Vice President of Operations

About Us Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team. Why work for Ylopo? At Ylopo we offer team members: a commitment to personal development, guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company, excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts, team building events, team lunches/ happy hours, and other company wide events a supportive, caring environment dedicated to continuous learning and growth. The Vice President of Operations is an executive role responsible for shaping and executing Ylopo’s client success strategy across the entire customer lifecycle. This leader oversees all aspects of the client experience, ensuring seamless onboarding, impactful support, strong adoption of products, and long-term client growth and retention. The VP of Operations will lead and align multiple teams, including Implementations & Onboarding, Client Success Management, Client Growth/Expansion, Training, AI & Product Support, Website Design & Development, and Website Project Management, into a unified client-first strategy. The role requires a visionary leader with strong operational discipline, the ability to drive cross-functional alignment, and a passion for delivering best-in-class customer experiences at scale. Key Responsibilities Develop and execute the overall vision and strategy for the Ylopo client experience, spanning the entire client lifecycle Serve as a key member of the executive leadership team, representing the voice of the client in strategic decisions Play a key role in shaping company-wide strategy to support growth, scalability, and innovation Lead and develop a high-performing leadership team across multiple functions, ensuring alignment with company strategy Drive metrics-based performance management, with a focus on NRR, NPS, CSAT, churn reduction, and expansion revenue Align and integrate all client-facing functions to create a consistent, seamless journey across the lifecycle Implement standardized processes, reporting, and tools across client-facing functions to ensure consistency and efficiency. Oversee seamless execution of implementations, onboarding, and support operations at scale. Partner with Sales to ensure smooth client handoffs and expansion opportunities. Collaborate with Product and Engineering to channel client feedback into roadmap decisions. Act as executive sponsor for key enterprise accounts and serve as escalation point for critical client issues Standardize processes, tools, and metrics across all client-facing teams to improve efficiency, scale, and quality. Qualifications 10+ years of progressive leadership experience in Client Success, Customer Experience, or related functions, ideally within SaaS, MarTech, or technology-driven industries. Real Estate experience is a plus. Demonstrated success in reducing churn, increasing net revenue retention (NRR), improving CSAT/NPS, and driving expansion revenue. Proven track record of leading large, multi-disciplinary, global client-facing teams. Proficiency with client success and automation platforms (e.g., Salesforce, JIRA) and the ability to leverage data and automation to drive efficiency and client outcomes. Strong track record of cross-functional collaboration , influencing product roadmaps, and shaping go-to-market strategies to align with client needs. A structured, data-driven, and process-oriented mindset with the ability to execute at scale. At Ylopo, we are dedicated to fostering a supportive and inclusive work environment where all team members can thrive. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth and development. If you are passionate about client success and want to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity. Ylopo is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. To learn more about this commitment, visit: www.ylopo.com/ylopos-diversity-equity-and-inclusion-policy Ylopo reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.