Vice President Operations

About Superchat Ai

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.

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

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

Growth & Revenue

• Revenue growth
• Transaction volume
• Market expansion success

Operations

• Fulfillment success rate
• Vendor SLA performance
• Operational efficiency

• CSAT And 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