VP, Service Delivery & Operations
About the Team
At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations.
We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.
About the Role
The VP, Service Delivery & Operations is responsible for the strategic leadership and execution of all post-sale service fulfillment and operations. This role ensures customers receive timely, accurate, and efficient delivery of their services and plays a critical role in supporting company growth, customer satisfaction, and revenue realization. This role will define the vision for the fulfillment operations team, scale infrastructure and processes to meet business demands, own the forecasting and finances of their team, and lead teams in delivering a consistent, high-quality experience across the customer lifecycle.
A core focus of this role is driving operational efficiency through streamlined workflows, optimized resource planning, clear lines of ownership, and scalable systems.
How you’ll Contribute:
- Lead the strategic direction, as well as the day-to-day execution of all post-sale service fulfillments
- Define and evolve the long-term vision for fulfillment operations, ensuring alignment with business goals and customer expectations
- Build and scale infrastructure, systems, and processes that support efficient, repeatable delivery as we scale
- Drive operational efficiency by streamlining workflows, improving resource planning, and introducing automation where appropriate
- Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to ensure seamless customer handoffs and successful service delivery
- Establish and monitor data to evaluate delivery performance, customer activation, and fulfillment timelines
- Serve as the senior escalation point for delivery-related issues, working cross-functionally to resolve blockers and risks
- Hire, develop, and lead high-performing teams focused on customer delivery and operational excellence
- Partner with finance to roadmap the team’s growth needs and costs
- Partner with executive leadership to influence broader company strategy and planning based on fulfillment capacity and performance
Who you are:
- 10+ years of experience in post-sale delivery, implementation, or service operations within a SaaS or technology environment
- 5+ years in a senior leadership role with experience setting and executing strategic direction at scale
- Proven success building and optimizing operational processes that support high-growth, fast-paced environments
- Strong track record of improving operational efficiency through systems, automation, and structured planning
- Experience managing cross-functional teams and collaborating effectively across Sales, Product, and Engineering
- Skilled in using data to drive decisions, evaluate performance, and manage capacity
- Deep understanding of SaaS delivery models, customer onboarding, and post-sale service design
- Comfortable working in ambiguity and solving complex problems with structured thinking
- Strong communication and leadership skills, with the ability to influence at all levels of the organization
- Proficient with relevant tools such as Salesforce, JIRA, project management software, and workflow automation platforms
Our Values:
- Relentlessly Prioritize the Customer
- Own Outcomes
- Be Straightforward
- Act Now & Iterate
- Grit
- Decide with Data
- Hire and Develop A Players
- Be Coachable
- Organize and Plan
- Expect and Embrace Change
Benefits and Perks:
- Work with a talented but humble team
- Competitive compensation and equity
- Weekly paid family meal
- 401k, medical, dental, and vision insurance
- Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
- 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
- To support remote work conditions, AudioEye provides each employee a one-time stipend of $300
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com. Any outreach claiming to be from AudioEye via other sources should be ignored.
Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process. Please email accommodations@audioeye.com if you require an accommodation.
Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to. Thank you for your understanding and cooperation.
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