[Remote] Vice President, Customer Operations at HackerOne

San Francisco, California, United States

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$240,000 – $282,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Software Development, Information TechnologyIndustries

Requirements

Candidates must have experience leading global customer delivery teams, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. A proven track record of architecting and implementing scalable, data-driven processes to enhance quality, efficiency, and customer satisfaction is required. Experience developing KPI frameworks, leading capacity and resource planning, and spearheading AI-first operational transformations is necessary. The ideal candidate is a structured, strategic operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale. While the position is primarily remote, candidates in the San Francisco, Seattle, Austin, or Washington D.C. metropolitan areas are preferred due to periodic in-person requirements.

Responsibilities

The Vice President, Customer Operations will orchestrate a high-performing global team across customer delivery functions. They will design, implement, and continuously improve scalable workflows, operational processes, and quality standards, taking ownership of outcomes to ensure long-term success and customer satisfaction. Responsibilities include establishing and maintaining a comprehensive KPI framework and dashboard reporting, driving accountability and performance through clear SLAs, quality metrics, and service-level targets, and implementing data-driven decision-making practices. The role involves leading monthly and quarterly internal business reviews, optimizing resource planning and allocation, identifying operational inefficiencies, and driving systemic, sustainable improvements. Additionally, the VP will build and scale organizational structures that support efficiency and long-term growth.

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