Vice President, Customer Operations

Summary

Join HackerOne as the Vice President of Customer Operations and lead a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. Architect and implement scalable, data-driven processes to enhance quality, efficiency, and customer satisfaction. Develop robust KPI frameworks, lead capacity and resource planning, and spearhead an AI-first operational transformation. Partner with Fortune 500 companies, solving complex cybersecurity challenges. This remote position offers flexibility with occasional in-person requirements. The ideal candidate is a strategic operator passionate about continuous improvement and exceptional customer outcomes.

Requirements

• 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership roles
• Proven success in building and scaling operational teams, processes, and reporting structures in a high-growth B2B or SaaS company
• Deep experience in KPI development, dashboard reporting, and leading business reviews with executive audiences
• Strong executive presence with experience engaging Fortune 500 customers and presenting to boards
• Exceptional analytical, first-principles problem-solving, and systems thinking skills, with a track record of data-driven decision-making in a high growth company
• Hands-on experience with operations tools, analytics platforms, and CRM or CS platforms (e.g., Salesforce, Zendesk, Gainsight)
• Hands-on experience with AI tooling and driving AI-first transformation
• Demonstrated ability to lead and inspire high-performing, cross-functional teams
• Comfortable navigating operational P&Ls and translating financial impact into operational plans
• Energetic, emotionally intelligent leader who thrives in high-velocity environments and consistently takes ownership to drive impactful outcomes

Responsibilities

• Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function taking ownership of outcomes to ensure long-term success and customer satisfaction
• Establish and maintain a comprehensive KPI framework and dashboard reporting—ranging from tactical functional metrics to board-level reporting
• Drive accountability and performance through clear SLAs, quality metrics, and service-level targets
• Implement data-driven decision-making practices; ensure data integrity and actionable insights across all operations
• Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans
• Optimize resource planning and allocation to meet current service demands and future growth goals
• Identify operational inefficiencies and drive systemic, sustainable improvements
• Build and scale organizational structures that support efficiency and long-term business growth
• Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution
• Enable a culture of continuous improvement and operational excellence
• Own and understand the operational P&L, using financial and customer data to inform decision

Preferred Qualifications

• Experience working in the cybersecurity industry, with a strong understanding of customer needs and security landscapes
• Track record of leadership through a company’s IPO

Benefits

• Health (medical, vision, dental), life, and disability insurance*
• Equity stock options
• Retirement plans
• Paid public holidays and unlimited PTO
• Paid maternity and parental leave
• Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act)
• Employee Assistance Program
• Flexible Work Stipend