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The Vice President of Operations reports directly to the Chief Revenue Officer with responsibility for overall design & implementation of CommerceHubs customer & supplier network & system functionality with teams in the US & the UK. Oversees Technical Support, Customer Success, & Onboarding with accountability for the Operations Department to deliver the products & service levels to delight our customers. Also assists in establishing operating procedures & policies; vendor relationships; service, hardware, & software configurations, pricing & standards; product & service development; infrastructure systems & standards; project management.

Specific Duties

  • Oversee day to day functional operations of technical support, onboarding & instructional design/technical writing departments
  • Be a key contributor to the development of the companys strategic plan & other strategic decisions made by executive leadership regarding product design & future areas of growth
  • Ensure strategic vision translates into profitable operations & revenue achievement through data driven decision making
  • Build & maintain collaborative relationships across all departments within the organization to ensure attainment of goals & objectives
  • Establish appropriate business performance metrics, monitor progress, adjust operations as appropriate, & provide regular updates to leadership
  • Responsible for performance management, professional development & team building of management staff in department
  • Manage annual budgeting process & set financial objectives for department. Analyze variances & initiate corrective actions as necessary

Requirements

  • Bachelors Degree required or equivalent work experience
  • 10+ years experience in customer success/support/services in the software industry
  • Experience in a SaaS company preferred
  • Proven ability to coach & mentor teams
  • Strong business acumen with a broad understanding of fundamental business principles
  • Analytical problem-solving skills with an impeccable attention to detail
  • Ability to set overall strategy & drive process improvement
  • Excellent communication skills
  • Strong interpersonal skills with ability to collaborate & build a consensus in a high-pressure environment
 
 
 
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