Vice President of operations (saas)Bookedby (Salon Ultimate)

Who we are:
Welcome to BookedBy, an industry-leading business management solution and scheduling software for salons, spas, and barbershops everywhere.
BookedBy - with headquarters in Austin, TX - features more than 100 employees across three continents and powers thousands of locations worldwide with top brands such as Sport Clips Haircuts, Diesel Barbershop, Perfect Look, Sharkey's Cuts for Kids, Hairzoo, and more.
Founded in 2011, BookedBy's scheduling platform has more than 60 million bookings annually and enters an exciting growth phase into other service-based businesses.
 
Role Description:
 
We're seeking a strategic and execution-focused Vice President of Operations and Support to lead our operational backbone and customer experience at scale. This role is critical to ensuring our SaaS platform runs smoothly, our customers receive world-class support, and our teams are empowered through AI and automation. You'll oversee core business operations-with a strong focus on our Support and Systems departments-optimize Zendesk usage, and champion AI adoption across all departments, excluding Development and Product. Above all, you'll be a customer advocate, focused on satisfaction and loyalty, not just cost efficiency.
 
Key Responsibilities:
Operations Leadership
Oversee daily operations across internal functions, with a focus on our Support and Systems departments
Develop and execute operational strategies that support SaaS scalability of our internal operations and customer satisfaction
Monitor KPIs and operational metrics to drive efficiency, reliability, and performance
Monitor Support SLA's in our partner and enterprise contracts to ensure they are being met and exceeded
Customer Support Management
Lead the customer support organization to deliver fast, empathetic, and effective service across all channels
Optimize and scale our existing Zendesk platform - including workflows, automations, reporting, and integrations
Ensure Zendesk Chat is fully leveraging its AI capabilities to improve response times, triage, and customer satisfaction
Prioritize customer experience and satisfaction over cost-cutting measures
Partner with Product and Engineering to relay customer insights and drive continuous improvement
Manage major customer incidents and executive-level-escalations
Willing to get on customer and partner calls with the team
 
AI Enablement and Training (Excluding Development & Product)
Promote the adoption of AI tools and automation across all departments except Development and Product
Design and deliver training programs to upskill teams on AI usage, ethical implementation, and best practices
Identify and implement AI-driven solutions in support, operations, and internal workflows
Stay current on emerging AI trends and ensure responsible, secure deployment
 Strategic Initiatives
Collaborate with executive leadership to shape long-term operational strategy and cross-functional initiatives
Lead digital transformation efforts to streamline processes and enhance customer experience
Drive operational readiness for new product launches, feature rollouts, and market expansions
Team Development
Build and mentor high-performing teams across operations and support
Foster a culture of innovation, accountability, and continuous learning
Set clear goals, provide regular feedback, and support career development
Qualifications
Bachelor's degree in Business, Operations Management, or related field (MBA preferred)
10+ years of leadership experience in SaaS operations and customer support
Proven success scaling operations and support functions in a high-growth SaaS environment
Experience with support software platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
Passion for customer satisfaction and loyalty, with a track record of improving CSAT and NPS
Strong understanding of AI tools and their application in business operations
Excellent analytical, organizational, and communication skills
 Preferred Attributes
Deep familiarity with Zendesk, including Zendesk Chat and its AI features
Experience with cloud infrastructure, DevOps, or SaaS delivery models
Lean Six Sigma or similar process improvement certification
Background in global operations or multilingual support
Passion for customer experience, operational excellence, and emerging technologies
Why Join Us?
Competitive pay
Monthly employee recognition bonuses.
We welcome and encourage diversity in our workforce. BookedBy is an equal opportunity employer.