Role Summary
We are hiring a Vice President Onboarding & Implementation to lead and institutionalise end-to-end Customer Onboarding and Delivery Operations for a B2B SaaS organisation. The role is accountable for building a predictable, auditable, and scalable operating model that supports sustained growth, high customer satisfaction, and investor-grade governance.
This role requires a senior operator with strong execution depth and an analytics-first mindset, capable of making disciplined decisions under scale, complexity, and regulatory scrutiny while building leadership bench strength and operational resilience.
Core Responsibilities
1) Own Customer Onboarding & Delivery Outcomes
- Own end-to-end onboarding and delivery outcomes for mid-market and enterprise customers
- Ensure consistent customer outcomes, high-quality implementations, and stable post-go-live delivery
- Drive structured requirement discovery, solution alignment, and expectation management
- Own high-impact escalations and ensure timely, root-cause-driven resolution
2) Institutionalise Predictable TAT & Delivery Governance
- Establish predictable onboarding cycle times and delivery turnaround times (TAT) with low variance
- Govern ticket-driven change management including triage, prioritisation, scope control, and closure quality
- Build and enforce SOPs, standard workflows, quality gates, and approval frameworks
- Ensure delivery governance is process-driven and people-independent, reducing key-person risk
3) Metrics, Controls & Operating Governance
- Own operational performance through a robust metrics framework, including:
- Onboarding cycle time and go-live success rate
- Ticket SLA/TAT, backlog health, throughput, and ageing
- Quality metrics (rework, repeat issues, defect leakage)
- Escalations and customer satisfaction indicators
- Translate metrics into clear actions on capacity planning, investments, and cost control
- Run structured weekly, monthly, and quarterly operating reviews with corrective-action rigor
- Ensure metrics, reporting, and controls stand up to board and investor scrutiny
4) Capacity Planning, Cost Discipline & Scalability
- Own capacity planning, workload forecasting, and demand-supply alignment across teams
- Drive productivity improvement while maintaining predictable TAT and customer satisfaction
- Ensure cost-efficient scaling without operational risk or burnout
- Align with AOP on headcount planning, unit economics, and margin protection
5) Org Design, Leadership Depth & Culture
- Own org design, role clarity, and reporting structures across onboarding and delivery functions
- Build, scale, and mentor multi-layer leadership (Directors,Managers, Leads, ICs) with strong accountability
- Drive performance management, goal setting, capability development, and succession planning
- Build a culture of ownership, compliance, data-driven execution, and customer accountability
- Reduce founder and individual dependency through leadership depth and process maturity
Scope & Scale
- Lead teams of 100-150+ members across onboarding, delivery, and central operations
- Operate in a high-volume, ticket-driven B2B SaaS environment
- Serve mid-market and enterprise customers with complex and multi-stakeholder implementations
- Scale operations in line with rapid customer growth, product expansion, and geographic spread
Success Outcomes (6–12 Months)
- Stable, predictable onboarding and delivery operations with minimal variance
- Strong SLA adherence and controlled backlog across scale
- Reduced escalations and improved customer satisfaction
- Clear, auditable operating metrics and governance cadence
- Scalable org structure with leadership depth and succession readiness
- Operations function capable of running independently with minimal founder involvement
Ideal Candidate Profile
- 15–20+ years of experience in B2B SaaS Operations, Delivery, or Implementation
- Proven experience in institutionalising operations for scale and compliance.
- Strong execution leader with structured, data-backed decision-making approach
- Experience working closely with Finance, Product, and Leadership teams
- High ownership mindset with mature customer and stakeholder communication
- Strong analytics orientation with comfort in dashboards, forecasting, and operating reviews
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