Hi, I'm John Moffa.
I run customer ops.
15+ years helping SaaS companies turn customer complexity into operational clarity — across onboarding, implementation, support, and go-to-market.
Formerly at Roam · Previously Head of IT Ops at Yext
Where I create value
Customer Operations
Building the systems, processes, and communication loops that move customers from interest to adoption — without the chaos.
GTM & Cross-Functional Execution
Partnering with Sales, Marketing, Product, and Engineering to support demos, launches, feedback loops, and growth.
Enterprise Onboarding & Implementation
Designing rollout plans, training flows, and stakeholder alignment that help teams get value faster.
Technical Solutions & Support
Bridging customers, product, and engineering to solve technical problems and reduce friction.
About me
“I've spent my career in the messy middle between customers, technical teams, and business operations.”
At Roam, I worked across customer operations, onboarding, support, technical implementation, product feedback, sales support, and go-to-market execution. My role was broad by design: help customers get implemented successfully, solve real problems, and make sure the right feedback made it back to the team.
Before Roam, I spent over a decade in IT Operations and project leadership at Yext — which gave me a technical foundation and a ground-level understanding of how companies actually work, not just how they look on paper.
I'm at my best when the job isn't neatly boxed into one department. I connect the dots between customers, product, process, and execution.
Experience
Director of Customer Operations & Solutions
Led cross-functional customer operations, enterprise onboarding, technical implementation, and go-to-market for a high-growth remote collaboration platform. Worked the full customer lifecycle — demos, onboarding, rollout, support, adoption, and feedback loops — while collaborating daily with Sales, Product, Engineering, and Marketing.
IT Operations & Project Leadership
10+ years across IT Operations and project leadership. Grew from IT Support Engineer to Head of IT Operations, building a strong technical foundation in infrastructure, systems, stakeholder management, and operational execution.
Co-Founder
Built and operated a business with full ownership across operations, customer relationships, technology, and execution.
Where I fit best
I'm most interested in SaaS companies where customer experience, implementation, product feedback, and operational execution are tightly connected.
Consulting & advisory
Open to select consulting projects with SaaS companies that need help with onboarding, customer operations, support workflows, implementation, or internal communication.
Onboarding audits
Find and fix where customers fall off during onboarding.
Implementation process design
Build rollout frameworks that scale without breaking.
Support & escalation workflows
Fix the chaos before it reaches the CEO's inbox.
SaaS rollout strategy
Plan launches that actually land with customers.
Customer communication & enablement
Better docs, better training, better adoption.
Internal ops & process cleanup
Untangle the internal processes slowing you down.
GTM / customer feedback loops
Connect what customers say to what the product does.