> ## Content Index > Fetch the complete content index at: https://supporthuman.cx/llms.txt > Use this file to discover other available public pages before exploring further. # VP, Customer Operations - URL: https://supporthuman.cx/jobs/vp-customer-operations/ - Published: 2026-02-17T03:43:00.000Z - Updated: 2026-08-07T22:07:31.000Z - 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? - Author: Steph Lundberg - Tags: Orderful, Tread Carefully, Support, Executive, Full-time, United States, Canada, No comp given, Closed, Ghost Job?, #Import 2026-08-07 19:16, #job, Remote ## [Orderful](https://www.orderful.com/about/careers?ref=supporthuman.cx#openPositionsSection-3) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****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. **Steph's Notes:** > 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. It'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. Their *Values* are decent, if basic, but I do like that they included this bit (positive cultural signal!): > We provide a safe environment to learn and try new things. Seems 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). So 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. > Orderful is reinventing how businesses connect and trade. Ah yes, but then isn't everyone? > 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. *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? Genuinely 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. > Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed. This is from the *What You'll Lead* section and seems out of scope for a VP, Customer Operations, but maybe they mean CX quality? > Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. > Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. > Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale These also seem like out-of-scope teams for this kind of role, but maybe that's just me! Love 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. I 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. However, 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? **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! [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [VP, Customer Operations](https://ats.rippling.com/en-US/orderful/jobs/1eb006e8-6ac8-4cc9-b36b-223b758f8413?ref=supporthuman.cx) ### **Help Us Revolutionize Global Trade at Orderful** Orderful 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. ### **The Opportunity** You’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: - Cut onboarding time dramatically (e.g., **go-live in hours and days, not months**). - Scale throughput (**100s customer go-lives in a month** in a repeatable manner). - Improve core economics (bring services **payback ≤ 12 months)** - Enable revenue teams to improve retention (**GDR toward 95%**, **NRR ≥ 110%**). - 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)** - Deliver customer delight through a support team by delivering industry leading support **(time to first response <60 minutes, time to resolve < 1 business day)** - Shift manual work to the product **(e.g., reducing testing time by 75% by end of 2026).** You’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. ### **What You’ll Lead** - **Implementation & Onboarding –** Streamline the customer journey from contract to go-live. Define stage gates, SLAs, and measurable throughput goals. - **Testing & Quality –** Modernize testing frameworks and leverage automation to ensure reliability and speed. - **Customer Support –** Build a proactive, data-driven support model that improves customer health, reduces escalations, and increases retention. - **Integration & Automation –** Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. - **Partner & Vendor Programs –** Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. - **Retail Partnership** \- setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale ### **Key Responsibilities** **Strategy & Org Build** - Define and execute the post-sales operating model across onboarding, integration, testing, and support. - Build the leadership team and scalable mix of internal and partner resources. - Establish clear handoffs between Sales, Implementation and Support **Operational Excellence & Automation** - Standardize playbooks and metrics to ensure consistency and predictability. - Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops. **Economics & Capacity** - Forecast volume growth (thousands of partner activations per year). - Use data to optimize staffing and partner allocation models. - Partner with Product / Engineering to build scalable operational tools and insights. - Collaborate with Finance on pricing, budgeting, and ROI tracking. **Vendor & Program Management** - Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties. - Stand up a second source for capacity and risk mitigation. **Cross-Functional Leadership** - Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements - Align with SVP Revenue on forecasting, account transitions, expansions, and save motions. - Collaborate with Finance on budgets, pricing, and ROI tracking. ### **What Success Looks Like (first 6–12 months)** - **Onboarding throughput:** predictable playbook achieving and scaling beyond 100 partner go-lives per week - **Time-to-live:** for customers with trading partners in network, go-live in P95 <9 days - **Economics:** payback ≤ 12 months for using external testing vendors - **Automation:** majority of validation and testing handled via platform tools, minimal manual intervention. - **Team:** leadership bench in place, vendor network live, WBR cadence established. ### **Requirements** - 12+ years leading post-sales/customer operations in B2B SaaS, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support). - Proven record scaling onboarding throughput and improving GDR/NRR with measurable unit-economics gains. - Deep experience building repeatable playbooks, capacity models, SLAs, and vendor ecosystems. - Technically fluent: comfortable with APIs, data models, and how tech platforms work - Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT). - Exceptional cross-functional leadership; crisp written/verbal communication. ### **Preferred** - Background in EDI / B2B integration / supply chain tech (e.g., certification programs, portal testing, label standards). - Experience with ERP ecosystems (NetSuite, D365 BC, SAP B1) and connector programs. - Prior work experience of shifting services to productized automation. ### **About Our Work Environment** We 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.