Fullsteam · 1 month ago
Vice President of Operations (Field Services Software)
United States
Full-time
Remote
Director/Executive
7+ years expFullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. The Vice President of Operations will be responsible for accelerating Vonigo’s Field Service client onboarding and optimizing operational efficiency across the customer journey while driving product execution through a structured roadmap.
PaymentsSoftware
Responsibilities
Own the client relationshp and onboarding journey—reduce time-to-value to <30 days for SMB and <60 days for mid-market/franchise field services customers
Build standard operating procedures (SOPs), automation, and playbooks for repeatable and scalable onboarding
Partner with Strategic Accounts, CS, and Sales to eliminate handoff friction and improve customer activation and retention
Implement KPIs for onboarding efficiency: activation rate, TTV, customer health during onboarding, and expansion readiness
Collaborate with Product and Engineering to define and execute a product roadmap focused on usability, scalability, and ICP alignment
Translate customer feedback and field insights into clear product requirements and user stories (PRDs)
Work hands-on with C#/.NET developers to prioritize backlog, feature releases, and cross-team delivery timelines
Identify feature gaps for Maid, Junk, Home Services, and Franchise industries and drive roadmap prioritization to address them
Tighten Vonigo’s ICP and niche market positioning within franchise services and key verticals
Partner with GTM to develop packaging and onboarding tiers (SMB, Growth, Enterprise)
Serve as the internal voice of the customer—run VOC loops, QBR insights, churn feedback loops, and onboarding NPS
Build or expand Vonigo’s top tier customer relationships
Lead internal operational systems to support scale (GuideCX/Asana/Jira/HubSpot/Salesforce—based on environment)
Develop capacity models and resourcing plans for onboarding and product teams
Implement continuous improvement using Lean/Six Sigma or similar frameworks
Direct P&L oversight for a multi-million-dollar SaaS portfolio, including ARR growth, backlog realization, and EBITDAC performance across core product lines and custom development projects
Partner with leadership to build and manage annual budgets, quarterly forecasts, and '6+6' reforecasts, ensuring alignment with revenue targets and operational efficiency goals
Oversee billing accuracy, contract renewals, and pricing compliance to ensure correct revenue recognition and margin integrity within NetSuite and Salesforce tie-outs
Implemented cost-control measures that reduced monthly operating expenses through vendor optimization, contractor rationalization, and cross-functional resource sharing
Collaborated with Engineering and Product teams to evaluate CapEx versus OpEx allocations, ensuring ROI justification for roadmap initiatives and backlog commitments
Monitored ARR expansion and churn metrics, using data-driven dashboards to identify customer retention risks and expansion opportunities across key enterprise accounts
Directed resource allocation across revenue-generating projects to maximize productivity, margin contribution, and backlog velocity
Partnered with Payments and Finance to monitor attach-rate trends, revenue share agreements, and certification-related impacts on budgeted payment revenue
Qualification
Required
3-5 years' experience to running a P&L
7–10+ years in SaaS operations, product management, or implementation leadership
Experience leading onboarding/implementation teams for a B2B SaaS platform
Strong product ownership experience (PRDs, user stories, backlog management)
Hands-on experience working with Engineering teams using C# and .NET
Proven ability to scale operational workflows and drive measurable KPIs
Strong process builder with experience using Agile/Scrum
Industry knowledge in field services, franchise management, home services, or vertical SaaS
Exceptional communication and cross-functional leadership skills
Preferred
Experience building onboarding playbooks for Field Service mid-market or enterprise customers
Familiarity with Field Service API integrations and enterprise workflows
Background in scaling SaaS platforms in a transformation environment
Experience managing Customer Service, Customer Experience, Development and Implementation partners
Company
Fullsteam
Backed by Aquiline Capital Partners and ADIA, Fullsteam is a dynamic and growing team of 1,700 employees committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries.
1001-5000 employees
H1B Sponsorship
Fullsteam has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Aquiline Capital PartnersSixth Street
2023-05-25Private Equity
2021-12-02Private Equity
Leadership Team
Bradley Friemel
Chief Technology Officer, Rentals Vertical
Charles Freund
Chief Financial Officer
Recent News
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