SVP SaaS Operations

Job Summary

Leading a small, senior team of engineers, 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 and customer satisfaction while working remotely.

Key responsibilities

• Deliver reliability outcomes, ensuring platform uptime trends upward and MTTR trends downward while managing customer escalations
• Design and govern the AI agent system, overseeing operations work including alarm authoring and customer-facing RCA drafting
• Shape the operating model and playbook for agentic SRE, partnering with product engineering and customer success teams

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 organization
• Proven experience in AI-first operations, specifically in AIOps and agentic incident response systems
• Deep AWS production experience at scale, with a focus on multi-AZ, multi-account environments
• Hands-on senior engineering background, including driving outage bridges and writing production code
• Fluent English proficiency for direct interaction with enterprise customer leadership and the CEO