Vice President of Operations (Field Services Software)

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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Vonigo, part of the Fullsteam organization, is a leading cloud-based field service management platform designed for mobile service businesses and franchise networks. We power growth for industries such as Residential and Commercial Cleaning, Junk Removal, Home Services, and Home Installation by delivering scheduling, invoicing, dispatch, and payments in a single platform. As part of Fullsteam’s Field Services Group, Vonigo is evolving rapidly—scaling for enterprise-grade performance, expanding into franchise services, and modernizing our technology stack.

The Vice President of Operations is a cross-functional leader responsible for accelerating Vonigo’s Field Service client onboarding, optimizing operational efficiency across the customer journey, and driving product execution through a structured roadmap. This role will lead onboarding operations, process improvement, and product alignment to ensure Vonigo delivers consistent time-to-value for customers while executing against strategic initiatives.

This leader must bring product management experience and the ability to work closely with engineering teams using C# and .NET. They will define roadmap priorities, build scalable processes, tighten our Ideal Customer Profile (ICP), and shape our go-to-market motion across Maid, Junk, Home Installation, and franchise field service segments.

Operational Leadership & Onboarding Efficiency

• Own the client relationshp and onboarding journey—reduce time-to-value to <30 days for SMB and <60 days for mid-market/franchise field services customers.
• Build standard operating procedures (SOPs), automation, and playbooks for repeatable and scalable onboarding.
• Partner with Strategic Accounts, CS, and Sales to eliminate handoff friction and improve customer activation and retention.
• Implement KPIs for onboarding efficiency: activation rate, TTV, customer health during onboarding, and expansion readiness.

Product Roadmap & Technology Alignment

• Collaborate with Product and Engineering to define and execute a product roadmap focused on usability, scalability, and ICP alignment.
• Translate customer feedback and field insights into clear product requirements and user stories (PRDs).
• Work hands-on with C#/.NET developers to prioritize backlog, feature releases, and cross-team delivery timelines.
• Identify feature gaps for Maid, Junk, Home Services, and Franchise industries and drive roadmap prioritization to address them.

Customer & Market Strategy

• Tighten Vonigo’s ICP and niche market positioning within franchise services and key verticals.
• Partner with GTM to develop packaging and onboarding tiers (SMB, Growth, Enterprise).
• Serve as the internal voice of the customer—run VOC loops, QBR insights, churn feedback loops, and onboarding NPS.
• Build or expand Vonigo’s top tier customer relationships.

Process Innovation & Cross-Functional Execution

• Lead internal operational systems to support scale (GuideCX/Asana/Jira/HubSpot/Salesforce—based on environment).
• Develop capacity models and resourcing plans for onboarding and product teams.
• Implement continuous improvement using Lean/Six Sigma or similar frameworks.

Financial Management

• Direct P&L oversight for a multi-million-dollar SaaS portfolio, including ARR growth, backlog realization, and EBITDAC performance across core product lines and custom development projects.
• Partner with leadership to build and manage annual budgets, quarterly forecasts, and “6+6” reforecasts, ensuring alignment with revenue targets and operational efficiency goals.
• Oversee billing accuracy, contract renewals, and pricing compliance to ensure correct revenue recognition and margin integrity within NetSuite and Salesforce tie-outs.
• Implemented cost-control measures that reduced monthly operating expenses through vendor optimization, contractor rationalization, and cross-functional resource sharing.
• Collaborated with Engineering and Product teams to evaluate CapEx versus OpEx allocations, ensuring ROI justification for roadmap initiatives and backlog commitments.
• Monitored ARR expansion and churn metrics, using data-driven dashboards to identify customer retention risks and expansion opportunities across key enterprise accounts.
• Directed resource allocation across revenue-generating projects to maximize productivity, margin contribution, and backlog velocity.
• Partnered with Payments and Finance to monitor attach-rate trends, revenue share agreements, and certification-related impacts on budgeted payment revenue.

Qualifications

Required

• 3-5 years' experience to running a P&L
• 7–10+ years in SaaS operations, product management, or implementation leadership.
• Experience leading onboarding/implementation teams for a B2B SaaS platform.
• Strong product ownership experience (PRDs, user stories, backlog management).
• Hands-on experience working with Engineering teams using C# and .NET.
• Proven ability to scale operational workflows and drive measurable KPIs.
• Strong process builder with experience using Agile/Scrum.
• Industry knowledge in field services, franchise management, home services, or vertical SaaS.
• Exceptional communication and cross-functional leadership skills.

Preferred

• Experience building onboarding playbooks for Field Service mid-market or enterprise customers.
• Familiarity with Field Service API integrations and enterprise workflows.
• Background in scaling SaaS platforms in a transformation environment.
• Experience managing Customer Service, Customer Experience, Development and Implementation partners.

Performance Metrics

• Onboarding Time-to-Value (TTV)
• Onboarding Activation Rate
• Gross Revenue Genertion
• Retention during first 90 days
• Feature adoption KPIs
• Product delivery milestones
• Process automation impact
• NPS during onboarding and early lifecycle

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.