ABC Fitness Solutions

Vice President, Operations Location: Remote, United States Job Type: Full-time (Remote) Salary: $242,000–$258,000 annually Job Description ABC Fitness is looking for a VP, Operations to strengthen how the company translates strategy into measurable execution. This leader designs and continuously improve ABC's enterprise operating system and will create the operating rhythms, KPI discipline, governance routines, and cross-functional visibility that help teams stay aligned, make better decisions, and deliver company priorities at scale. The VP, Operations will partner closely with senior leaders across R&D, CX, GTM, the CIO organization, Finance, and other teams. They will help connect priorities across functions, clarify ownership, surface risks and dependencies, and ensure leaders have the right metrics and forums to manage performance. You’ll be successful in this role if you can help senior teams move from strategy to execution with clear priorities, shared metrics, practical processes, and strong cross-functional alignment. What You’ll Do - Translate company priorities into measurable execution plans, operating rhythms, KPIs, governance routines, and accountability mechanisms across functions. - Build and lead enterprise operations practices that improve planning, prioritization, decision-making, and follow-through across the business. - Lead ABC’s enterprise PMO strategy, operating cadence, and governance model to improve clarity, accountability, prioritization, and execution across strategic initiatives. - Drive organization readiness for major business changes, including product launches, customer lifecycle improvements, operating model shifts, and AI-enabled workflow transformation. - Lead cross-functional operating forums that help senior leaders align priorities, resolve dependencies, manage risks, and improve execution against company goals. - Establish consistent operating review standards, including common inputs, metrics, decision forums, escalation paths, and executive reporting. - Create company-wide visibility into performance, priorities, risks, dependencies, and decisions so leaders can act quickly and confidently. - Partner with Finance and business leaders to connect operational performance, resource planning, process improvements, and business outcomes. - Identify operational gaps, process breakdowns, and execution risks, then lead practical improvements that help teams operate more effectively at scale. - Lead, coach, and develop a team of 20+ operations professionals across a global operating model. - Strengthen accountability and execution across the company while preserving speed, ownership, and collaboration. - Drive the organization's AI and automation strategy by embedding AI-enabled, data-driven decision-making across business functions. - Establish KPIs and success metrics that quantify AI adoption, productivity gains, quality improvements, and customer outcomes. - Collaborate with cross-functional leaders to prioritize AI initiatives, align investments with business objectives, and deliver measurable business value. What You’ll Need - 10+ years of progressive operations leadership experience, including experience leading enterprise operations, business operations, strategy and operations, or a similar company-wide operating function. - Proven experience leading leaders or distributed teams across multiple business functions. - Experience creating operating models, governance routines, KPI frameworks, business reviews, executive dashboards, and performance management mechanisms. - Strong financial acumen, with the ability to connect operational metrics, resource decisions, process performance, and business outcomes. - Global operating experience, including the ability to lead across time zones, functions, and different levels of team maturity. - Strong process management discipline, with a track record of improving consistency, decision-making, accountability, and execution quality. - Ability to influence senior leaders, clarify ownership, and drive follow-through in complex, cross-functional environments. - Clear communication skills, including the ability to turn complex operational information into concise, decision-ready insights. - Experience supporting AI-enabled transformation, including workflow redesign, operating model change, adoption planning, and measurement of productivity, quality, or decision-making improvements. And It’s Great to Have - Experience in SaaS, technology, payments, fitness, wellness, or customer operations environments. - Experience in a PE-backed, high-growth, or global company. - Experience scaling enterprise operations, business operations, or strategy and operations functions. - Familiarity with AI-enabled productivity, workflow automation, analytics, or operating intelligence tools that improve visibility and execution. - Experience supporting transformation, integration, operating model redesign, or enterprise-wide process improvement. What Success Looks Like - ABC has a clearer and more consistent enterprise operating rhythm across functions. - Company priorities are translated into measurable plans, KPIs, owners, milestones, and decision forums. - Drive the successful execution of strategic initiatives by delivering outcomes on schedule, within budget, and aligned with business objectives. - Standardize PMO processes and drive continuous improvement to enhance delivery quality and stakeholder satisfaction. - Operating reviews across teams become more standardized, useful, and action-oriented. - Enterprise operations teams are better aligned and more effective in supporting functional execution. - Executive leaders have stronger visibility into business performance, process health, risks, dependencies, and decisions. - Cross-functional teams experience less ambiguity, fewer process gaps, and stronger accountability. - ABC scales with stronger operating discipline while preserving speed, ownership, and collaboration. At ABC, we value One Team, Growth Mindset, and Best Life. We look for people who collaborate with empathy, keep learning, and help build an environment where teammates can do meaningful work and perform at their best. You’ll have the opportunity to shape how a global, purpose-led fitness technology company operates at scale, partnering with senior leaders to improve execution, customer impact, and business performance. ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where employees, clients, and stakeholders feel valued, supported, and inspired to reach their full potential. Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is - $242,000 - $258,000 USD- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements. WHAT’S IN IT FOR YOU: - Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset - Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! - Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam - Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws! - Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement - Medical/Dental/Vision coverage - EAP – we get you help when you need it. Period. - Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 - And more! – so many benefits we couldn’t even fit them all here!

• Coach, develop, and lead a team of Sales Development Representatives to consistently achieve SQL and pipeline goals. • Inspect daily execution through call recordings, conversation intelligence, CRM data, and activity metrics to identify coaching opportunities. • Build a culture of accountability, continuous improvement, and high performance. • Partner with Marketing, Sales, and Revenue Operations to improve lead quality, conversion, and pipeline generation. • Develop future sales talent by mentoring SDRs into successful Account Executives and sales leaders. • Leverage AI, automation, and modern sales technology to improve team effectiveness and coaching quality.

• Translate company priorities into measurable execution plans, operating rhythms, KPIs, governance routines, and accountability mechanisms across functions. • Build and lead enterprise operations practices that improve planning, prioritization, decision-making, and follow-through across the business. • Lead ABC’s enterprise PMO strategy, operating cadence, and governance model to improve clarity, accountability, prioritization, and execution across strategic initiatives. • Drive organization readiness for major business changes, including product launches, customer lifecycle improvements, operating model shifts, and AI-enabled workflow transformation. • Lead cross-functional operating forums that help senior leaders align priorities, resolve dependencies, manage risks, and improve execution against company goals. • Establish consistent operating review standards, including common inputs, metrics, decision forums, escalation paths, and executive reporting. • Create company-wide visibility into performance, priorities, risks, dependencies, and decisions so leaders can act quickly and confidently. • Partner with Finance and business leaders to connect operational performance, resource planning, process improvements, and business outcomes. • Identify operational gaps, process breakdowns, and execution risks, then lead practical improvements that help teams operate more effectively at scale. • Lead, coach, and develop a team of 20+ operations professionals across a global operating model. • Strengthen accountability and execution across the company while preserving speed, ownership, and collaboration. • Drive the organization's AI and automation strategy by embedding AI-enabled, data-driven decision-making across business functions. • Establish KPIs and success metrics that quantify AI adoption, productivity gains, quality improvements, and customer outcomes. • Collaborate with cross-functional leaders to prioritize AI initiatives, align investments with business objectives, and deliver measurable business value .

• Work closely with clients to understand their business goals and objectives, ensuring ABC’s solutions are being adopted into their teams’ daily workflow, generating positive ROI, and growing lifetime customer value for ABC Fitness. • Be the trusted partner for the client on use-case and product functionality. • Create client deliverables (presentations, business process enhancements, strategy recommendations, reporting and updates) suitable for a diverse set of constituents from senior executives to application end users. • Establish strong relationships with decision-makers and key influencers within each account in your book of business. • Develop, execute, and maintain strategic account plans and QBRs to drive business value and ROI. • Forecast, identify risk, and maintain a strong client renewal rate and drive expansion in partnership with the Account Executive team. • Clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing client churn. • Work closely with client and internal teams to maintain visibility into product performance and client feedback. • Build client advocates who will speak on behalf of ABC as a reference and share success stories in ABC events and content. • Responsible for ensuring an internal closed loop process for all client projects & inquiries, along with ensuring quoted timelines are abided by. • Expected to work with minimal supervision at times and contribute to strategic decision making within the department. • Maintain a strong sense of all your portfolio metrics including Health Score, Net Promoter Score, CSAT, Verified Outcomes, Gross Retention Rate, and Net Retention Rate.

• Build trust and long-term relationships with all customers in your portfolio • Support customers across multiple geographies and time zones • Manage and guide organic implementation including training, and technical account setup • Engage customers in business operations discovery during onboarding to ensure successful and strategic technical account setup, and work with technical teams to deliver customized accounts • Work closely with Sales, Product, and other internal stakeholders to deliver success for customers throughout the customer lifecycle • Identify areas of opportunity to growth portfolio revenue • Track and monitor account health and identify any areas of concern, and/or opportunities for growth; deliver consistent and meaningful business reviews to key stakeholders • Execute customer success plans • Harvest customer success stories and testimonials from customers capturing business outcomes • Demonstrate product capability, functionality, and potential business outcomes • Act as a direct point of contact for escalation of customer issues, identifying and directing internal resources to help find a resolution • Directly handle escalated support tickets • Maintain customer and product usage intelligence using our CRM and customer engagement platforms. Preparation and delivery of feature requirements and feedback reports directly to the Product team • Create and deliver executive business reviews • Any related ad-hoc or project tasks as required • Participate in cross-functional projects across teams

• Lead engineering across the Gym, Studio, and Enterprise product areas, including Ignite, Glofox, API platforms, and staff-facing operational experiences for clubs and studios. • Own technical strategy, delivery execution, operational excellence, and engineering culture for the portfolio. • Partner with Product and business leadership to define measurable customer, business, and operational outcomes. • Translate company priorities into clear engineering plans, investment choices, sequencing decisions, and execution rhythms. • Drive AI-enabled SDLC adoption across the Gym, Studio, and Enterprise engineering organization, partnering with the engineering enablement VP and peer leaders to roll out shared practices, support team transition, and improve productivity, quality, and operating discipline. • Lead and develop a globally distributed engineering organization across North America, Brazil, Europe, and India. • Improve delivery predictability, product quality, platform reliability, security posture, and operational efficiency. • Drive modernization of legacy and current platforms, APIs, integrations, and staff-facing operational systems. • Strengthen engineering operating rhythms, including planning, execution, dependency management, incident response, release readiness, and portfolio-level reporting. • Partner with Customer Success, Support, and enterprise stakeholders to understand customer pain, resolve escalations, and prioritize systemic improvements. • Build, coach, and develop engineering leaders, creating strong succession plans and clear accountability across the organization. • Promote scalable communication practices, strong cross-functional alignment, and consistent execution across distributed teams. • Represent engineering in executive discussions, product planning, customer conversations, and strategic transformation initiatives.

• Set the enterprise product vision and multi-year strategy for Integrated Product Strategy across ABC’s global portfolio, including Ignite, Glofox, Trainerize, and Evo. • Lead ABC’s embedded AI and agentic product strategy, identifying where intelligent workflows, automation, personalization, recommendations, and AI agents can improve operator outcomes and member experiences. • Build and lead a high-performing product and UX team across agentic AI, APIs/MCPs, and shared platform capabilities, with accountability for hiring, coaching, operating rhythm, and measurable outcomes. • Drive cross-portfolio alignment by turning multiple product lines into a more coherent platform experience, making clear tradeoffs across customer value, technical feasibility, speed, risk, and long-term platform leverage. • Partner with Engineering, Data, Architecture, Security, Design, and Product leaders to define shared capabilities, API-first services, orchestration layers, and data foundations that enable AI-powered product experiences. • Shape build, buy, and partner recommendations for AI and platform capabilities, balancing time-to-value with ABC’s long-term strategic advantage. • Partner with GTM, Customer Success, Commercial, and Marketing leaders to support packaging, positioning, pricing inputs, launch readiness, adoption, and monetization of new AI-enabled capabilities. • Represent IPS and AI product strategy in executive, customer, portfolio, and board-level discussions through clear narratives, decision-ready recommendations, and measurable progress against business outcomes. • Help evolve how ABC builds products in an AI-native environment, including how teams use AI in discovery, prototyping, experimentation, delivery, measurement, and customer learning.

• Build and own the global partner strategy and relationships with strategic ABC partners (payment processors, networks, banks, and technology partners such as Stripe, Worldpay, and Visa) • Work cross-functionally with a number of ABC teams – including Engineering, Product, Sales, Finance, Operations, Treasury, Legal and others – to negotiate contracts and pricing, build integrations, products, support deals, and drive process enhancements • Define SLAs and performance standards for our partners and drive efforts to implement and track commitments • Manage monthly and quarterly business reviews with partners • Identify capabilities and needs for ABC’s top markets and identify the partners to provide the necessary payment processing coverage to support our market expansion, new programs and solutions (including defining payment methods, technical and operational requirements) to address them • Develop and manage end-to-end project plans for new implementations, working closely with other stakeholders and partners to ensure on-time delivery • Negotiate pricing and contractual agreements and continue to analyze processing fees and charges to optimize costs to ensure ABC remains competitive • Identify, scope, and drive process improvements across your area(s) of ownership • Assist with incident resolution when needed, working closely with Engineering, Operations, Customer Success teams to drive partner communications and escalations

• Design, develop, test, and document software for existing and new products • Build, maintain, and optimize .NET backend services (ASP.NET Core, REST APIs) and related data access • Own and evolve the backend architecture for our products, including RESTful APIs and Microsoft SQL Server (schema, queries, performance) • Own API strategy: set standards for design, versioning, security, and cross-team contracts, including third-party integration surfaces • Establish and uphold team practices and guardrails for agentic-IDE development (Cursor or similar), including review standards for agent-generated code • Partner with frontend (web and mobile), product, and design to define APIs and deliver cohesive, high-quality features • Work with DevOps on builds, releases, patching, and operational readiness • Review code, handle merge requests, and help keep code quality, structure, and automation (testing, CI/CD) at a high bar • Identify bottlenecks, debug production issues, and improve reliability and performance • Provide technical estimates and communicate progress and risks clearly • Lead and coach junior and intermediate developers; raise the bar through pairing and feedback • Improve engineering practices and processes (testing, observability, release discipline) in ways that fit the team • Share ownership of production health: monitor, respond to critical incidents, and drive fixes for instability or regressions

• Own pricing and packaging architecture across plans, bundles, add-ons, usage metrics, and segment-specific offers. • Design pricing models (subscription, usage-based, tiered, value-based, etc.) that support company growth objectives across product-led and sales-led motions. • Conduct pricing analyses to identify revenue optimization opportunities and margin improvements. • Evaluate competitive pricing, market trends, and customer willingness-to-pay. • Develop pricing strategies that account for global markets, currencies, and regional dynamics, ensuring consistency while allowing for localized optimization. • Design and optimize pricing models that incorporate payments, transaction fees, and monetization of payment flows (e.g., take rates, interchange, processing fees). • Lead end-to-end pricing for existing customers and new product launches, from architecting packaging and tier logic to setting price points that drive retention, growth, and margin targets, ensuring new offerings integrate cleanly with existing bundles and tiering structures. • Partner with Sales leadership to establish pricing guardrails, discounting frameworks, and deal approval processes. • Own implementation of final tiered approval authority matrix on discounting for individual deals, ensuring pricing discipline while supporting sales velocity. • Monitor pricing performance and drive initiatives to improve ARR, deal size, and profitability. • Drive monetization strategies that optimize end-to-end revenue, including payments-related revenue streams, while balancing customer experience and conversion. • Apply AI-driven analytics and predictive modeling to optimize pricing strategies for existing and new customers, forecast revenue impact, and identify pricing opportunities across customer segments. • Use machine learning and advanced data insights to analyze customer behavior, price elasticity, and market dynamics to inform pricing decisions. • Partner with Data and Technology teams to implement AI-enabled pricing tools and automation that enhance pricing intelligence and decision-making. • Work closely with Product and Product Marketing to ensure pricing is tightly connected to product packaging and positioning. • Collaborate with Finance to forecast revenue impact of pricing changes and track pricing KPIs. • Partner with Revenue Operations to operationalize pricing models within CRM and quoting tools. • Partner with Payments, Finance, and Product teams to connect pricing with payment infrastructure, cost structures, and margin optimization across geographies. • Build pricing models and analytics to evaluate elasticity, customer segments, and pricing scenarios. • Establish dashboards and reporting to track pricing effectiveness and revenue impact. • Use data-driven insights to guide leadership in decision-making. • Analyze regional pricing performance, currency impacts, and payment-related economics to inform global pricing strategy and profitability. • Establish and lead a formal cross-functional pricing committee that reviews and approves all pricing changes, evaluates new pricing concepts, and provides consistent governance across the business. • Own pricing governance, approval frameworks, and decision rights across list pricing, discounting, and segment-specific offers. • Implement pricing policies and discount guidelines that protect margins while enabling sales execution. • Support sales enablement by developing pricing tools, training, and documentation. • Ensure pricing compliance across deals and contracts.