Vice President of Operations

VP of Operations

 Austin based company is seeking an experienced, energetic, individual for the role of  VP of Customer Operations to add to their quickly growing Team.  The VP of Customer Operations will oversee multiple teams of seasoned support professionals. 

This position will manage the installation process and post-launch support teams.

This position will be responsible for the following :Directing and refining the performance of staff through department managers and improving performance based business goals.Manage direct reports in charge of team comprised of client advocates, technical engineers, technical support engineers who deliver excellent customer service and support to clients nationwide. Maintain a high-performing organization, continuously analyzing current business work flows and productivity/efficiency results in order to implement process improvements Build customer loyalty and ensure customer satisfaction across all departments Mentor front-line leaders in resource planning, hiring, training, and performance management Utilize key metrics and leading indicators to understand how we are performing on product launch projections and identify priorities. Ensure solid financial management including budgeting, achieving launch goals, operating plan expansion, SAS 70 objective adherence and employee career path development Interface with and present to multiple departments and management, including Sales, Development, Product Management, CEO and Chairman on occasion



Qualifications for this role are as follows:Bachelor's degree with more than 10 years of experience in Customer Service and Technical Support management within mid-market and/or financial services software companies. Must have demonstrated/ proven process/ workflow planning Proven leadership and mentoring skills Detail-oriented with ability to assess, organize, and improve business performance. Must be highly adaptable. Working knowledge of overall software implementations and support.