Life, AD&D, and executive disability insurance
• Employee Assistance Program (EAP)
• Flexible remote work environment
• Career advancement opportunities within a rapidly growing enterprise technology organization

Why Join Us

Join a company where operational excellence, innovation, and customer commitment drive every decision. We empower our executives with the resources, technology, and autonomy needed to build exceptional organizations that create lasting value for customers, employees, and stakeholders.

As the VP of Service Operations, you will play a pivotal role in shaping enterprise strategy, leading transformational initiatives, developing world-class teams, and driving operational performance at scale. If you are passionate about leadership, operational excellence, and building high-performing organizations, we invite you to become part of our executive leadership team.