📍United States
Vice President, Customer Operations

HackerOne
💵 $240k-$282k
📍Remote - United States
Please let HackerOne know you found this job on JobsCollider. Thanks! 🙏
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
Share this job:
Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Similar Remote Jobs
📍United States
📍Worldwide
📍Worldwide
📍Worldwide
💰$120k-$200k
📍Worldwide

📍United States
📍United States
📍Worldwide