Vice President Operations

About the Company

Superchat AI is an AI-driven personal assistant designed to help people get real-world tasks done through conversation. Its platform brings together AI, payments, and operational execution to support services such as remittances, bill and payment handling, bookings, scheduling, and day-to-day task coordination.

As the business expands into new markets and product lines, the company is hiring a Vice President of Operations to design and lead the operational structure that enables growth, customer experience, compliance, and strong execution.

Role Summary

The Vice President of Operations will own the development and scaling of the operational engine behind Superchat AI. This senior leadership position covers business operations, partner and vendor operations, customer success, marketplace operations, remittance operations, analytics, automation, and cross-functional delivery.

You will partner closely with the CEO and leadership team to make sure the organization can grow efficiently while delivering excellent customer outcomes and maintaining operational discipline.

Key Responsibilities

In this role, you will shape the company’s operating model, build scalable workflows, and lead execution across multiple business areas.

Operational Strategy and Leadership

• Create and drive the overall operations roadmap for the company.
• Convert business objectives into practical, scalable operating plans.
• Define operational KPIs for each business function.
• Raise standards for execution and efficiency across the organization.
• Design processes that can support fast growth and market expansion.

Marketplace and Vendor Operations

• Develop and manage the vendor network across all markets.
• Set up vendor onboarding, performance tracking, and quality controls.
• Establish service-level expectations and operating standards.
• Lead vendor acquisition and expansion efforts.
• Maintain reliable and consistent fulfilment quality.

Remittance and Payments Operations

• Oversee the day-to-day performance of remittance and payment offerings.
• Work in close coordination with compliance, product, and partnership teams.
• Improve transaction success and the overall customer journey.
• Strengthen controls related to fraud, AML, and risk management.
• Support operational preparation for international launches.

Customer Success and Service Operations

• Build scalable customer support and customer success systems.
• Set and track customer experience metrics.
• Improve satisfaction and retention outcomes.
• Create escalation paths and structured issue-resolution processes.
• Introduce systems that reduce customer friction before it escalates.

Partnerships and Strategic Operations

• Enable growth through strategic partnerships.
• Design operating frameworks for partner onboarding and ongoing management.
• Coordinate with banks, payment providers, vendors, and other strategic partners.
• Ensure the business is operationally ready for new product launches and partnerships.

Process Improvement and Automation

• Spot bottlenecks and inefficiencies in operations.
• Implement automation and AI-enabled workflows wherever possible.
• Improve cost efficiency without compromising service quality.
• Standardize processes across markets and business lines.

Data and Performance Management

• Build dashboards and reporting systems for operational visibility.
• Track performance across growth, revenue, vendor management, customer success, and transaction operations.
• Use insights from data to guide decisions and continuous improvement.

Team Leadership

• Lead and grow high-performing operations teams.
• Foster a culture of ownership, accountability, and delivery.
• Recruit, coach, and develop future leaders.
• Create team structures that can scale with the business.

Requirements

The ideal candidate will bring deep operating experience in fast-moving, multi-market environments, along with strong leadership and analytical capability.

Experience

• At least 10 years of experience across operations, business operations, marketplace operations, payments or fintech operations, or customer operations.
• Proven background leading teams within high-growth technology businesses.
• Hands-on experience scaling operations across multiple markets.
• Startup and scale-up experience is highly desirable.

Commercial and Strategic Capability

• Strong grasp of business models, unit economics, and scalable operating design.
• Experience managing growth, revenue, and operations together.
• Ability to think strategically while still driving execution in detail.

Leadership Capability

• Demonstrated success leading large cross-functional teams.
• Strong stakeholder management skills.
• Excellent communication and decision-making ability.
• Comfortable operating in a fast-paced environment.

Analytical Capability

• Strong data-led approach to decision-making.
• Experience creating KPI frameworks and operational dashboards.
• Ability to spot trends, risks, and opportunities through data analysis.

Performance Indicators

The role will be measured against growth and revenue, transaction and market expansion outcomes, operational efficiency, vendor service levels, customer satisfaction, retention, resolution time, transaction success, fraud loss, and compliance adherence.

Success in the First 12 Months

• Operational infrastructure that can scale across all markets.
• A strong ecosystem of vendors and partners.
• Customer experience that stands out in the market.
• Better operational efficiency through automation.
• Successful entry into additional markets.
• Clear, reliable visibility into core operational metrics.

Why Join Superchat AI

• Own the operations engine for a rapidly expanding AI company.
• Work across AI, payments, remittance, and marketplace functions.
• Have a direct impact on growth, revenue, and expansion.
• Operate with a high level of ownership and leadership visibility.
• Help shape the future of AI-powered commerce and financial services.