VP, Operations
C
CheckmateRestaurant tech, SaaS
Workable workplace: remote; Workable locations: United StatesFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10+ years of progressive operational leadership experience in a tech/SaaS environment
- Required Skills
- Project ManagementCross-functional Team LeadershipSaaS
Requirements
- Bachelor's degree in Business, Computer Science, or a related field.
- 10+ years of progressive operational leadership experience in a tech/SaaS environment.
- Experience in restaurant tech, foodtech, or e-commerce delivery platforms is preferred.
- Demonstrated success leading cross-functional, multi-region teams, including US- and India-based organizations.
- Strong technical aptitude and experience interfacing with Engineering, Product, and Technical Account Management teams.
- Experience with executive-level customer communication, crisis management, and service performance improvement.
- Experience using operational metrics such as CSAT, SLAs, and time-to-onboard to improve performance.
- Operational leadership experience in high-growth, mid-sized SaaS environments.
- Strong project management, prioritization, and organizational skills.
- Ability to identify systemic issues and build scalable solutions.
Responsibilities
- Define and execute the operational strategy for Checkmate’s post-sale service organization.
- Lead, mentor, and scale the team across the US and India.
- Optimize onboarding and menu management workflows for efficiency, speed, and consistency.
- Own post-sale customer satisfaction, service delivery metrics, and operational performance standards.
- Act as executive sponsor and escalation point for key customers, resolving complex enterprise issues.
- Drive strategies to improve customer retention, reduce onboarding time-to-value, and ensure service continuity.
- Use AI-driven analytics to identify churn risks, customer friction, and opportunities to improve resolution times.
- Build agents and workflow automations across operations.
- Oversee Technical Account Management and partner with Engineering and Product on customer feedback and technical resolutions.
- Design scalable operational playbooks and drive cross-departmental alignment and process compliance.
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