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.