VP / Head of Operations (USA)

Job Title: VP / Head of Operations (depending on experience)

Location: USA (Remote or Hybrid), preference for East or Central Time Zone
Travel: Occasional, 10-15%

Job Description:
We are looking for an exceptional, high-impact VP / Head of Operations (COO) to oversee and optimize the day-to-day operations of our Customer Support, Implementations, Professional Services, and Product Operations departments. This highly visible role is essential to driving the company's success, making it a unique blend of hands-on operations, strategic oversight, and cross-functional leadership. As a "jack of all trades," this leader will be deeply analytical, operationally savvy, and a natural collaborator who embodies our motto: Be Humble, Stay Hungry-having the humility to know there's always room to learn and the drive to push for more success, knowledge, and growth.

The ideal candidate has a strong general operational background, with expertise in support management, professional services, and resource optimization. They will lead department heads and people managers, promoting a performance-driven, collaborative culture that achieves ambitious service standards and exceeds client expectations.

Responsibilities:

• Operational Strategy & Execution: Develop and implement strategies to optimize operations and software implementation processes. Align departmental goals to support company-wide objectives, ensuring seamless service delivery and customer satisfaction.
• Leadership of Cross-Functional Teams: Oversee Customer Support, Professional Services, PMO, and Implementation teams. Set performance standards, enforce policies, and drive continuous improvement and compliance across teams to enhance service quality and adherence to regulatory requirements.
• Support Operations Management: Manage and support the Customer Support team, ensuring compliance with SLAs and a commitment to high-quality service. Monitor key support KPIs, including response times, resolution rates, and customer satisfaction scores, to ensure consistent, efficient support delivery.
• Professional Services Management: Lead the Professional Services department, optimizing team utilization and project resources. Develop strategies to improve utilization rates and align resources with demand, ensuring high productivity and client satisfaction.
• Financial Planning & Analysis: Monitor and analyze departmental budgets, P&L, and financial reports. Develop forecasts and financial plans that drive profitability and align with broader company growth goals.
• Resource Allocation & Utilization: Efficiently allocate resources across Professional Services and Implementation teams to maximize productivity, meeting client demands while optimizing team capacity.
• Goal Setting & Reporting: Provide insightful reports and analysis to assist executive leadership with goal-setting and strategic decision-making. Partner with the Managing Director to define and track objectives that support portfolio growth.
• Vendor & Partnership Management: Establish and maintain key vendor relationships to enhance operational efficiency and quality. Manage vendor negotiations and performance to ensure alignment with company standards and goals.
• Support New Initiatives: Collaborate cross-functionally to implement new initiatives, enhance internal product knowledge, and promote operational efficiency across departments.

Qualifications:

• 10+ years of experience in operations management or a similar role, ideally within SaaS or enterprise software, with a record of driving operational excellence and efficiency. Having a prior stint in management consulting would be a bonus.
• Support Operations Expertise: Demonstrated experience managing a Customer Support team, with a solid understanding of support SLAs, KPIs, and support analytics to maintain high service standards.
• Professional Services & Resource Optimization: Proven experience in managing a Professional Services team, with expertise in team utilization and resource management, ensuring project efficiency and client satisfaction.
• Analytical & Strategic: Strong data-driven approach to planning and decision-making. Highly skilled in financial analysis, budget management, and operational KPIs to increase productivity and profitability.
• Leadership & People Management: Experience managing people managers and cross-functional teams, with a focus on team development, performance, and fostering a collaborative, high-achieving culture.
• Vendor & Partnership Management: Skilled in establishing and managing relationships with external vendors and partners, ensuring alignment with company goals and accountability.
• Exceptional Communication Skills: Ability to communicate complex operational insights and goals clearly to stakeholders at all levels.
• Process Improvement & Innovation: Demonstrated success in implementing best practices and process improvements that enhance operational efficiency.
• Values Alignment: Embody our core values-Be Humble, Stay Hungry-by embracing continuous learning, maintaining humility, and pushing for excellence and growth.

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