HackerOne

Vice President, Customer Operations

San Francisco, California, United States

$240,000 – $282,000Compensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Cybersecurity, Software Development, Information TechnologyIndustries

Vice President, Customer Operations

Salary: $240K - $282K Employment Type: Full-Time Location Type: Remote


Position Overview

HackerOne is seeking a transformative Vice President of Customer Operations to orchestrate a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation.

In this role, you'll architect and implement scalable, data-driven processes that enhance quality, efficiency, and customer satisfaction. You will develop robust KPI frameworks, lead capacity and resource planning, and spearhead an AI-first operational transformation across our customer delivery functions. The ideal candidate is a structured, strategic operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale.

You’ll partner with some of the world’s most influential Fortune 500 companies, solving complex challenges at the intersection of cybersecurity, innovation, and customer success. This role reports to the SVP, Customer and Community Operations.


Location

  • Remote
  • Preferred Location: San Francisco Bay Area
  • Open to: Seattle, WA; Austin, TX; Washington, DC; San Francisco Bay Area (and surrounding metropolitan areas)

Note: While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections.


About HackerOne

HackerOne is a global leader in offensive security solutions. Our HackerOne Platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle. The platform offers bug bounty, vulnerability disclosure, pentesting, AI red teaming, and code security. We are trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. HackerOne was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.

HackerOne Values

  • Customer Obsessed: Prioritizes customer outcomes in decisions and actions.
  • Default to Disclosure: Operates with transparency and integrity, ensuring trust and accountability.
  • Win Together: Fosters empowerment, inclusion, respect, and accountability among employees, researchers, customers, and partners.

Responsibilities

  • Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function, taking ownership of outcomes to ensure long-term success and customer satisfaction.
  • Establish and maintain a comprehensive KPI framework and dashboard reporting—ranging from tactical functional metrics to board-level reporting.
  • Drive accountability and performance through clear SLAs, quality metrics, and service-level targets.
  • Implement data-driven decision-making practices; ensure data integrity and actionable insights across all operations.
  • Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans.
  • Optimize resource planning and allocation to meet current service demands and future growth goals.
  • Identify operational inefficiencies and drive systemic, sustainable improvements.
  • Build and scale organizational structures that support efficiency and long-term growth.

Requirements

  • The ideal candidate is a structured, strategic operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale.

Skills

Customer Operations
Offensive Security
Bug Bounty
Vulnerability Disclosure
Pentesting
AI Red Teaming
Code Security
Customer Delivery
Triage
Implementation
Community Management
Solutions Architecture
Customer Support
Mediation
Process Improvement
KPI Frameworks
Capacity Planning
Resource Planning
AI Transformation
Strategic Operations
Cross-functional Collaboration
Customer Satisfaction

HackerOne

Platform connecting ethical hackers with brands

About HackerOne

HackerOne provides a platform that connects global brands with ethical hackers to improve their cybersecurity. The platform allows companies to identify and monitor risks in their digital assets by utilizing the skills of ethical hackers who conduct penetration tests to find vulnerabilities. Clients can import their asset data and use the platform to rank the risk of exploitable assets, ensuring a proactive approach to application security. Unlike many competitors, HackerOne offers 24/7 security coverage and the ability to scale services based on client needs. The goal of HackerOne is to promote a proactive security culture by encouraging companies to implement bug bounty programs as part of their cybersecurity strategy.

San Francisco, CaliforniaHeadquarters
2012Year Founded
$155.1MTotal Funding
SERIES_ECompany Stage
CybersecurityIndustries
5,001-10,000Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Parental Leave
Employee Assistance Program
Digital First Stipend
Equity Stock Options
Retirement Plans
Leaves of Absence

Risks

Increased competition from AI-focused bug bounty programs may divert ethical hackers.
The free tier could reduce revenue from smaller clients opting for complimentary services.
Geopolitical tensions may impact partnerships in regions like the Middle East.

Differentiation

HackerOne connects businesses with ethical hackers for proactive security measures.
The platform offers a unique bug bounty solution to reduce security incident risks.
HackerOne provides 24/7 security coverage and scalable, cost-effective solutions.

Upsides

Growing demand for bug bounty programs enhances HackerOne's market position.
Partnerships in the Middle East expand HackerOne's global reach and influence.
The free tier for vulnerability disclosure attracts startups and smaller businesses.

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