VP of Service Excellence and Operations

Applecart • New York City, NY

1d • $200,000 - $250,000 • Hybrid

About The Position

We’re looking for a VP of Service Excellence & Operations to build and scale Applecart’s Post-Sales Center of Excellence (CoE), which includes Applecart’s Insights & Reporting and Media Operations subfunctions. Applecart proves the value of our solution primarily through compelling reporting and insights that we provide to our C-level clients. Our CoE must be capable of consistently converting raw data to high-quality reporting and insights that are sufficiently tailored to resonate with each client’s specific business challenges and objectives while operating in a manner that can scale to support 1,000+ clients. As such, this role is critical to the evolution of our managed services function and sits at the intersection of client value and ROI. The ideal leader for this role comes from a SaaS background or consulting/agency, and has scaled post‑sales delivery, standardized processes, and turned data into outcomes for C-level audiences. You’ll own the operating model, tooling, and delivery excellence that powers this important function. This role reports to the SVP of Account Management & Growth.

Requirements

• 12+ years in post‑sales leadership, ideally in professional services, consulting/agency, or SaaS; 6+ years leading multi‑disciplinary teams
• Proven track record building/leading a Center of Excellence or large‑scale delivery operation
• Deep experience across analytics/BI, data storytelling, and KPI frameworks
• Hands‑on familiarity with media operations (paid search/social, programmatic) and measurement
• Strong operational toolkit: process design, change management, SOP/capacity planning, and scaled onboarding/enablement
• Financial acumen for services P&L, utilization, realization, and pricing/packaging
• Executive presence with C‑suite; excellent written and verbal communication

Responsibilities

• Developing, driving, and iterating on our CoE strategy and operating model
• Create systems and processes that support Applecart providing its high-touch reporting and insights to 10x the number of clients Applecart has today
• Build a standardized delivery model (e.g., process, SLAs, QA, change management) that balances quality, speed, and margin
• As this is a newly established role, establish the CoE charter, governance, and knowledge management
• Build a culture of operational rigor, curiosity, inclusion, and continuous improvement
• Drive consistent delivery excellence across all accounts; institute tiering and service levels by customer segment for optimal client outcomes
• Partner with Finance and Revenue Operations on services P&L levers: utilization, realization, COGS, margins
• Oversee media strategy, activation, trafficking, QA, and optimization across key platforms
• Ensure tooling and workflow (briefs, tags, pixels, integrations) are robust and automated

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 101-250 employees