Vice President Operations
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Key skills for this role
About the Role
Superchat AI is seeking a Vice President of Operations to build and scale the operational infrastructure for an AI-powered personal assistant platform. The role oversees business operations, vendor management, customer success, remittance operations, and process automation.
Key Skills for This Role
Responsibilities
- Develop and execute the company's operational strategy.
- Translate business goals into scalable operational plans.
- Establish operational KPIs across all business units.
- Drive operational excellence across the organization.
- Build processes that support rapid growth and expansion.
- Build and manage the vendor ecosystem across all markets.
- Develop vendor onboarding, performance, and quality frameworks.
- Establish SLAs and performance standards.
- Manage vendor acquisition and expansion strategies.
- Ensure consistent fulfillment quality and reliability.
- Oversee operational performance of remittance and payment products.
- Work closely with compliance, product, and partnerships teams.
Requirements
- 10+ years of experience in Operations, Business Operations, Marketplace Operations, Payments or FinTech Operations, or Customer Operations
- Experience leading teams in high growth technology companies
- Experience scaling multi market operations
- Startup and scale up experience strongly preferred
- Strong understanding of business models, unit economics, and operational scalability
- Experience managing growth, revenue, and operational performance simultaneously
- Ability to balance strategic planning with hands on execution
- Proven experience leading large cross functional teams
- Exceptional stakeholder management abilities
- Strong communication and decision making skills
- Ability to operate effectively in fast paced environments
- Strong data driven mindset
Full Job Posting
Role Overview
- The VP of Operations will be responsible for building and scaling the operational backbone of Superchat AI.
- This executive leadership role will oversee: Business Operations, Vendor & Partner Operations, Customer Success, Marketplace Operations, Remittance Operations, Operational Analytics, Process Automation, Cross Functional Execution.
- You will work directly with the CEO and leadership team to ensure Superchat can scale efficiently while maintaining exceptional customer experience and operational excellence.
Key Responsibilities
- Operational Strategy & Leadership: Develop and execute the company's operational strategy; Translate business goals into scalable operational plans; Establish operational KPIs across all business units; Drive operational excellence across the organization; Build processes that support rapid growth a
- Marketplace & Vendor Operations: Build and manage the vendor ecosystem across all markets; Develop vendor onboarding, performance, and quality frameworks; Establish SLAs and performance standards; Manage vendor acquisition and expansion strategies; Ensure consistent fulfillment quality and reliabili
- Remittance & Payments Operations: Oversee operational performance of remittance and payment products; Work closely with compliance, product, and partnerships teams; Optimize transaction success rates and customer experience; Improve operational controls around fraud, AML, and risk management; Suppor
- Customer Success & Service Operations: Build scalable customer support and customer success functions; Define and monitor customer experience KPIs; Improve customer satisfaction and retention; Develop escalation and issue resolution frameworks; Create systems that proactively reduce customer frictio
- Partnerships & Strategic Operations: Support expansion through strategic partnerships; Develop operational frameworks for partner onboarding and management; Work with banks, payment providers, vendors, and strategic partners; Ensure operational readiness for new product launches and partnerships.
- Process Improvement & Automation: Identify operational bottlenecks and inefficiencies; Implement automation and AI driven workflows; Optimize cost structures while maintaining service quality; Standardize processes across markets and business units.
- Data & Performance Management: Develop operational dashboards and reporting frameworks; Monitor key metrics across Growth, Revenue, Vendor performance, Customer success, Transaction operations; Use data to drive decision making and continuous improvement.
- Team Leadership: Build and lead high performing operations teams; Establish a culture of accountability and execution; Recruit, develop, and mentor future leaders; Create organizational structures that support scale.
Requirements
- Experience: 10+ years of experience in Operations, Business Operations, Marketplace Operations, Payments or FinTech Operations, Customer Operations; Experience leading teams in high growth technology companies; Experience scaling multi market operations; Startup and scale up experience strongly pref
- Commercial & Strategic Skills: Strong understanding of business models, unit economics, and operational scalability; Experience managing growth, revenue, and operational performance simultaneously; Ability to balance strategic planning with hands on execution.
- Leadership Skills: Proven experience leading large cross functional teams; Exceptional stakeholder management abilities; Strong communication and decision making skills; Ability to operate effectively in fast paced environments.
- Analytical Skills: Strong data driven mindset; Experience building KPI frameworks and operational dashboards; Ability to identify trends, risks, and growth opportunities through data.
Key KPIs
- Growth & Revenue: Revenue growth, Transaction volume, Market expansion success.
- Operations: Fulfillment success rate, Vendor SLA performance, Operational efficiency.
- Customer Success: CSAT / NPS, Resolution time, Customer retention.
- Payments & Remittance: Transaction success rate, Fraud loss rate, Compliance adherence.
What Success Looks Like Within the first 12 months
- Scalable operational infrastructure across all markets.
- Strong vendor and partner ecosystem.
- Best in class customer experience.
- Improved operational efficiency and automation.
- Successful expansion into new markets.
- Clear visibility across all operational KPIs.
Why Join Superchat AI
- Build the operational engine of a rapidly growing AI company.
- Work across AI, payments, remittance, and marketplace operations.
- Direct impact on growth, revenue, and expansion.
- High ownership and leadership visibility.
- Opportunity to shape the future of AI powered commerce and financial services.
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