Vp Operations & Business Execution Operations · Canada, Remote View & Apply

Job Title: VP Operations & Business Execution
Location: Remote
Type: Equity-based leadership role (early-stage)
About PocketridePocketride is an AI-powered rideshare platform built for underserved cities, focused on safety, reliability, and dismantling the rideshare gray market. With 3,500+ riders and 200+ drivers already on our waitlist, we are preparing for launch and scaling our operations with strong leadership
Position OverviewWe are looking for a VP Operations & Business Execution to take full ownership of how Pocketride runs day-to-day as we move into launch and scale. This is not a coordination or support role.This role owns execution, reliability, and operational readiness across the company.You will work closely with the CEO,CTO and functional VPs (Tech, Marketing & Growth, Finance, HR & Admin) to ensure strategy turns into reality.
What You’ll OwnCustomer Success & Trust Operations
Build and own customer support and escalation workflows
Oversee Trust & Safety operational processes
Ensure consistent, high-quality customer experience
Track and improve customer experience metrics (NPS, CSAT, resolution time)
Driver Operations
Own driver onboarding execution and readiness workflows
Manage driver lifecycle operations and communications
Ensure operational reliability of supply at launch and beyond
Insurance & Risk Execution
Own incident documentation and claims-trigger workflows
Work closely with Finance (who owns insurance decisions and costs)
Partner, Investor & Stakeholder Operations
Own operational onboarding of partners
Ensure delivery on partnership commitments
Maintain execution credibility with investors and stakeholders
Legal & IP Program ManagementCoordinate with external legal counsel on: contracts, IP filings (patents, trademarks) and regulatory matters
Track legal and IP timelines, deadlines, and documentation
Ensure nothing legal or IP-related slips through the cracks
(Note: legal authority remains with external counsel)
HubSpot & Customer Operations
Own the operational use of HubSpot as the company’s central customer and stakeholder management platform
Build and maintain workflows for rider, driver, partner, and stakeholder lifecycle management
Establish CRM processes for lead capture, onboarding, follow-ups, escalations, and customer support
Ensure accurate and consistent customer and operational data across HubSpot
Develop dashboards and reporting to track customer activity, onboarding progress, support cases, conversion, retention, and operational performance
Work with Marketing & Growth to ensure seamless handoffs between marketing, sales, onboarding, and operations
Identify opportunities to automate repetitive operational workflows and improve response and resolution times
Own HubSpot process governance, ensuring teams follow defined workflows, data standards, and operational protocols
Internal Operations & Scale Readiness
Build SOPs and cross-team handoffs
Own launch readiness checklists and operational dashboards
Ensure teams are execution-aligned and unblock issues early
What This Role Does NOT Own
Product roadmap or engineering decisions (Tech)
Brand strategy or growth campaigns (Marketing & Growth)
Insurance selection or financial exposure (Finance)
Hiring strategy, L&D, or people compliance (HR)
Legal interpretation or final legal decisions (External Counsel)
Who You Are
A strong operator with startup or marketplace experience
Systems-oriented, decisive, and calm under pressure
Founder-level mindset with real ownership mentality
Excited by early-stage ambiguity and building from zero
Why Join Pocketride
Equal-equity leadership role
Direct impact on launch and scale
Work alongside experienced functional VPs
Build operations for a company solving real safety and access problems
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