Vice President, Customer Operations

Vice President, Customer Operations

HackerOne is seeking a transformative Vice President of Customer Operations to orchestrate a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation.

In this role, you'll architect and implement scalable, data-driven processes that enhance quality, efficiency, and customer satisfaction. You will develop robust KPI frameworks, lead capacity and resource planning, and spearhead an AI-first operational transformation across our customer delivery functions. The ideal candidate is a structured, strategic operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale.

You'll partner with some of the world's most influential Fortune 500 companies, solving complex challenges at the intersection of cybersecurity, innovation, and customer success. This role reports to the SVP, Customer and Community Operations and can be located in San Francisco, Seattle, Austin, or Washington D.C.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. While a candidate in the San Francisco area is preferred, we are open to candidates located in Seattle, Austin, Washington D.C., or San Francisco, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

What You Will Do

• Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function taking ownership of outcomes to ensure long-term success and customer satisfaction.
• Establish and maintain a comprehensive KPI framework and dashboard reportingranging from tactical functional metrics to board-level reporting.
• Drive accountability and performance through clear SLAs, quality metrics, and service-level targets.
• Implement data-driven decision-making practices; ensure data integrity and actionable insights across all operations.
• Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans.
• Optimize resource planning and allocation to meet current service demands and future growth goals.
• Identify operational inefficiencies and drive systemic, sustainable improvements.
• Build and scale organizational structures that support efficiency and long-term business growth.
• Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution.
• Enable a culture of continuous improvement and operational excellence.
• Own and understand the operational P&L, using financial and customer data to inform decision.

Minimum Qualifications

Preferred Qualifications

Job Benefits :

We're committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR).

Visa / work permit sponsorship is not available.

Employment at HackerOne is contingent on a background check.

HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

For US based roles only : Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.