What are the responsibilities and job description for the VP of Service Excellence and Operations position at Applecart?
About Us
Applecart is the leading technology company that C-suites rely on to reach business-critical decision makers. The most important decisions are made by the hardest people to reach and influence. Historically, C-suite leaders have lacked the tools to reach the stakeholders who matter most to their business. The C-suites of hundreds of Fortune 500 companies, major agencies, trade associations, nonprofits, and governments use Applecart to put their best content in front of business-critical decision makers and those they trust — from policymakers and investors to CEOs, key employees, members of the media and more. Decision makers are informed by what they read, learn from advisors, hear from colleagues, and discuss with family and friends. To break through to them, you must reach them through the only channel that really moves them: those they know and trust. Applecart’s platform uses publicly available data to map billions of social relationships between nearly every American adult and enable clients to deliver content directly to decision makers and those who matter most to them.
We are hiring a VP of Service Excellence & Operations, based in New York.
About The Role
We’re looking for a VP of Service Excellence & Operations to build and scale Applecart’s Post-Sales Center of Excellence (CoE), which includes Applecart’s Insights & Reporting and Media Operations subfunctions. Applecart proves the value of our solution primarily through compelling reporting and insights that we provide to our C-level clients. Our CoE must be capable of consistently converting raw data to high-quality reporting and insights that are sufficiently tailored to resonate with each client’s specific business challenges and objectives while operating in a manner that can scale to support 1,000 clients. As such, this role is critical to the evolution of our managed services function and sits at the intersection of client value and ROI.
The ideal leader for this role comes from a SaaS background or consulting/agency, and has scaled post‑sales delivery, standardized processes, and turned data into outcomes for C-level audiences. You’ll own the operating model, tooling, and delivery excellence that powers this important function. This role reports to the SVP of Account Management & Growth.
What You’ll Lead
Compensation
Our compensation package consists of three components: (i) a base salary, (ii) annual cash bonus, and (iii) generous equity compensation.
The base salary range for this role is between $200,000-250,000 , based on the candidate's experience and skills relative to the requirements listed above. The salary range provided is exclusive of discretionary annual cash bonus and equity compensation. The salary range provided for this role is specific to candidates located in the New York City area.
A Few Facts About Us
Applecart is the leading technology company that C-suites rely on to reach business-critical decision makers. The most important decisions are made by the hardest people to reach and influence. Historically, C-suite leaders have lacked the tools to reach the stakeholders who matter most to their business. The C-suites of hundreds of Fortune 500 companies, major agencies, trade associations, nonprofits, and governments use Applecart to put their best content in front of business-critical decision makers and those they trust — from policymakers and investors to CEOs, key employees, members of the media and more. Decision makers are informed by what they read, learn from advisors, hear from colleagues, and discuss with family and friends. To break through to them, you must reach them through the only channel that really moves them: those they know and trust. Applecart’s platform uses publicly available data to map billions of social relationships between nearly every American adult and enable clients to deliver content directly to decision makers and those who matter most to them.
We are hiring a VP of Service Excellence & Operations, based in New York.
About The Role
We’re looking for a VP of Service Excellence & Operations to build and scale Applecart’s Post-Sales Center of Excellence (CoE), which includes Applecart’s Insights & Reporting and Media Operations subfunctions. Applecart proves the value of our solution primarily through compelling reporting and insights that we provide to our C-level clients. Our CoE must be capable of consistently converting raw data to high-quality reporting and insights that are sufficiently tailored to resonate with each client’s specific business challenges and objectives while operating in a manner that can scale to support 1,000 clients. As such, this role is critical to the evolution of our managed services function and sits at the intersection of client value and ROI.
The ideal leader for this role comes from a SaaS background or consulting/agency, and has scaled post‑sales delivery, standardized processes, and turned data into outcomes for C-level audiences. You’ll own the operating model, tooling, and delivery excellence that powers this important function. This role reports to the SVP of Account Management & Growth.
What You’ll Lead
- Center of Excellence (CoE) for Insights, Reporting, and Media Operations
- Cross‑functional interfaces with Customer Success, Product, Data/Engineering, Finance, RevOps, and Sales
- Vendor and tooling strategy for analytics and media platforms
- Org design, capacity planning, hiring, and development for a multi‑disciplinary team
- Developing, driving, and iterating on our CoE strategy and operating model
- Create systems and processes that support Applecart providing its high-touch reporting and insights to 10x the number of clients Applecart has today
- Build a standardized delivery model (e.g., process, SLAs, QA, change management) that balances quality, speed, and margin
- As this is a newly established role, establish the CoE charter, governance, and knowledge management
- Build a culture of operational rigor, curiosity, inclusion, and continuous improvement
- Drive consistent delivery excellence across all accounts; institute tiering and service levels by customer segment for optimal client outcomes
- Partner with Finance and Revenue Operations on services P&L levers: utilization, realization, COGS, margins
- Oversee media strategy, activation, trafficking, QA, and optimization across key platforms
- Ensure tooling and workflow (briefs, tags, pixels, integrations) are robust and automated
- 12 years in post‑sales leadership, ideally in professional services, consulting/agency, or SaaS; 6 years leading multi‑disciplinary teams
- Proven track record building/leading a Center of Excellence or large‑scale delivery operation
- Deep experience across analytics/BI, data storytelling, and KPI frameworks
- Hands‑on familiarity with media operations (paid search/social, programmatic) and measurement
- Strong operational toolkit: process design, change management, SOP/capacity planning, and scaled onboarding/enablement
- Financial acumen for services P&L, utilization, realization, and pricing/packaging
- Executive presence with C‑suite; excellent written and verbal communication
Compensation
Our compensation package consists of three components: (i) a base salary, (ii) annual cash bonus, and (iii) generous equity compensation.
The base salary range for this role is between $200,000-250,000 , based on the candidate's experience and skills relative to the requirements listed above. The salary range provided is exclusive of discretionary annual cash bonus and equity compensation. The salary range provided for this role is specific to candidates located in the New York City area.
A Few Facts About Us
- Applecart’s platform has been used by hundreds of industry-leading clients spanning Fortune 500 companies like Blackstone and Intuit, leading nonprofit organizations like the Environmental Defense Fund, and top-tier advertising and communications agencies like Teneo, FGS, Weber Shandwick, and OMD.
- Applecart is growing quickly — over the last 3 years, we’ve increased our bookings by 10X, grown our headcount by 4X, and we’re cashflow positive.
- Our senior leadership team includes two members of the Forbes 30 under 30 list for Marketing and Advertising, the former Head of Product at Moat, Oracle’s online ad measurement platform, a former senior White House advisor, early sales and talent leaders from Google and Twitter, two of the Democratic Party’s most successful pollsters and strategists, a former CRO of a high-growth tech company with hundreds of millions in ARR, and alums of top-tier organizations like Bain, Amazon and Simpson Thacher.
- Our investors include Bain & Company, global sports, entertainment and marketing giant Endeavor, KKR Co-Founder Henry Kravis, entrepreneur Chris Burch, a founder of Palantir, senior engineering leaders at Twitter and Yelp, former Fortune 50 and advertising agency CEOs, and a number of well-known venture capitalists. Ari Emanuel, CEO of TKO and Executive Chairman of WME, and Jennifer Fonstad, Owl Capital Managing Partner, serve on our board.
- Our work has been featured on Morning Joe on MSNBC, BloombergTV and The Colbert Report, and in Axios, BusinessWeek, the Associated Press, Forbes, the Washington Post, and Politico, among many others.
Salary : $200,000 - $250,000