Vice President of Customer Operations

Company Description Ledger is a technology company focused on providing secure and user-friendly solutions for managing digital assets and financial data. The organization is committed to operational excellence, customer trust, and continuous innovation to help individuals and businesses securely manage their information. Team members at Ledger work in a collaborative, data-driven environment where customer experience and reliability are central priorities. The company values transparency, adaptability, and strong customer relationships as key drivers of long-term success.
Role Description The Vice President of Customer Operations is a full-time remote role responsible for overseeing all customer-facing operational functions, including support, success, and service delivery. This role directs strategy and execution for customer operations, ensuring consistent, high-quality service experiences and measurable improvements in customer satisfaction. Day-to-day responsibilities include leading cross-functional projects to streamline processes, managing performance metrics and reporting, and using data to identify trends and opportunities for improvement. The VP will guide and mentor customer operations teams, set clear goals, optimize workflows, and collaborate with product, engineering, and sales to align customer feedback with business priorities. This role also involves establishing best practices, driving operational efficiency, and maintaining scalable systems and tools that support growth and outstanding customer service.
Qualifications
Strong analytical skills to interpret data, develop insights, and inform operational decisions.
Proven experience driving customer satisfaction and building customer-centric strategies.
Deep background in customer service operations, including support and success functions.
Demonstrated team leadership skills, with experience managing and developing diverse, distributed teams.
Solid project management skills, including planning, execution, stakeholder communication, and delivery of complex initiatives.
Extensive experience in senior customer operations or similar leadership roles, ideally in technology or digital services.
Ability to work effectively in a remote environment, with strong communication and collaboration skills.
Comfort with operational tools and platforms (e.g., CRM, ticketing systems, analytics dashboards).
Bachelor’s degree in business, operations management, or a related field; advanced degree is beneficial but not required.
Commitment to inclusive leadership, continuous improvement, and data-informed decision-making.

Work arrangement
Yes