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