Vice President Customer Operations
10 hours ago
Liverpool
Vice President Customer Operations (Hybrid | North West | 3 days office / 2 remote) Motive Group are supporting a high-growth B2B SaaS business as they hire a VP, Customer Operations to take executive ownership of the post-sales customer journey-from enterprise onboarding through in-life service and platform reliability. This is a true transformation role, bringing together DevOps / Service Operations, Client Delivery, and Service Delivery under a single accountable leader. You’ll introduce operational discipline, strengthen cross-functional execution, and build scalable processes that deliver predictable outcomes as the company grows. What you’ll lead: • End-to-end Customer Operations ownership across implementation, support and operational service, • DevOps / Service Operations: reliability, monitoring, incident response, capacity and change management, • Client Delivery: repeatable enterprise onboarding, implementation governance, documentation, handover into BAU, • Service Delivery: proactive support model, SLAs, escalations, performance metrics, customer confidence What success looks like (early): • Clear accountability across the customer lifecycle, • Reduced escalations and improved operational predictability, • More consistent onboarding timelines and time-to-value, • Stronger executive customer relationships and measurable improvements in CSAT / NPS and service KPIs What we’re looking for: • 10+ years in SaaS / enterprise technology, • Leadership across multiple post-sales functions (Delivery + Support + DevOps / Operations), • Proven operator at VP / Senior Director level building scalable operating models, • Strong understanding of enterprise implementations, managed services/support, and cloud environments (AWS preferred) Location: North West (Hybrid - 3 days per week in-office).