Head of Customer Operations

Head of Customer Operations

Overview

Join Veras, a fast-growing healthtech startup in Lehi, UT, as our Head of Customer Operations. Work in-office with a small, high-ownership team building the platform that powers workforce management for senior care facilities across the country. You'll run Customer Operations end to end: implementation, account management and support, and build the system that gets operators live, keeps them successful and turns what we learn into a better product.

You'll lead a team of Account Managers, Implementation Specialists, a Senior Product Specialist for Time & Attendance and Payroll, and Support, and partner every day with Sales, Revenue Operations, Product and Engineering.

About Veras

Veras is an early-stage startup backed by NFX (early investors in DoorDash and Lyft) and Spencer Rascoff (Zillow co-founder) building vertical SaaS for long-term care and senior living. The industry is massive — and it's been neglected by technology for decades. Facilities managing thousands of employees still rely on clunky, disconnected systems built by giant generalist companies that don't understand their world. We're changing that.

Building since April 2024, we've already witnessed strong adoption with over 30,000 people across 500+ facilities using Veras today for scheduling and workforce management, and we're expanding to become the operating system for long-term care. Our goal is to be the single platform that replaces the patchwork of outdated tools these organizations are stuck with — and bring long-term care into the modern era.

Our values:

• Live Golden — be the example you want to see
• Seek Kaizen — never stop improving
• Be a Founder — take ownership, take risks
• Enjoy the Journey — work hard, play hard, celebrate the ride

See what we're building at app.veras.com.

What You'll Do

• Lead and coach the Customer Operations team across implementation, account management and support
• Set standards and playbooks for each product, and keep the implementation playbook current
• Track team metrics: time to value, adoption and ticket quality
• Plan team capacity against signed deals, together with Revenue Operations
• Handle operational escalations and unblock the team
• Be the single point of contact for Product: bring one filtered, prioritized list of feature requests and bug fixes from Account Managers, Support and Revenue Operations, and bring roadmap updates back to the team
• Own one or two strategic accounts directly
• Hire, onboard and develop the team

What We're Looking For

• Experience running a 10 to 25 person delivery organization as a Director of Implementation, Professional Services or Customer Operations, ideally at a vertical SaaS or HCM company
• A builder-operator: you create the system instead of rescuing every implementation yourself
• Strong coach and communicator, comfortable with administrators, DONs, schedulers and executives
• Hungry and high-initiative, ready to own an entire function
• Data-minded: you manage the team by the numbers and know which ones matter
• Comfortable working closely with Product and Engineering on what to build next
• Experience with long-term care, senior living or healthcare operations a plus

Why Join Veras?

• Own the customer experience for a fast-growing platform, with customers relying on the team and systems you build
• Join a massive market opportunity in one of the largest and most underserved industries in tech
• Learn directly from experienced founders and operators who are building alongside you every day
• Be part of a team that works hard and plays hard — team outings, hackathons, quality swag, and a culture that actually means it when we say "enjoy the journey"
• Competitive salary and meaningful equity in an early-stage company with real momentum

Interested?

We'd love to hear from you. Apply now or reach out directly if you're curious and want to learn more.

[email protected]