VP of Operations

Vice President of Operations (VP, Operations)

Industry: POS Software / SaaS / AI / Cloud (AWS)
Reports To: CEO / COO

Position Overview

The Vice President of Operations will lead and scale operational strategy for a high-growth POS software company powered by cloud infrastructure (AWS) and AI-driven capabilities. This role is responsible for ensuring efficient delivery of products and services, optimizing internal processes, and aligning cross-functional teams (engineering, product, customer success, and support) to drive performance, scalability, and customer satisfaction.

Key Responsibilities

Operational Leadership & Strategy

• Define and execute operational strategy aligned with company growth targets
• Build scalable processes to support SaaS product delivery and customer onboarding
• Partner with executive leadership on forecasting, planning, and KPIs
• Drive operational excellence across all departments

Cloud & Infrastructure Operations (AWS)

• Oversee operational performance of cloud-based POS platform hosted on AWS
• Ensure high availability, scalability, and cost optimization of infrastructure
• Partner with engineering on DevOps, SRE, and system reliability initiatives
• Establish SLAs, uptime targets, and incident response protocols

AI & Data-Driven Operations

• Operationalize AI/ML capabilities within the POS platform (e.g., analytics, fraud detection, personalization)
• Leverage data insights to improve decision-making and efficiency
• Collaborate with data engineering and AI teams to scale intelligent automation
• Implement KPI dashboards and real-time reporting

Customer Operations & Support

• Lead customer onboarding, implementation, and support functions
• Improve customer experience, retention, and NPS
• Optimize support workflows, ticketing systems, and response times
• Scale operations to support enterprise and SMB clients

Process Optimization & Scalability

• Identify inefficiencies and implement automation where possible
• Standardize workflows across sales, onboarding, and support
• Drive continuous improvement initiatives (Lean, Six Sigma preferred)
• Manage vendor relationships and third-party integrations

Team Leadership

• Build and lead high-performing operations, support, and implementation teams
• Establish clear performance metrics and accountability structures
• Foster a culture of innovation, ownership, and data-driven execution

Qualifications

Required

• 1015+ years in operations leadership within SaaS, POS, fintech, or related industries
• Strong experience scaling cloud-based platforms (AWS environment preferred)
• Proven track record managing cross-functional teams (engineering, product, support)
• Experience implementing AI/ML-driven operational improvements
• Deep understanding of SaaS metrics (ARR, churn, CAC, LTV, etc.)

Technical Expertise

• Familiarity with AWS services (EC2, Lambda, S3, RDS, etc.)
• Understanding of DevOps, microservices architecture, and system scalability
• Experience with data analytics platforms and AI-driven tools
• Knowledge of POS systems, payment processing, or retail tech is a strong plus

Leadership Skills

• Strategic thinker with strong execution focus
• Excellent communication and stakeholder management skills
• Data-driven decision-making mindset
• Ability to operate in a fast-paced, high-growth environment

KPIs / Success Metrics

• Platform uptime and system reliability
• Customer satisfaction (NPS, CSAT)
• Operational efficiency (cost per transaction, support resolution time)
• Customer onboarding time and retention rates
• Scalability of infrastructure and operations

Nice-to-Have

• Experience in POS, payments, or retail SaaS
• Background in AI/ML product operations
• MBA or advanced degree