Vp Of Operations Jobs

About The Position

Requirements

• The Quantitative Operator: You have scaled operations from early-stage to high-volume environments. You don't just "oversee" metrics; you live in the data and understand exactly how unit economics shift as a company moves from thousands to millions of customers.
• The Architect of Efficiency: You have a sophisticated understanding of ROI governance. You can distinguish between "busy work" and true operational lift, ensuring no resources are wasted on inefficient or unnecessary processes.
• Analytical Rigor: You are deeply comfortable with complex data sets, financial modeling, and leveraging AI to accelerate output. You view the operational funnel as a series of interconnected systems to be orchestrated together.
• Strategic GTM Intuition: You have a proven track record of "cracking the code" on complex operational challenges, whether entering new product categories or implementing new service technologies.
• High-Stakes Communication: You can translate board-level objectives into a clear operational plan and communicate concise narratives to diverse audiences, from frontline agents to the C-Suite.
• Experimental Velocity: You have a track record of building "testing machines" within operations, establishing the frameworks and tooling to manage multiple transformation projects in parallel.

Responsibilities

• Operations Strategy & Service Delivery: Own the end-to-end operating model for Customer Support, Fraud Operations & Strategy, and Back Office Operations. You will set the standard for service quality while leading team leaders to execute with clinical precision.
• P&L & Unit Economic Stewardship: Act as the bridge between Customer Operations and Finance. You are responsible for cost-to-serve and customer outcomes, designing a model that scales 10x without a proportional increase in cost, balancing best-in-class efficiency with a rising standard of customer quality.
• Customer Lifecycle Integration: Ensure our Operations teams are not a silo but a core part of the Customer Lifecycle framework. You will orient every touchpoint to advance a "win-win" relationship, leaving customers better informed and more confident, rather than merely "unblocked".
• Operations Program Ownership: Serve as the business owner for the cross-functional workstream transforming Neo's operations infrastructure. You will partner with Product, Engineering, AI, and Data Science to steer the roadmap for next-generation operational tools.
• Platform Design & AI Orchestration: In partnership with technical teams, shape the strategic investment in AI-assisted infrastructure. You will evaluate build-vs-buy decisions and hold the organization accountable for realizing efficiency gains while delivering world-class customer outcomes.
• Proactive Friction Reduction: Champion the voice of the customer to get "upstream" of support issues. You will ensure Neo anticipates customer needs, bridging the gap between high-efficiency resolution and a premium brand experience.

Benefits

• All team members have a stake in Neo’s success and earn meaningful equity through stock options.