VP of Operations

Nashville, TN
Full-time


Our company is seeking a Vice President of Operations to oversee key company departments including Transition Services, Technical Support, and Managed Services in our Nashville location. 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 our 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 & Experience Needed

  • Responsible for driving operational excellence and success for the US based operations
  • Responsible for gross margins and onboarding/implementations of all customers
  • Responsible for delivering managed services to over 15,000 locations
  • Deep expertise in managing large, disparate teams
  • Deep expertise in managing budgets, P/L, resources, and projects
  • Deep expertise with network operations center tools and technologies
  • Deep expertise with call center tools and technologies
  • Deep expertise with IT infrastructure tools and technologies
  • Deep expertise with corporate IT systems tools and technologies and corporate security
  • Strong empirical and analytical skills for analyzing performance, trends, models, and environment to drive improvements
  • Strong organization skills and team building talent
  • Strategic problem solver with clear track record of delivering high-level successes and accomplishments in the operational space
  • Complete flexibility to work within an 24/7/365 environment and respond to the needs of a global customer base

Qualifications

  • Bachelor’s degree in business or technology required
  • 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
  • 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
  • Experience in a technology or SaaS organization preferred
  • Proven experience in leading and developing individuals and teams
  • Strong analytical skills
  • Experience with inventory management, tracking and reporting
  • Enthusiasm and a focus on supportive collaboration are huge pluses

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