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  "description": "Yet again, what would otherwise be a solid Eh, It's Probably Fine is getting thrown into Tread Carefully instead because there is no comp given. I guess I have job security after all?",
  "path": "/vp-customer-operations/",
  "publishedAt": "2026-02-17T03:43:00.000Z",
  "site": "https://www.jobs.supporthuman.cx",
  "tags": [
    "Orderful",
    "Closed",
    "Newsletter Issue",
    "VP, Customer Operations"
  ],
  "textContent": "## Orderful | No comp given\n\n⛔\n\n****This job is closed and no longer accepting applications.**** I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.\n\n👻\n\n****This is a suspected ghost job.**** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus.\n\n**Steph's Notes:**\n\n> We're building a strong team of people who find purpose in their work and support each other in the process. At Orderful, you'll have the opportunity to work with like-minded people, the autonomy to tackle challenges, and truly make an impact.\n\nIt's not that I hate this company intro, it's just that it's so generic. I swear I've read this on a hundred other Careers pages. It's the plain white bread of company pitches.\n\nTheir _Values_ are decent, if basic, but I do like that they included this bit (positive cultural signal!):\n\n> We provide a safe environment to learn and try new things.\n\nSeems like they have a diverse team (even in technical departments), and their testimonials are very sweet and people-centered (I also like that they took care to make sure the testimonials weren't just from white dudes).\n\nSo I think this might be the first time I've reviewed a VP, Customer Operations _and_ a Director, Customer Support from the same company, so I'm excited to see how they compare.\n\n> Orderful is reinventing how businesses connect and trade.\n\nAh yes, but then isn't everyone?\n\n> Our culture is high-ownership, high-tempo, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products.\n\n_Two_ startups in a row that didn't use \"fast-paced, startup environment\"?! I feel both overjoyed and deeply threatened. If this keeps up, will the jobs even need me anymore??? Who am I without yelling about lazy companies? FRIENDS, WHAT WILL I DO?\n\nGenuinely love the _Opportunity_ section and the very transparent explanation of what the role will need to accomplish in the next 12-18 months. It seems perhaps a little too ambitious to me, but at least the goals are appropriate for a VP, and you know the score going in and can decide if it's something you're willing to tackle.\n\n> Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed.\n\nThis is from the _What You'll Lead_ section and seems out of scope for a VP, Customer Operations, but maybe they mean CX quality?\n\n> Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences.\n> Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality.\n> Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale\n\nThese also seem like out-of-scope teams for this kind of role, but maybe that's just me!\n\nLove that they included a _What Success Looks Like_ section for the same reason I liked the _Opportunity_ section, and the role requirements are reasonable. The _About Our Work Environment_ bit strays dangerously close to a few BJB entries, but given their overall transparency, I'm willing to give them a pass.\n\nI think this sounds like another cool opportunity, although I'd ask about the scope of the role, given that at least a few of the teams they'd be overseeing are often separate departments.\n\nHowever, yet again, what would otherwise be a solid **Eh, It's Probably Fine** is getting thrown into **Tread Carefully** instead because there is no comp given. I guess I have job security after all?\n\n**Edit:** I heard from a reader that Orderful has posted some version of this role several times (and that they’d applied for at least 3 recently). Seems like it could be a 👻 Ghost job!\n\nNewsletter Issue\n\n* * *\n\n### Original Job Description: VP, Customer Operations\n\n### **Help Us Revolutionize Global Trade at Orderful**\n\nOrderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can **click-to-trade** with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with **2× YoY** growth. We’re hiring a **VP, Customer Operations** to build the post-sales engine that gets customers live in days, scales to thousands of partners, and delivers a world-class experience. Our culture is **high-ownership, high-tempo, and low-ego** - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.\n\n### **The Opportunity**\n\nYou’ll own the full post-sales experience - from setup and integration through testing, and support. Your mission is to turn today’s onboarding and support process into a scalable, automated, and customer-delighting engine. In the next 12–18 months we must:\n\n  * Cut onboarding time dramatically (e.g., **go-live in hours and days, not months**).\n  * Scale throughput (**100s customer go-lives in a month** in a repeatable manner).\n  * Improve core economics (bring services **payback ≤ 12 months)**\n  * Enable revenue teams to improve retention (**GDR toward 95%** , **NRR ≥ 110%**).\n  * Manage a network of 3rd party partners to help customers test and go-live with with trading partners (**100% testing through outsourced vendors, testing complete in days)**\n  * Deliver customer delight through a support team by delivering industry leading support **(time to first response <60 minutes, time to resolve < 1 business day) **\n  * Shift manual work to the product **(e.g., reducing testing time by 75% by end of 2026).**\n\n\n\nYou’ll partner tightly with Product and Engineering to encode operational know-how into the product and with Revenue to ensure seamless handoffs and proactive account outcomes.\n\n### **What You’ll Lead**\n\n  * **Implementation & Onboarding – **Streamline the customer journey from contract to go-live. Define stage gates, SLAs, and measurable throughput goals.\n  * **Testing & Quality –** Modernize testing frameworks and leverage automation to ensure reliability and speed.\n  * **Customer Support –** Build a proactive, data-driven support model that improves customer health, reduces escalations, and increases retention.\n  * **Integration & Automation – **Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences.\n  * **Partner & Vendor Programs – **Develop and manage a global network of certified delivery partners to augment capacity and maintain quality.\n  * **Retail Partnership** - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale\n\n\n\n### **Key Responsibilities**\n\n**Strategy & Org Build**\n\n  * Define and execute the post-sales operating model across onboarding, integration, testing, and support.\n  * Build the leadership team and scalable mix of internal and partner resources.\n  * Establish clear handoffs between Sales, Implementation and Support\n\n\n\n**Operational Excellence & Automation**\n\n  * Standardize playbooks and metrics to ensure consistency and predictability.\n  * Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops.\n\n\n\n**Economics & Capacity**\n\n  * Forecast volume growth (thousands of partner activations per year).\n  * Use data to optimize staffing and partner allocation models.\n  * Partner with Product / Engineering to build scalable operational tools and insights.\n  * Collaborate with Finance on pricing, budgeting, and ROI tracking.\n\n\n\n**Vendor & Program Management**\n\n  * Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties.\n  * Stand up a second source for capacity and risk mitigation.\n\n\n\n**Cross-Functional Leadership**\n\n  * Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements\n  * Align with SVP Revenue on forecasting, account transitions, expansions, and save motions.\n  * Collaborate with Finance on budgets, pricing, and ROI tracking.\n\n\n\n### **What Success Looks Like (first 6–12 months)**\n\n  * **Onboarding throughput:** predictable playbook achieving and scaling beyond 100 partner go-lives per week\n  * **Time-to-live:** for customers with trading partners in network, go-live in P95 <9 days\n  * **Economics:** payback ≤ 12 months for using external testing vendors\n  * **Automation:** majority of validation and testing handled via platform tools, minimal manual intervention.\n  * **Team:** leadership bench in place, vendor network live, WBR cadence established.\n\n\n\n### **Requirements**\n\n  * 12+ years leading post-sales/customer operations in B2B SaaS, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support).\n  * Proven record scaling onboarding throughput and improving GDR/NRR with measurable unit-economics gains.\n  * Deep experience building repeatable playbooks, capacity models, SLAs, and vendor ecosystems.\n  * Technically fluent: comfortable with APIs, data models, and how tech platforms work\n    * Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT).\n  * Exceptional cross-functional leadership; crisp written/verbal communication.\n\n\n\n### **Preferred**\n\n  * Background in EDI / B2B integration / supply chain tech (e.g., certification programs, portal testing, label standards).\n  * Experience with ERP ecosystems (NetSuite, D365 BC, SAP B1) and connector programs.\n  * Prior work experience of shifting services to productized automation.\n\n\n\n### **About Our Work Environment**\n\nWe operate fast and sweat details. You’ll roll up your sleeves, manage changing priorities, and keep quality high while building durable systems. If you like turning complex post-sales chaos into elegant, automated operating rhythms, let’s talk.",
  "title": "VP, Customer Operations",
  "updatedAt": "2026-02-23T15:57:19.365Z"
}