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VP of Operations

InfoPeople

Needham, MA

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JOB DETAILS
SKILLS
AWS Lambda, Alliance/Partner Marketing, Amazon Elastic Compute Cloud (EC2), Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Automation, Business Administration, Business Strategy, Cloud Computing, Cloud-Based Hosting, Communication Skills, Continuous Improvement, Cost Control, Cross-Functional, Customer Experience, Customer Retention/Renewal, Customer Satisfaction, Data Analysis, DevOps, Forecasting, High Availability, High Tech Industry, Incident Response, Leadership, Lean Six Sigma, LifeTime Value (LTV), Metrics, Microservices, Onboarding, Operational Improvement, Operational Strategy, Operational Support, Payment Processing, Performance Analysis, Performance Metrics, Point of Sale (POS) Software, Point of Sale (POS) Systems, Process Improvement, Product Support, Reporting Dashboards, Retail, Sales, Scalable System Development, Service Delivery, Service Level Agreement (SLA), Software as a Service (SaaS), Supplier Relationship Management (SRM), Systems Reliability, Systems Scalability, Team Lead/Manager, Vendor/Supplier Relations
LOCATION
Needham, MA
POSTED
23 days ago

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

About the Company

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InfoPeople