Vice President, Customer Operations

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 is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations. HackerOne Values HackerOne is dedicated to fostering a strong and inclusive culture. HackerOne is Customer Obsessed and prioritizes customer outcomes in our decisions and actions. We Default to Disclosure by operating with transparency and integrity, ensuring trust and accountability. Employees, researchers, customers, and partners Win Together by fostering empowerment, inclusion, respect, and accountability. Vice President, Customer Operations Remote Location: Seattle, WA; Austin, TX; Boston, MA; Washington, DC; San Francisco Bay Area Position Summary HackerOne is seeking a Vice President of Customer Operations to partner with the SVP in driving vision to plan within a high-performing global organization spanning 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 translate those designs into actionable plans and establish the KPIs and monitoring framework to keep initiatives on track – flagging where leadership focus is needed. You will lead capacity and resource planning and spearhead an AI-first operational transformation across our customer delivery functions. The ideal candidate is an exceptional first-principles problem-solver, highly structured, operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale. Partnering with some of the world’s most influential Fortune 500 companies, you will help to strengthen trust and security while driving long-term customer success. We are looking for someone with strong change agility to champion our values and solve complex challenges at the intersection of cybersecurity, innovation, and customer success. This role reports to the SVP of Customer and Community Operations and can be based in San Francisco, Seattle, Austin, Boston, or Washington, D.C. HackerOne Leadership Talent Principals: Change Agility – Navigates change with clarity, calm, and adaptability. AI First – Defaults to using AI to build scalable, future-ready solutions. Data Driven Decision Making – Uses data and evidence to inform decisions, balancing analysis with judgment to drive impactful outcomes. First Principles Problem Solving – Breaks down problems to their fundamental truths to find effective solutions. At HackerOne, we embrace a Flexible Work approach that gives us the freedom to do our best work while also fostering the connections and community that make us stronger. Reflecting this philosophy, this is a remote role targeted for candidates within ~50 miles of Seattle, WA; Austin, TX; Boston, MA; Washington, DC; San Francisco Bay Area . We believe this balance of proximity and flexibility gives Hackeronies the chance to occasionally come together – fostering collaboration, connection, and in-person moments that enrich our culture – while still preserving the benefits of remote work. What You Will Do 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 business growth. Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution. Enable a culture of continuous improvement and operational excellence. Own and understand the operational P&L, using financial and customer data to inform decision Win Together / Default to Disclosure / Customer Obsession will be critical to success in this role because you will need to drive cross-functional alignment, foster transparency through data and KPIs, and relentlessly focus on scalable processes that deliver exceptional customer outcomes. Minimum Qualifications 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership roles. Proven success in building and scaling operational teams, processes, and reporting structures in a high-growth B2B or SaaS company. Deep experience in KPI development, dashboard reporting, and leading business reviews with executive audiences. Strong executive presence with experience engaging Fortune 500 customers and presenting to boards. Exceptional analytical, first-principles problem-solving, and systems thinking skills, with a track record of data-driven decision-making in a high growth company. Hands-on experience with operations tools, analytics platforms, and CRM or CS platforms (e.g., Salesforce, Zendesk, Gainsight). Hands-on experience with AI tooling and driving AI-first transformation. Demonstrated ability to lead and inspire high-performing, cross-functional teams. Comfortable navigating operational P&Ls and translating financial impact into operational plans. Energetic, emotionally intelligent leader who thrives in high-velocity environments and consistently takes ownership to drive impactful outcomes. Preferred Qualifications Experience working in the cybersecurity industry, with a strong understanding of customer needs and security landscapes. Track record of leadership through a company’s IPO. Compensation Bands: Tier Guide $240,000 – $300,000 #LI-KL1 Job Benefits: Health (medical, vision, dental), life, and disability insurance* Equity stock options Retirement plans Paid public holidays and unlimited PTO Paid maternity and parental leave Leaves of absence (including caregiver leave and leave under CO’s Healthy Families and Workplaces Act) Employee Assistance Program Flexible Work Stipend *Eligibility may differ by country We’re committed to building a global team! For certain roles outside the United States, U.K., and the Netherlands, we partner with Remote.com as our Employer of Record (EOR). Visa/work permit sponsorship is not available. Employment at HackerOne is contingent on a background check. HackerOne is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws. This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time. For US based roles only: Pursuant to the San Francisco Fair Chance Ordinance, all qualified applicants with arrest and conviction records will be considered for the position.