VP, Support and Delivery (SaaS)

HighlightTA is the on-demand talent team for Q4.

About Q4

At Q4, we make an impact together, obsess over our customer, operate with integrity, and bring big ideas to life.

Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes.

We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.

About the Role

As the VP, Client Delivery, you will be the engine behind Q4’s ability to scale and deliver excellence across our platform. Reporting to the CTO, you’ll oversee and integrate operations across Web Development, Customer Support, Events Management and Service Delivery — ensuring that every client interaction post-sale is efficient, high-quality, and value-driven.

This is a strategic leadership role with a clear mandate: build a customer-obsessed operations function that is scalable, proactive, and performance-focused. This role is perfect for a data-driven, process-obsessed leader who thrives in dynamic environments and wants to make a real impact. You will work cross-functionally to proactively support our customers, refine operational workflows, and continuously improve our platform’s service delivery.

Key Responsibilities

Leadership & Team Development

• Lead and mentor a multi-functional team across Web Development, Professional Services, Events and Support.
• Develop team leads and managers to scale high-performing units grounded in accountability, collaboration, and continuous improvement.
• Drive hiring, onboarding, and training strategies to support Q4’s growth and evolving client needs.

Support & Service Delivery

• Oversee the execution of manual product operations, platform-supporting work, ensuring accurate and timely fulfillment.
• Ensure Support teams are equipped with the right tools, processes, and training to resolve issues quickly and empathetically.
• Establish clear SLAs, escalation processes, and coverage models to deliver consistent customer support at scale.
• Maintain high operational stability by identifying and mitigating risks before they impact customers (“keep the trains running”).

Operational Excellence & Scalability

• Identify bottlenecks, inefficiencies, or manual dependencies, and implement process improvements and automation. Define and optimize workflows across success, support, and operations — streamlining handoffs and eliminating inefficiencies.
• Standardize and document workflows across functions to ensure repeatable, high-quality execution.
• Design the operational infrastructure and playbooks to scale services in line with platform growth and customer complexity.

Quality & Performance Management

• Build and maintain a quality assurance framework across all customer-facing operational areas.
• Develop key metrics and dashboards to monitor service performance, customer satisfaction (CSAT, NPS), time-to-resolution, and team KPIs.
• Define and track key operational metrics (e.g., TAT, error rates, backlog, escalations).
• Conduct regular reviews to ensure service standards are met, and implement corrective action plans when needed.

Cross-Functional Collaboration & Strategy

• Partner closely with Product and Engineering to ensure new feature readiness, supportability, and successful go-to-market execution.
• Collaborate with Sales, Revenue Operations, and Finance to support renewals, upsells, and performance forecasting.
• Act as a strategic advisor to the CTO and executive leadership team on operational risks, service health, and growth opportunities.

What You Bring

• 10+ years of progressive leadership experience in operations, customer success, support, or service delivery — preferably in SaaS or high-growth tech.
• Track record of building and scaling cross-functional teams and customer-focused operating models.
• Strong expertise in workflow/process design, automation, and service delivery optimization.
• Experience with customer and support platforms (e.g., Gainsight, Salesforce, Zendesk, JIRA).
• Data-driven and quality-obsessed; skilled in defining and driving KPIs and using insights to inform strategy.
• Strategic thinker and empathetic leader who can operate at both 30,000 feet and ground level.
• Strong communicator, collaborator, and builder of trust — across teams, functions, and stakeholders.

Why Join Q4?

• Be part of a fast-growing SaaS company helping the world’s top public companies succeed.
• Lead in a role with high visibility and impact, directly influencing the customer experience and operational foundation.
• Thrive in a values-driven culture that prizes ownership, speed, and innovation.
• Flexible remote options, learning opportunities, and the chance to build something meaningful.