Orderful | No comp given
Steph's Notes:
We're building a strong team of people who find purpose in their work and support each other in the process. At Orderful, you'll have the opportunity to work with like-minded people, the autonomy to tackle challenges, and truly make an impact.
It's not that I hate this company intro, it's just that it's so generic. I swear I've read this on a hundred other Careers pages. It's the plain white bread of company pitches.
Their Values are decent, if basic, but I do like that they included this bit (positive cultural signal!):
We provide a safe environment to learn and try new things.
Seems like they have a diverse team (even in technical departments), and their testimonials are very sweet and people-centered (I also like that they took care to make sure the testimonials weren't just from white dudes).
So I think this might be the first time I've reviewed a VP, Customer Operations and a Director, Customer Support from the same company, so I'm excited to see how they compare.
Orderful is reinventing how businesses connect and trade.
Ah yes, but then isn't everyone?
Our culture is high-ownership, high-tempo, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products.
Two startups in a row that didn't use "fast-paced, startup environment"?! I feel both overjoyed and deeply threatened. If this keeps up, will the jobs even need me anymore??? Who am I without yelling about lazy companies? FRIENDS, WHAT WILL I DO?
Genuinely love the Opportunity section and the very transparent explanation of what the role will need to accomplish in the next 12-18 months. It seems perhaps a little too ambitious to me, but at least the goals are appropriate for a VP, and you know the score going in and can decide if it's something you're willing to tackle.
Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed.
This is from the What You'll Lead section and seems out of scope for a VP, Customer Operations, but maybe they mean CX quality?
Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences.
Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality.
Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale
These also seem like out-of-scope teams for this kind of role, but maybe that's just me!
Love that they included a What Success Looks Like section for the same reason I liked the Opportunity section, and the role requirements are reasonable. The About Our Work Environment bit strays dangerously close to a few BJB entries, but given their overall transparency, I'm willing to give them a pass.
I think this sounds like another cool opportunity, although I'd ask about the scope of the role, given that at least a few of the teams they'd be overseeing are often separate departments.
However, yet again, what would otherwise be a solid Eh, It's Probably Fine is getting thrown into Tread Carefully instead because there is no comp given. I guess I have job security after all?
Original Job Description: VP, Customer Operations
Help Us Revolutionize Global Trade at Orderful
Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can click-to-trade with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with 2× YoY growth. We’re hiring a VP, Customer Operations to build the post-sales engine that gets customers live in days, scales to thousands of partners, and delivers a world-class experience. Our culture is high-ownership, high-tempo, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk.
The Opportunity
You’ll own the full post-sales experience - from setup and integration through testing, and support. Your mission is to turn today’s onboarding and support process into a scalable, automated, and customer-delighting engine. In the next 12–18 months we must:
- Cut onboarding time dramatically (e.g., go-live in hours and days, not months).
- Scale throughput (100s customer go-lives in a month in a repeatable manner).
- Improve core economics (bring services payback ≤ 12 months)
- Enable revenue teams to improve retention (GDR toward 95%, NRR ≥ 110%).
- Manage a network of 3rd party partners to help customers test and go-live with with trading partners (100% testing through outsourced vendors, testing complete in days)
- Deliver customer delight through a support team by delivering industry leading support (time to first response <60 minutes, time to resolve < 1 business day)
- Shift manual work to the product (e.g., reducing testing time by 75% by end of 2026).
You’ll partner tightly with Product and Engineering to encode operational know-how into the product and with Revenue to ensure seamless handoffs and proactive account outcomes.
What You’ll Lead
- Implementation & Onboarding – Streamline the customer journey from contract to go-live. Define stage gates, SLAs, and measurable throughput goals.
- Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed.
- Customer Support – Build a proactive, data-driven support model that improves customer health, reduces escalations, and increases retention.
- Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences.
- Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality.
- Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale
Key Responsibilities
Strategy & Org Build
- Define and execute the post-sales operating model across onboarding, integration, testing, and support.
- Build the leadership team and scalable mix of internal and partner resources.
- Establish clear handoffs between Sales, Implementation and Support
Operational Excellence & Automation
- Standardize playbooks and metrics to ensure consistency and predictability.
- Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops.
Economics & Capacity
- Forecast volume growth (thousands of partner activations per year).
- Use data to optimize staffing and partner allocation models.
- Partner with Product / Engineering to build scalable operational tools and insights.
- Collaborate with Finance on pricing, budgeting, and ROI tracking.
Vendor & Program Management
- Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties.
- Stand up a second source for capacity and risk mitigation.
Cross-Functional Leadership
- Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements
- Align with SVP Revenue on forecasting, account transitions, expansions, and save motions.
- Collaborate with Finance on budgets, pricing, and ROI tracking.
What Success Looks Like (first 6–12 months)
- Onboarding throughput: predictable playbook achieving and scaling beyond 100 partner go-lives per week
- Time-to-live: for customers with trading partners in network, go-live in P95 <9 days
- Economics: payback ≤ 12 months for using external testing vendors
- Automation: majority of validation and testing handled via platform tools, minimal manual intervention.
- Team: leadership bench in place, vendor network live, WBR cadence established.
Requirements
- 12+ years leading post-sales/customer operations in B2B SaaS, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support).
- Proven record scaling onboarding throughput and improving GDR/NRR with measurable unit-economics gains.
- Deep experience building repeatable playbooks, capacity models, SLAs, and vendor ecosystems.
- Technically fluent: comfortable with APIs, data models, and how tech platforms work
- Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT).
- Exceptional cross-functional leadership; crisp written/verbal communication.
Preferred
- Background in EDI / B2B integration / supply chain tech (e.g., certification programs, portal testing, label standards).
- Experience with ERP ecosystems (NetSuite, D365 BC, SAP B1) and connector programs.
- Prior work experience of shifting services to productized automation.
About Our Work Environment
We operate fast and sweat details. You’ll roll up your sleeves, manage changing priorities, and keep quality high while building durable systems. If you like turning complex post-sales chaos into elegant, automated operating rhythms, let’s talk.
