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.