HackerOne
Vice President, Customer Operations
HackerOne, San Francisco, California, United States, 94199
HackerOne is a global leader in offensive security solutions. Our HackerOne Platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle.
We are trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.
HackerOne Values
HackerOne is dedicated to fostering a strong and inclusive culture. We are
Customer Obsessed
and prioritize customer outcomes in our decisions and actions. We
Default to Disclosure
by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners
Win Together
by fostering empowerment, inclusion, respect, and accountability. Vice President, Customer Operations Remote Location:
Seattle, WA; Austin, TX; Boston, MA; Washington, DC; San Francisco Bay Area Position Summary HackerOne is seeking a Vice President of Customer Operations to partner with the SVP in driving vision to plan within a high-performing global organization spanning Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. In this role, you’ll architect and implement scalable, data-driven processes that enhance quality, efficiency, and customer satisfaction. You will translate those designs into actionable plans and establish the KPIs and monitoring framework to keep initiatives on track. Responsibilities: Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function. Establish and maintain a comprehensive KPI framework and dashboard reporting. Drive accountability and performance through clear SLAs, quality metrics, and service-level targets. Implement data-driven decision-making practices; ensure data integrity and actionable insights across all operations. Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans. Optimize resource planning and allocation to meet current service demands and future growth goals. Identify operational inefficiencies and drive systemic, sustainable improvements. Build and scale organizational structures that support efficiency and long-term business growth. Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution. Enable a culture of continuous improvement and operational excellence. Minimum Qualifications: 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership roles. Proven success in building and scaling operational teams, processes, and reporting structures in a high-growth B2B or SaaS company. Deep experience in KPI development, dashboard reporting, and leading business reviews with executive audiences. Strong executive presence with experience engaging Fortune 500 customers and presenting to boards. Exceptional analytical, first-principles problem-solving, and systems thinking skills, with a track record of data-driven decision-making in a high growth company. Hands-on experience with operations tools, analytics platforms, and CRM or CS platforms. Hands-on experience with AI tooling and driving AI-first transformation. Demonstrated ability to lead and inspire high-performing, cross-functional teams. Comfortable navigating operational P&Ls and translating financial impact into operational plans. Preferred Qualifications: Experience working in the cybersecurity industry, with a strong understanding of customer needs and security landscapes. Track record of leadership through a company’s IPO. Compensation and Benefits: Compensation Bands: $240,000 - $300,000 Job Benefits: Health, life, and disability insurance Equity stock options Retirement plans Paid public holidays and unlimited PTO Paid maternity and parental leave Leaves of absence Employee Assistance Program Flexible Work Stipend HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.
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Customer Obsessed
and prioritize customer outcomes in our decisions and actions. We
Default to Disclosure
by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners
Win Together
by fostering empowerment, inclusion, respect, and accountability. Vice President, Customer Operations Remote Location:
Seattle, WA; Austin, TX; Boston, MA; Washington, DC; San Francisco Bay Area Position Summary HackerOne is seeking a Vice President of Customer Operations to partner with the SVP in driving vision to plan within a high-performing global organization spanning Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. In this role, you’ll architect and implement scalable, data-driven processes that enhance quality, efficiency, and customer satisfaction. You will translate those designs into actionable plans and establish the KPIs and monitoring framework to keep initiatives on track. Responsibilities: Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function. Establish and maintain a comprehensive KPI framework and dashboard reporting. Drive accountability and performance through clear SLAs, quality metrics, and service-level targets. Implement data-driven decision-making practices; ensure data integrity and actionable insights across all operations. Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans. Optimize resource planning and allocation to meet current service demands and future growth goals. Identify operational inefficiencies and drive systemic, sustainable improvements. Build and scale organizational structures that support efficiency and long-term business growth. Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution. Enable a culture of continuous improvement and operational excellence. Minimum Qualifications: 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership roles. Proven success in building and scaling operational teams, processes, and reporting structures in a high-growth B2B or SaaS company. Deep experience in KPI development, dashboard reporting, and leading business reviews with executive audiences. Strong executive presence with experience engaging Fortune 500 customers and presenting to boards. Exceptional analytical, first-principles problem-solving, and systems thinking skills, with a track record of data-driven decision-making in a high growth company. Hands-on experience with operations tools, analytics platforms, and CRM or CS platforms. Hands-on experience with AI tooling and driving AI-first transformation. Demonstrated ability to lead and inspire high-performing, cross-functional teams. Comfortable navigating operational P&Ls and translating financial impact into operational plans. Preferred Qualifications: Experience working in the cybersecurity industry, with a strong understanding of customer needs and security landscapes. Track record of leadership through a company’s IPO. Compensation and Benefits: Compensation Bands: $240,000 - $300,000 Job Benefits: Health, life, and disability insurance Equity stock options Retirement plans Paid public holidays and unlimited PTO Paid maternity and parental leave Leaves of absence Employee Assistance Program Flexible Work Stipend HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.
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