VP of Operations
Company: Software Services, Chesterfield, MO
Posted on: September 10, 2018
About the Position Company is seeking a Vice President of Operations to oversee key company departments including Fulfillment, Customer Success, and Customer Service. The VP of Operations will be responsible for the smooth and efficient function of these departments, for implementing systems and processes to improve our operations and consistently strive to drive costs from the business. You will manage a high-performing team to develop talent, establish departmental objectives and priorities and set and measure KPIs and metrics. You will work closely with other senior leaders in the business and work to ensure our systems and processes keep pace with our fast growth and dynamic environment. As a leader in the company, you will need to develop a thorough understanding of our products and services, and the needs of our customers’ and insights on the value they derive from our products. This is a challenging position that requires you to bring expertise in delivering world-class customer service. You should have experience leading key customer success activities including customer onboarding and engagement, and experience developing strategies to mitigate customer churn for a subscription-based business. You will also be responsible to ensure the efficient operation of our Fulfillment team that oversees product shipping and inventory management. A real plus is experience working with internal systems including Salesforce, call center phone systems, workforce management systems, inventory management systems and other operational tools and services. We’re a software and technology company, so a high-degree of comfort or experience in this type of environment is also a plus. The ideal candidate will be able to successfully manage multiple departments, work collaboratively across the organization, lead strategic operations thinking and deliver high quality, cost-effective day-to-day operations for the company. Essential Functions – Responsibilities Provide strategic planning and execution to enhance profitability and efficiency of the company’s operations Develop and administer short and long-range plans that optimize the use of personnel, material and financial resources to deliver the highest-levels of service and customer satisfaction Create and lead strategies to reduce customer churn Oversee product shipping and inventory management (hardware, packaging, accessories, etc.) Establish, monitor and work toward departmental KPIs in support of the larger organizational goals Achieve a high level of expertise and understanding of our products and the needs of our customers Lead, train and develop staff Develop productive, collaborative working relationships with leaders across the organization Work to identify strategies for automating and streamlining processes and functions REQUIREMENTS Qualifications Bachelor’s degree in business or technology Experience in a technology or SaaS organization preferred Proven experience in leading and developing individuals and teams Working knowledge of GPS technology is a plus Strong analytical skills Experience with inventory management, tracking and reporting Enthusiasm, a sense of humor and a focus on supportive collaboration are huge pluses 5-10 years of related experience in a high-level management position Ability to plan supply chain strategies, organize work functions and improves processes Strong Operations, customer support and/or fulfillment systems experience Experience managing customers and customer success for a subscription-based business highly desired Ability to manage multiple projects simultaneously Ability to maintain organization and professionalism in a fast-paced, rapidly changing environment Self-starter who builds rapport and work with people at all levels, both inside and outside of the company Strong technical skills and/or comfort with software and technology concepts Excellent organizational, support and management skills
Keywords: Software Services, Chesterfield, MO, Chesterfield , VP of Operations, Executive , Chesterfield, Missouri
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