Vice President, Cloud Operations

Pango Group helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Backed by WndrCo, Warburg Pincus and General Catalyst, Pango Group is dedicated to creating the world’s most comprehensive portfolio of industry-leading cybersecurity solutions. Our vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future. 

Join us for the ride!

About the Role:

The Vice President of Operations at Pango will lead a team of 60+ employees and contractors, and be responsible for the operational functions, alignment with strategic goals, and optimizing the efficiency of our Customer Support and Cloud Services teams. As our VP, Operations, you will work closely with senior management to drive operational excellence, optimize cloud usage and operations strategy, improve business processes, and develop a high-performance culture. 

Day to Day:

• Operational Strategy: Develop and implement long-term operational strategies aligned with the organization's goals. Collaborate with senior leadership to refine operational procedures and workflows.
• Cloud Services Operations: Lead and manage all aspects of cloud operations, including infrastructure, platforms, and services. Ensure the reliability, security, scalability, and performance of Pango’s cloud environments.
• Process Improvement: Identify and streamline inefficient business processes to improve productivity, reduce costs, and enhance service quality. Drive continuous improvement initiatives using Lean, Six Sigma, or other methodologies.
• Team Leadership: Build, mentor, and manage cross-functional teams within operations. Set performance goals, provide professional development opportunities, and foster a results-oriented culture.
• Budget Management: Oversee operational budgets and resource allocation, ensuring cost-effective operations. Monitor financial performance and work with the finance team to manage operational expenses.
• Compliance and Risk Management: Ensure the organization complies with industry regulations, safety protocols, and legal standards. Implement and maintain disaster recovery and business continuity plans for all cloud operations.
• Technology and Innovation: Leverage technology to drive operational efficiency. Lead the implementation of new tools, systems, and platforms to enhance productivity and evaluate technical architecture and design alternatives and provide technical direction to project teams.
• Customer Focus: Work closely with customer service teams to ensure customer satisfaction. Optimize processes to improve the customer experience and address any operational challenges.
• Stakeholder Collaboration: Collaborate with other departments such as sales, marketing, HR, and finance to ensure operational support aligns with company-wide objectives.
• Performance Metrics: Develop and track key performance indicators (KPIs) to assess the success of operational initiatives. Regularly report progress to senior leadership.

What you bring to the table:

• Bachelor’s degree in Business Administration, Ops Management, or related field 
• 10+ years of experience in operations management, including 5+ years in an operations leadership role in a SaaS organization.  
• Experience in managing large-scale, distributed cloud environments in a global organization.
• Experience leading distributed Customer Support organizations.  
• Solid understanding of cloud security best practices, regulatory requirements, and risk management.
• Strong knowledge of financial management, vendor management, and process optimization
• Familiarity with industry regulations and compliance standards
• Experience with performance measurement systems and KPIs
• Experience building and leading a PMO organization

It would be great if you also had:

• A certification in Lean or other operational improvement methodologies
• Experience in in B2B2C Digital Identity Protection or Digital Security industry
• A Master’s degree in Business Administration or Ops Management. 

Pango Group is committed to offering a generous package to support our employees in all aspects of their life in and out of work.  Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!  

Pay range for this position is $250,000 - $275,000 but may vary depending on job-related knowledge, skills, experience and loca