Vice President Operations Full Time NEW

About Superchat AI

Superchat AI is an AI-powered personal assistant that helps users complete real-world actions through conversation. From remittances and payments to bookings, scheduling, and everyday task management, Superchat combines AI, payments, and operational execution to deliver seamless user experiences.

As we scale across multiple markets and product verticals, we are looking for a Vice President of Operations to build and lead the operational infrastructure that powers growth, customer experience, compliance, and execution.

Role Overview:

The VP of Operations will be responsible for building and scaling the operational backbone of Superchat AI.

This executive leadership role will oversee:

• Business Operations
• Vendor & Partner Operations
• Customer Success
• Marketplace Operations
• Remittance Operations
• Operational Analytics
• Process Automation
• Cross-Functional Execution

You will work directly with the CEO and leadership team to ensure Superchat can scale efficiently while maintaining exceptional customer experience and operational excellence.

Key Responsibilities:

Operational Strategy & Leadership

• Develop and execute the company’s operational strategy
• Translate business goals into scalable operational plans
• Establish operational KPIs across all business units
• Drive operational excellence across the organization
• Build processes that support rapid growth and expansion

Marketplace & Vendor Operations

• Build and manage the vendor ecosystem across all markets
• Develop vendor onboarding, performance, and quality frameworks
• Establish SLAs and performance standards
• Manage vendor acquisition and expansion strategies
• Ensure consistent fulfillment quality and reliability

Remittance & Payments Operations

• Oversee operational performance of remittance and payment products
• Work closely with compliance, product, and partnerships teams
• Optimize transaction success rates and customer experience
• Improve operational controls around fraud, AML, and risk management
• Support international market launches and operational readiness

Customer Success & Service Operations

• Build scalable customer support and customer success functions
• Define and monitor customer experience KPIs
• Improve customer satisfaction and retention
• Develop escalation and issue resolution frameworks
• Create systems that proactively reduce customer friction

Partnerships & Strategic Operations

• Support expansion through strategic partnerships
• Develop operational frameworks for partner onboarding and management
• Work with banks, payment providers, vendors, and strategic partners
• Ensure operational readiness for new product launches and partnerships

Process Improvement & Automation

• Identify operational bottlenecks and inefficiencies
• Implement automation and AI-driven workflows
• Optimize cost structures while maintaining service quality
• Standardize processes across markets and business units

Data & Performance Management

• Develop operational dashboards and reporting frameworks
• Monitor key metrics across:
• Growth
• Revenue
• Vendor performance
• Customer success
• Transaction operations
• Use data to drive decision-making and continuous improvement

Team Leadership

• Build and lead high-performing operations teams
• Establish a culture of accountability and execution
• Recruit, develop, and mentor future leaders
• Create organizational structures that support scale

Requirements:

Experience

• 10+ years of experience in:
• Operations
• Business Operations
• Marketplace Operations
• Payments or FinTech Operations
• Customer Operations
• Experience leading teams in high-growth technology companies
• Experience scaling multi-market operations
• Startup and scale-up experience strongly preferred

Commercial & Strategic Skills

• Strong understanding of business models, unit economics, and operational scalability
• Experience managing growth, revenue, and operational performance simultaneously
• Ability to balance strategic planning with hands-on execution

Leadership Skills

• Proven experience leading large cross-functional teams
• Exceptional stakeholder management abilities
• Strong communication and decision-making skills
• Ability to operate effectively in fast-paced environments

Analytical Skills

• Strong data-driven mindset
• Experience building KPI frameworks and operational dashboards
• Ability to identify trends, risks, and growth opportunities through data

Key KPIs

Growth & Revenue

• Revenue growth
• Transaction volume
• Market expansion success

Operations

• Fulfillment success rate
• Vendor SLA performance
• Operational efficiency

Customer Success

• CSAT / NPS
• Resolution time
• Customer retention

Payments & Remittance

• Transaction success rate
• Fraud loss rate
• Compliance adherence

What Success Looks Like Within the first 12 months:

• Scalable operational infrastructure across all markets
• Strong vendor and partner ecosystem
• Best-in-class customer experience
• Improved operational efficiency and automation
• Successful expansion into new markets
• Clear visibility across all operational KPIs

Why Join Superchat AI:

• Build the operational engine of a rapidly growing AI company
• Work across AI, payments, remittance, and marketplace operations
• Direct impact on growth, revenue, and expansion
• High ownership and leadership visibility
• Opportunity to shape the future of AI-powered commerce and financial services