As the Operations Leader, you will need to develop a thorough understanding of our software products and services, the needs of our customers, and insights into the value they derive from our products and services. This is a challenging position that requires you to bring expertise in delivering world-class customer experiences. Operations Leader will oversee key activities across Vermont Systems, RecDesk, CampBrain, and ePACT including customer onboarding, customer support, customer engagement, and develop strategies to maximize customer satisfaction. Experience with internal systems including help desk systems, CRMs, and other operational tools is a plus. The ideal candidate will be able to successfully guide multiple departments, work collaboratively across the organization, lead strategic thinking, and be an agent of change to ensure the delivery of industry leading customer service.Responsibilities & Duties
- Provide strategic planning and execution to enhance the efficiency of the company's operations
- Represent and advocate for Operations within Parks & Rec Executive Leadership
- Develop and administer plans and associated budgets that optimize the use of personnel, systems, and financial resources to deliver the highest levels of service and customer satisfaction
- Find opportunities to elevate service delivery and customer satisfaction across brands, while retaining the unique value of brand-specific services
- Create and lead strategies to improve customer satisfaction and reduce churn
- Establish, monitor, and work towards cross-org OKRs and KPIs in support of organizational goals
- Achieve a high level of expertise and understanding of products and the needs of our customers
- Lead, mentor, and develop management teams and staff providing transparent expectations and career growth opportunities
- Develop productive and collaborative working relationships with leaders across the organization
- Create and execute strategies to facilitate collaborative work across Operations inclusive of directors, managers, and individual contributors
- Work to identify strategies for automating and streamlining processes and functions
- Have full operational oversight of Customer Support, Project Management, Implementation/Onboarding, Account Management, and Client Education
- Develop and implement robust processes and policies that enable the company to scale and work efficiently
- Ensure active and effective communication from Operations across departments, specifically with Product, Engineering, and Sales
- Act as an innovative thought leader
Qualifications & Experience
- Bachelor's degree in business or technology
- 10+ years of related SaaS experience in a high-level management positions
- Ability to plan and organize diverse value streams and improve processes
- Strong operations, customer support, and CRM systems experience
- Experience managing customers and customer success
- Ability to manage multiple projects simultaneously
- Experience working in fast-paced, rapidly changing environments
- Excellent organizational, support, and management skills
- Self-starter who builds rapport and works well with people at all levels, both inside and outside of the company
- Strong technical skills and comfort with software and technology concepts
- Proven experience leading and developing individuals and teams
- Strong analytical skills
Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.