Orderful

Compensation

Full Description

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.