VP / SVP, Operations

The Opportunity The VP / SVP, Operations is the executive owner of TMO's customer organization, spanning pre-sales engineering, tiered technical support, customer onboarding and delivery, professional services, customer success, and TMO Academy. This leader owns the customer lifecycle from technical qualification through long-term retention. They are accountable for time-to-value, support quality, professional services margin, and gross revenue retention across the entire installed base. Reports to the CEO and sits on the executive leadership team. The title (VP vs. SVP) is calibrated to candidate experience and demonstrated scope. What You'll Own Customer Organization Leadership Lead the customer organization end-to-end, develop the management layer underneath, and build the bench needed to scale. Own the operating cadence of the customer org: weekly business reviews, monthly health reporting, quarterly planning. Manage a blended onshore + nearshore model; expand where it makes sense without compromising customer experience. Technical Enablement & Support Own the tiered support model and drive measurable improvement in first-response time, resolution time, deflection rate, and CSAT. Partner with Sales leadership on pre-sales SE coverage, demo quality, and technical win rates. Run the Product SME function and TMO Academy as the company's center of gravity for internal and external product expertise - certifications, enablement content, customer training revenue. Direct the Force Multiplier / AI Tooling function as the org's internal AI and automation engine. Customer Delivery & Success Own customer onboarding through segment-aligned Go Live motions (SMB and Enterprise), each covering Loan Servicing, Loan Origination, and Fund Management. Drive measurable improvement in time-to-go-live, onboarding NPS, and early-life retention. Run the post-sale technical solutions function: Forward-Deployed Engineers embedded at strategic accounts, Professional Services for scoped delivery, and Data Solutions Engineers for integration and data advisory. Own gross revenue retention as the primary outcome metric for the Customer Success function. Build the playbook, health-scoring, and renewal motion that supports it. Cross-Cutting Operating Levers Define and instrument the customer org's metrics stack: GRR, time-to-value, CSAT, support SLAs, PS utilization & margin, certification volume. Partner with Product and Engineering on a continuous feedback loop from the field back into the roadmap. Partner with Sales and Marketing on expansion motions, customer references, and pricing/packaging input from the field. Stand up the operating reviews, dashboards and drive executive communication. Outcomes in Year One A fully staffed and stable management layer across the customer org. Measurable, sustained improvement in gross revenue retention and time-to-go-live . A working tiered support model with documented SLAs, clear escalation paths, and CSAT performance worth showing customers. TMO Academy operating as a real product line: certifications, training revenue, and a measurable lift in customer self-sufficiency. Who You Are Required 12+ years leading customer-facing post-sales or operations organizations; 3+ years at the VP level or above. Direct experience running two or more of: support, professional services, customer success, onboarding/implementation, technical account management. Track record of owning GRR as a primary metric and improving it. Experience leading an organization across multiple management layers. Strong financial and operational rigor: you build the dashboard, you run the reviews, you hold the line on the numbers. Preferred Direct experience running SaaS operations in fintech or mortgage technology - prior operating roles at a vertical SaaS company serving lenders, servicers, or other financial institutions. Hands-on experience deploying AI tooling inside a customer org - not slideware. Vertical SaaS leadership experience ideally in financial services, lending, or capital markets technology. Experience running a customer education / academy function with certifications. Direct experience preferred building or scaling a tiered support model and a Forward-Deployed Engineer / FDE function. Familiarity with the workflows our customers run - loan servicing, origination, and fund management - is a plus. Style Direct, low-ego, operationally precise. Say what you mean. Customer-obsessed without being soft on accountability. High agency - builds the org, the dashboard, and the playbook without being asked. Relentlessly curious - reads the field, the product, and the customer, and keeps learning. Benefits & Perks Competitive compensation ( Base: $225,000 - $250,000) + Bonus + Equity Comprehensive health coverage (medical, dental, vision) 401(k) matching Wellness programs Professional development Employee recognition programs Team building & on-site amenities Life at TMO, TMO pairs 45+ years of category leadership with a culture that's still hands-on and collaborative. Ideas flow freely, every team member has a voice, and we have fun while we build. Our Values: DRIVE Data-Driven: numbers over opinions. Respect: high on empathy, low on ego. Initiative & Agency: don't wait to be told. Value to Customers: create value for them above all else. Evolve: progress over perfection.

About TMO, The Mortgage Office is the most trusted loan management platform in private lending. Founded in 1978, we power the full loan lifecycle for over 1,100 lenders, including private money firms, CDFIs, nonprofits, and government agencies, servicing more than $190 billion in loans. We're recognized as G2's #1 Loan Servicing Software and Capterra's Best Ease of Use. With offices in Huntington Beach and San Mateo, we're now building the next generation of AI-native lending tools, and hiring a VP/SVP, Operations to help lead that work.