ShelterZoom · 11 hours ago
Vice President, Operations Center of Excellence (Operations COE)
Miami, FL
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expShelterZoom is a deep tech company and multi-category innovator in cybersecurity and digital content ownership. The Vice President, Operations Center of Excellence will lead the global operational function for Spare Tire®, focusing on customer support, operational readiness, and service excellence across enterprise customers.
Artificial Intelligence (AI)BlockchainDocument ManagementEducationFinancial ServicesGovernmentHealth CareLegalReal EstateSaaS
Responsibilities
Lead the Operations COE Team
Define operational standards, SLAs, escalation paths, and workflows for customer operations in healthcare, financial services, government, public sector and other sectors
Oversee overall performance and effectiveness of Operations COE operations, ensuring high standards for incident resolution, SLA adherence, and customer support
Drive continuous improvement through post-incident reviews, root-cause analysis, and operational learning
Build a high-performing, accountable, and technically capable global team
Establish best practices for incident management, SOPs, operational readiness, and cross-functional execution
Maintain structured escalation paths into the Product and Development team while retaining operational accountability
Oversee proactive monitoring and incident response aligned with industry requirements
Define, track, and report KPIs and operational metrics to the CEO and leadership
Ensure ongoing operational readiness and compliance
Develop a multi‑year Operations COE strategy aligned with ShelterZoom’s growth
Translate business and product strategy into operational goals, metrics, and execution plans
Identify opportunities to scale operations globally, including EMEA and APAC
Develop and execute strategies to drive exceptional customer satisfaction, retention, and adoption for Spare Tire® and Document GPS®
Establish and oversee processes to monitor customer health, satisfaction, and adoption
Act as executive sponsor for strategic enterprise accounts and oversee complex escalations
Confidently engage with senior stakeholders at: Major hospital systems and clinics, Government entities, International and multinational organizations
Lead complex customer conversations involving: Escalations, Pushback and negotiation, Service scope, SLAs, and expectations
Serve as a trusted executive counterpart to CIOs, CNIOs, CISOs, and operational leaders
Partner with the Product and Development team to inform platform design, feature prioritization, and operational capabilities
Provide customer feedback and operational intelligence to drive product roadmap decisions
Evaluate and implement automation, AI, or tooling improvements to enhance 24×7 operations
Sponsor and prioritize process improvement initiatives, empowering teams to execute while ensuring alignment with organizational goals
Set vision for Operations COE excellence and benchmarking, ensuring alignment with industry-leading standards
Ensure the Operations COE meets global regulatory requirements (HIPAA, HITRUST, GDPR, SOC)
Support internal and external audits, compliance reviews, and certifications
Advise on operational compliance risks and mitigation strategies
Qualification
Required
10+ years of experience in Customer Operations, Customer Success, Support, or Service Leadership
Proven experience leading tiered support teams (L1/L2) with technical and clinical awareness in healthcare or other mission-critical environments
Strong operational and technical mindset, including SLAs, uptime, incident response, and risk management
Strong background in healthcare technology, EHR Systems, SaaS, or platform-based products
Strong SaaS operational leadership experience
Experience in supporting EHRs, clinical systems, or healthcare platforms
Demonstrated success operating in high-availability, high-risk, or regulated industries
Demonstrated experience operating within healthcare and other regulated compliance frameworks (e.g., HIPAA, HITRUST, SOC, GDPR)
Executive-level communication skills with the ability to manage complex customer and enterprise relationships
Strong operational mindset with deep understanding of process, metrics, and continuous improvement
Ability to balance strategic leadership with hands-on operational execution in a remote, high-performance environment
Preferred
Technical fluency
Experience working in a SaaS company
Location preference: Miami, Florida, or the surrounding region
Benefits
Competitive salary
Opportunity to define and scale a best-in-class Customer Operations Center of Excellence
Flexible, remote work with a strong focus on work–life balance and wellbeing
Open-minded, collaborative, and diverse culture
Clear career growth path in a company with a one-of-a-kind, category-defining product
Equal opportunities in a respectful, fair, and socially conscious environment
A people-first culture built on respect and open communication
Dynamic and flexible international team
Company
ShelterZoom
ShelterZooms stops wire fraud, data breaches, prevents ransomware and enables unprecedented document control via a 1-click solution
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$31.11M2025-07-22Series Unknown· $6M
2024-05-08Series Unknown· $2.43M
2023-03-30Series Unknown· $6M
Leadership Team
Chao Cheng-Shorland
Co-Founder and CEO
Allen Alishahi
Co-Founder & President
Recent News
2025-12-09
FinTech Global
2025-07-25
2025-07-24
Company data provided by crunchbase