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 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; Washington, DC; San Francisco Bay Area

Position Summary

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 and can be located in San Francisco, Seattle, Austin, or Washington D.C.

At HackerOne, we embrace a Flexible Work approach, enabling our team members to work remotely while maintaining productivity and collaboration. While a candidate in San Francisco area is preferred, we are open to candidates located in Seattle, Austin, Washington D.C., or San Francisco, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. While the position is primarily remote, there will be periodic in-person requirements to support team collaboration and foster stronger connections. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture.

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

Minimum Qualifications  

• 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership r