VP of Customer Operations

This is a fully remote position, open to applicants in Utah.

📋 Description

• Build and oversee Atomic's customer support and implementation departments.

• Set service levels, escalation processes, playbooks, tools, and workflows.

• Manage the onboarding process from the moment a contract is signed until production launch.

• Ensure timely delivery and high-quality launches.

• Act as the senior point of contact for customer escalations.

• Collaborate with Engineering on defect triage, incident response, and post-incident evaluations.

• Implement daily monitoring of customer health metrics, including volume, conversion rates, errors, and account performance.

• Develop and lead operations specialists integrated within customer pods.

• Partner with Account Executives to safeguard retention and identify expansion opportunities.

• Leverage AI and workflow automation to eliminate manual tasks, lower service costs, and enhance customer experience.

• Define and manage customer operations metrics and scorecards in collaboration with Data and Analytics.

• Interpret trends into actionable insights for senior leadership and the board.

• Transform support trends and implementation challenges into constructive feedback for Product and Engineering.

• Collaborate with Compliance and Finance on audits, due diligence, contract renewals, and billing processes.

⛳️ Requirements

• Over 10 years of experience in customer-facing operations, implementation, support, customer success, or professional services.

• At least 5 years of experience in a leadership role.

• Proven experience in building or revitalizing support and implementation functions, ideally in an API-first B2B software environment.

• Experience working with financial institutions or other heavily regulated sectors, including procurement, vendor management, security reviews, and due diligence.

• Strong comprehension of API-based and embedded products.

• Capability to adhere to an integration plan and engage credibly with engineers without being an engineer.

• Proven track record of utilizing automation, AI, and workflow tools to enhance customer operations.

• Strong analytical skills with the ability to define customer health indicators and reporting metrics.

• Ability to communicate clearly and directly with customers, executives, and frontline teams.

• Experience in fintech, embedded finance, or payments is a plus.

• Familiarity with Pylon and Linear is advantageous.

• Experience in recovering high-risk or underperforming customer relationships is desirable.

• Must be a U.S. citizen or have authorization to work in the United States without sponsorship.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan.

• Equity through stock options.

• Remote-first work environment.

• Unlimited paid time off (PTO).

• Ten company-paid holidays.

• Office closure from Christmas to New Year.

• Opportunities for continuing education.

• Paid parental leave.

• Bonus opportunities available.