Vice President of Operations – Field Services Software

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Fullsteam

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Fintech • SaaS • B2B

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

1001 - 5000 employees

💳 Fintech

☁️ SaaS

🤝 B2B

📋 Description

• Own the client relationship and onboarding journey—reduce time-to-value to <30 days for SMB and <60 days for mid-market/franchise field services customers. • Build standard operating procedures (SOPs), automation, and playbooks for repeatable and scalable onboarding. • Partner with Strategic Accounts, CS, and Sales to eliminate handoff friction and improve customer activation and retention. • Implement KPIs for onboarding efficiency: activation rate, TTV, customer health during onboarding, and expansion readiness. • Collaborate with Product and Engineering to define and execute a product roadmap focused on usability, scalability, and ICP alignment. • Translate customer feedback and field insights into clear product requirements and user stories (PRDs). • Work hands-on with C#/.NET developers to prioritize backlog, feature releases, and cross-team delivery timelines. • Identify feature gaps for Maid, Junk, Home Services, and Franchise industries and drive roadmap prioritization to address them. • Tighten Vonigo’s ICP and niche market positioning within franchise services and key verticals. • Partner with GTM to develop packaging and onboarding tiers (SMB, Growth, Enterprise). • Serve as the internal voice of the customer—run VOC loops, QBR insights, churn feedback loops, and onboarding NPS. • Lead internal operational systems to support scale (GuideCX/Asana/Jira/HubSpot/Salesforce—based on environment). • Direct P&L oversight for a multi-million-dollar SaaS portfolio, including ARR growth, backlog realization, and EBITDAC performance across core product lines and custom development projects. • Collaborated with Engineering and Product teams to evaluate CapEx versus OpEx allocations, ensuring ROI justification for roadmap initiatives and backlog commitments.

🎯 Requirements

• 3-5 years' experience to running a P&L • 7–10+ years in SaaS operations, product management, or implementation leadership. • Experience leading onboarding/implementation teams for a B2B SaaS platform. • Strong product ownership experience (PRDs, user stories, backlog management). • Hands-on experience working with Engineering teams using C# and .NET. • Proven ability to scale operational workflows and drive measurable KPIs. • Strong process builder with experience using Agile/Scrum. • Industry knowledge in field services, franchise management, home services, or vertical SaaS. • Exceptional communication and cross-functional leadership skills. • Experience building onboarding playbooks for Field Service mid-market or enterprise customers. • Familiarity with Field Service API integrations and enterprise workflows. • Background in scaling SaaS platforms in a transformation environment. • Experience managing Customer Service, Customer Experience, Development and Implementation partners.

🏖️ Benefits

• Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. • Equal Opportunity/Affirmative Action employer. • All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.