Vice President - Customer Operations
No salary listed
Expert
London, UK
In Person
Customer Experience & Support
About the job
Requirements
- At least 6 years of progressive leadership experience managing customer operations and technical integrations teams within the software-as-a-service space.
- A proven track record demonstrating adherence to the Information Technology Infrastructure Library framework or a similar governance framework.
- Direct experience leading multidisciplinary operational teams across technical onboarding and global client support.
- Hands-on experience implementing automation, modern support stacks, and artificial intelligence workflows to improve team productivity and reduce operational overhead.
- Strong analytical capabilities and experience using operational data, including time-to-value, service-level agreements, customer satisfaction, margins, and related metrics, to drive execution and continuous improvement.
- Proven ability to collaborate with Sales, Product, and Customer Success leaders to support account expansion and retention goals.
- Experience applying the OGSM framework or a similar framework to translate high-level company vision into clear daily tasks.
Responsibilities
- Execute onboarding and integration strategies to accelerate platform deployment and reduce time-to-value for enterprise brands.
- Build and enforce standardized frameworks for client implementation into the centralized software-as-a-service platform architecture.
- Partner with Product and Engineering to streamline application programming interface workflows and eliminate technical integration bottlenecks.
- Direct multi-tier global technical support operations, enforcing service-level agreement compliance, high customer satisfaction and net promoter score ratings, and rapid resolution times.
- Operationalize artificial intelligence tools and automated support workflows to improve service quality while lowering cost to serve.
- Monitor frontline customer health indicators and operational telemetry to proactively identify and mitigate churn risks.
- Manage day-to-day operations, resource allocation, and project delivery for the managed services organization.
- Optimize gross margins and utilization rates across services teams while maintaining high standards of client delivery.
- Drive operational handoffs between Sales, Customer Success, and Services to support account expansion and net revenue retention.
- Lead, mentor, and build high-performing, data-driven teams across global onboarding, support, and delivery functions.
- Establish key operational performance metrics and use analytics to continually refine process efficiency.
- Serve as an operational escalation point for complex enterprise customer implementations and service delivery requirements.
Desired Qualifications
- Preferred system experience with Asana, Zendesk, Jira, and Salesforce.
About the company
Partnerize provides a platform that automates partnerships for B2B2C brands. It helps brands discover, recruit, optimize, and manage affiliate and partner programs, using a pay-for-outcome model so clients only pay for successful conversions. The product includes features for payment processing, brand safety, and fraud prevention, making it a single solution for managing partnerships. Compared with competitors, Partnerize emphasizes an end-to-end, performance-based approach with built-in security and payments, helping brands maximize ROI and minimize upfront costs. Its goal is to turn partnership channels into profit centers by aligning Partnerize's success with that of its clients through subscriptions and performance-based commissions.
Company Size
201-500
Company Stage
Growth Equity (Venture Capital)
Total Funding
$89.5M
Headquarters
Newcastle upon Tyne, United Kingdom
Founded
2010
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Simplify's Take
What believers are saying
- The April 2026 Lighthouse Program attracted Adobe, HubSpot, Marriott, Vox Media, and Away.
- Partnerize's July 2026 Zero-Click Commerce Index found 3.84x more influence than last-click captures.
- AAM certification and limited-release Publisher access strengthen trust with publishers negotiating AI-era compensation.
What critics are saying
- Impact.com, Awin, and PartnerStack undercut Partnerize on pricing, reviews, and partner marketplaces.
- VantagePoint adoption depends on enterprise publishers and brands validating a new compensation standard by 2026.
- If AI search citations replace clicks faster than adoption, Partnerize's legacy attribution revenue erodes.
What makes Partnerize unique
- VantagePoint, launched October 2025, monetizes AI-mediated, zero-click commerce beyond last-click attribution.
- Partnerize combines measurement, commissioning, and global payments into one auditable economic system.
- Konnecto acquisition added AI partner discovery, fraud scoring, and clickstream measurement in 2025.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- Health Savings Account/Flexible Spending Account
- Unlimited Paid Time Off
- Flexible Work Hours
- Remote Work Options
- Paid Vacation
- Paid Sick Leave
- Paid Holidays