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 is at a pivotal inflection point in the security industry. Offensive security is no longer optional – it is the standard for forward-thinking companies that want to build trust and resilience in a world where AI-driven innovation and adversaries are moving faster than ever. With the industry shifting, HackerOne stands apart: we combine the ingenuity of the largest security research community with a best-in-class AI-powered platform, trusted by the world’s top organizations.

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; Boston, MA; Washington, DC; San Francisco Bay Area

Position Summary

HackerOne is seeking a Vice President of Customer Operations to partner with the SVP in driving vision to plan within a high-performing global organization spanning 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 translate those designs into actionable plans and establish the KPIs and monitoring framework to keep initiatives on track - flagging where leadership focus is needed. You will lead capacity and resource planning and spearhead an AI-first operational transformation across our customer delivery functions. The ideal candidate is an exceptional first-principles problem-solver, highly structured, operator with a passion for continuous improvement, cross-functional collaboration, and delivering exceptional customer outcomes at scale. Partnering with some of the world’s most influential Fortune 500 companies, you will help to strengthen trust and security while driving long-term customer success.

We are looking for someone with strong change agility to champion our values and solve complex challenges at the intersection of cybersecurity, innovation, and customer success. This role reports to the SVP of Customer and Community Operations and can be based in San Francisco, Seattle, Austin, Boston, or Washington, D.C.

HackerOne Leadership Talent Principals:

Change Agility - Navigates change with clarity, calm, and adaptability.

AI First - Defaults to using AI to build scalable, future-ready solutions.

Data Driven Decision Making - Uses data and evidence to inform decisions, balancing analysis with judgment to drive impactful outcomes.

First Principles Problem Solving - Breaks down problems to their fundamental truths to find effective solutions.

At HackerOne, we embrace a Flexible Work approach that gives us the freedom to do our best work while also fostering the connections and community that make us stronger. Reflecting this philosophy, this is a remote role targeted for candidates within ~50 miles of Seattle, WA; Austin, TX; Boston, MA; Washington, DC; San Francisco Bay Area. We believe this balance of proximity and flexibility gives Hackeronies the chance to occasionally come together – fostering collaboration, connection, and in-person moments that enrich our culture – while still preserving the benefits of remote work.

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.

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