SVP, Customer Operations

Meet Sievo

We are Sievo – a fast-growing Software-as-a-Service company from Finland. Our unique superpower is called procurement analytics. We are the global leaders in our space and help the largest companies in the world to understand their procurement data, make data-driven decisions, reduce emissions, drive supply chain resilience, and beyond! Each year, we process over 2% of the world’s total spend. Pretty cool, right?

At Sievo, we’re powered by smart and kind people from all over the world. Our 400+ Sievonians are based in Helsinki, Chicago and Bucharest.

About the role

We’re looking for a Senior Vice President of Customer Operations to lead and scale our global Customer Operations function. This is a key leadership role in our management team, reporting to the CEO. The SVP is responsible for ensuring our operations run efficiently and deliver exceptional value to our customers every single day.

Our Customer Operations team of 80+ talented professionals in our Helsinki, Bucharest and Chicago offices handle everything from help desk, weekly and monthly client data extractions and importing processes with data validation, spend data classifications, client product taxonomies, managing central supplier parenting and category work to modernization activities to keep our client environments up-to-date with the latest and greatest innovations we have brought to the market. You’ll be the one shaping how this team evolves, driving operational excellence, building scalable processes, and developing new service models that delight and exceed the expectations of our customers.

This role is both strategic and hands-on: you’ll set direction and build the future of our customer operations, transform and centralise operational activities wherever feasible, while also rolling up your sleeves to make sure we deliver the quality and efficiency our clients expect.

What you’ll do

• Lead and inspire a global team of 80+ persons across three offices (Helsinki, Bucharest and Chicago), with five direct reports as of today.
• Drive excellence in our continuous service delivery, ensuring smooth operations and top-quality customer experience across all touchpoints.
• Develop and evolve our service offering, identify opportunities to improve processes, adopt new ways of working, and create more value for our customers.
• Partner closely with our Customer Success and Product teams to ensure alignment between service operations, customer value, and product roadmap.
• Track and optimize key metrics such as recurring gross margin, gross revenue retention, and customer satisfaction.
• Represent Customer Operations in the company’s management team, contributing to overall strategy and business performance.
• Foster a culture of accountability, collaboration, and continuous improvement — guided by our company values of caring, exceeding, and honesty.

What we’re looking for

• Proven track record of leading large, distributed customer operations, service delivery, or similar teams in a SaaS business.
• Experience working with complex, highly configurable products and enterprise-level customers.
• An ambitious person who enjoys the challenges that a category-defining growth company brings.
• Strong operational and leadership skills — equally comfortable setting strategy and managing day-to-day delivery.
• A data-driven mindset and hands-on approach to problem-solving and decision-making.
• Excellent collaboration skills — ability to partner across functions and inspire teams across time zones.
• A growth mindset — you’re passionate about developing people, scaling processes, and continuously improving how we serve our customers.

What awaits you at Sievo

• A strategic leadership role — as a part of Sievo’s management team, you will shape the strategy and growth of a global organization.
• Leadership of a high-performing, international team — inspire and develop 80+ professionals across Helsinki, Bucharest, and Chicago, while building scalable processes and driving operational excellence.
• Direct impact on enterprise clients — shape how we deliver value to Fortune 500 customers through efficient, innovative, and high-quality service operations.
• A Nordic-inspired culture of transparency and accountability — operate in an environment that values openness, trust, and autonomy, empowering leaders to take ownership and drive meaningful results.
• Opportunity to innovate and transform — define new service models, modernize processes, and continuously elevate the way we serve our customers.
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