SVP SaaS Operations

Job Summary

Leading a small, senior remote team, the full-time SVP of SaaS Operations will own platform reliability and customer experience outcomes for an AI-native community and social engagement platform, ensuring uptime increases and customer satisfaction improves while directly engaging in critical situations with enterprise customers.

Key responsibilities

• Deliver reliability outcomes, ensuring platform uptime and customer satisfaction metrics improve week over week
• Own enterprise-customer escalations, serving as the executive face of operations during critical incidents
• Set and enforce AI agent quality and governance standards, ensuring every agent meets defined scopes and acceptance rates

Required qualifications

• 10+ years of experience operating SaaS at scale, with at least 3 years in a senior leadership role managing a senior-only engineering team
• Proven experience in AI-driven operations, including building or leading AIOps and auto-remediation systems
• Extensive hands-on experience with AWS in a production environment, demonstrating deep technical expertise
• Strong track record of improving reliability and customer experience metrics while managing headcount effectively
• Fluent in English with the ability to interface directly with executive leadership and enterprise customers