סקירה כללית
A high-growth Fintech company is transforming the way merchants handle payment disputes through advanced AI and automation, enabling global businesses to recover lost revenue and simplify complex financial workflows. With ambitious growth plans and a strong product foundation, the organization is seeking an experienced and highly methodical Vice President of Customer Success Operations to join its executive leadership team. This role is intended for a senior operations leader capable of designing and executing scalable operating models across onboarding and delivery, customer support, and ongoing customer operations. This position is a cornerstone of the company’s long-term scale strategy. The Vice President of Commercial Operations will build and lead the commercial operational backbone that directly influences all major business KPIs
– from enterprise readiness and operational efficiency to customer experience and retention. The role will shape how the company delivers value to customers at scale and will be responsible for building a world-class commercial organization to support growth in 2026 and beyond. A strong emphasis will be placed on leveraging AI and automation to drive efficiency, reduce manual processes, and enable smarter, data-driven decision-making across all commercial operations. Your Mission: ● Build and manage support, onboarding, and customer ops teams and introduce professional execution standards, documentation, accountability frameworks and operating rhythms ● Recruit, mentor and develop top operational talent ● Own the full delivery cycle from pre-sale through scoping SoWs, delivering customer solutions, going live and ongoing needs
– ensure customer satisfaction ● Identify operational risks, bottlenecks and delivery gaps early and resolve them proactively ● Own response and resolution SLAs, onboarding SLAs and all operational quality measures ● Shorten days to onboard new customers ● Build a scalable operating system that will enable the company to support large enterprise customers with predictability, quality and speed. ● Partner closely with CS, Product and Engineering to ensure customer challenges turn into structured operational improvements and long-term product enhancements. ● Implement and champion AI-driven tools and automation across onboarding, support, workflows, and reporting to increase speed, accuracy, and operational capacity. Qualifications: ● 10+ years of experience in B2B Enterprise Operations / Delivery / Customer Operations, with 3+ years in a VP or Senior Director role ● Strong people leader who builds high-performing, empowered teams ● Collaborative, transparent, kind, and direct. ● Proven success building Operations teams from the ground up ● Organized, proactive and methodic manager with obsession for metrics, optimization, and delivering results on budget and SLA ● Deep understanding in technology ● Demonstrated experience in large scale delivery, solution customization to large enterprises or other large scale technical project management in an Enterprise environment ● Experience implementing AI or automation tools within operational environments (support, onboarding, analytics, workflow optimization)
– must ● Experience building, training and managing customer support teams ● Experience collaborating with R&D and Product leaders ● Domain familiarity in Fintech, Payments, or Fraud preferred. ● Native English; additional languages are an advantage.
דרישות המשרה
● 10+ years of experience in B2B Enterprise Operations / Delivery / Customer Operations, with 3+ years in a VP or Senior Director role ● Strong people leader who builds high-performing, empowered teams ● Collaborative, transparent, kind, and direct. ● Proven success building Operations teams from the ground up ● Organized, proactive and methodic manager with obsession for metrics, optimization, an
