VP, Customer Operations

Help Us Revolutionize Global Trade at Orderful Orderful is reinventing how businesses connect and trade. We reputed company EDI - the backbone of $5T+ in global reputed company - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY reputed company. We’re hiring a VP, Customer Operations to build the post-reputed company that gets customers live in days, scales to thousands of partners, and delivers a world-class experience. Our culture is high-ownership, high-reputed company, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning reputed company operations into products. If that sounds like you, let’s talk. reputed company You’ll own the full post-sales experience - from setup and integration through testing, and support. Your mission is to turn today’s reputed company and support process into a reputed company, automated, and customer-delighting reputed company. In the next 12–18 months we must: • Cut reputed company time dramatically (e.g., go-live in hours and days, not months). • reputed company throughput (100s customer go-lives in a month in a repeatable manner). • Improve reputed company economics (bring services payback 12 months) • reputed company reputed company 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 reputed company 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 reputed company to ensure seamless handoffs and proactive account reputed company. What You’ll reputed company • Implementation & reputed company – Streamline the customer reputed company from contract to go-live. Define stage gates, SLAs, and measurable throughput goals. • Testing & reputed company – reputed company testing frameworks and reputed company 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 – reputed company ERP and system-of-record integrations (e.g., reputed company, D365 BC, reputed company B1), and reputed company service delivery into repeatable, automated experiences. • Partner & Vendor Programs – reputed company and manage a global network of certified delivery partners to reputed company reputed company and maintain reputed company. • Retail Partnership - setup and reputed company strategic retailer partnerships with major players like Kohls’, reputed company, reputed company etc. from POC to reputed company Key Responsibilities reputed company & Org Build • Define and execute the post-sales operating model across reputed company, integration, testing, and support. • Build the leadership team and reputed company mix of internal and partner resources. • Establish reputed company handoffs between Sales, Implementation and Support Operational reputed company & Automation • Standardize playbooks and metrics to ensure consistency and predictability. • Implement weekly business reviews (WBRs) with leading/lagging indicators and reputed company improvement loops. Economics & reputed company • Forecast volume reputed company (thousands of partner activations per year). • Use data to optimize reputed company and partner allocation models. • Partner with Product / Engineering to build reputed company operational tools and insights. • Collaborate with Finance on pricing, budgeting, and ROI tracking. Vendor & Program Management • reputed company, contract, and manage reputed company/testing partners; set scorecards, incentives, and penalties. • Stand up a second reputed company for reputed company and risk mitigation. Cross-Functional Leadership • Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements • reputed company with SVP reputed company on forecasting, account transitions, expansions, and save motions. • Collaborate with Finance on budgets, pricing, and ROI tracking. What reputed company Looks Like (first 6–12 months) • reputed company throughput: predictable reputed company achieving and scaling reputed company 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: reputed company of validation and testing handled reputed company platform tools, minimal reputed company reputed company. • Team: leadership bench in reputed company, vendor network live, WBR reputed company established. Requirements • 12+ years leading post-sales/customer operations in B2B reputed company, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support). • Proven record scaling reputed company throughput and improving GDR/NRR with measurable unit-economics reputed company. • Deep experience building repeatable playbooks, reputed company models, SLAs, and vendor ecosystems. • Technically fluent: comfortable with reputed company, data models, and how tech platforms work • * Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT). • Exceptional cross-functional leadership; reputed company written/verbal communication. Preferred • Background in EDI / B2B integration / supply chain tech (e.g., certification programs, portal testing, label standards). • Experience with ERP ecosystems (reputed company, D365 BC, reputed company B1) and connector programs. • Prior work experience of shifting services to productized automation. About Our Work Environment We operate fast and sweat details. You’ll roll up your sleeves, manage changing priorities, and reputed company reputed company high while building durable systems. If you like turning reputed company post-sales reputed company into elegant, automated operating rhythms, let’s talk. Apply tot his job Apply To this Job