Location
Grapevine, TX | United States
Job description
Position Purpose and Impact
The Aspira Solutions division Vice President of Operations is a vital member of the Company’s leadership team. Reporting to the President, incumbent is responsible for all management and direction of the business’s operational activities in accordance with annual goals and objectives.
Critical in providing the leadership, management, and vision necessary, incumbent ensures the Solutions business has the necessary systems, people, operational controls, and administrative and reporting procedures in place to effectively grow the organization and certify financial strength and operating efficiency. The ideal incumbent accomplishes this through a respectful, constructive, and high energy style, guided by the objectives of the company.
Responsibilities
- Translates the vision and strategy of the Solutions business into operational strategy and associated tactical plans to hold self and operational organization accountable to desired outcomes and holistic stakeholder success.
- Designs and directs internal operations to achieve satisfactory Key Performance Indicators (KPIs), goal delivery, and budgeted results through the management and effective oversight of the business’s Technical Account Management, Professional Services, Retail Contact Center, Help Desk, Logistics, and Fulfillment departments.
- Spearheading client technical interface functions which further Company technology and minimize incremental investment, while crafting client asks into into actions that delight the client.
- Develops tools and methods for teams to prioritize client requests and enhancements in a repeatable and predictable manner that prioritizes retention, client NPS, and profitability.
- Lead high-performing service center operations that drive SLA achievement for clients, while simultaneously dramatically improving key efficiency metrics and leverage AI to reduce headcount.
- Establish and lead clear dashboards describing cost-to-serve by client and manages service by client based on profitability.
- Has a clear understanding of and actively influence the cost-to-serve Solutions clients and differentiated decisions to support and resource needs based on these insights for constant bottom-line improvement and EBITDA gains.
- Participates in the development and preparation of short and long-range plans based upon broad organization goals and develops effective growth strategies; leveraging knowledge of complex processes, technical systems, and project management skills to participate in cross-functional initiatives to enhance existing processes, scope, and design to drive efficiency improvement.
- Drives the execution of Contact Center and Help Desk strategies through effective capacity planning, achievement of Service Level Agreements (SLAs), Net Promotor Scores, etc., and is capable of speaking to the performance of the business as it relates to the industry, market trends, and current and forecasted sate of business success and operation.
- Serves as a strong technical business partner and project manager; defining, outlining, documenting, and driving technical transformation of the operational environment; implementing tailored strategies to support new system implementations, transitioning labor intensive customer service models to technology driven; fostering lean operational methods, and leading development of the company’s technology strategy.
- Holds responsibility for the measurement and effectiveness of all operational processes, return-on-investment, and corresponding business and technical plans meant to bring operational improvements to life and ensure the organization adopts and delivers on intended benefits.
- Oversees development of performance reporting; developing business analytics associated with internal and external reporting for clients, sales, and business health; appraising, evaluating, and reporting on the health and service levels of the company’s operations regularly and systemically.
- Collaborates with all stakeholders for the achievement of business goals and the continued development and establishment of equitable best-in-class policies throughout the business.
- Creates, fosters, and leads a consistently high performing management team able to meet or exceed stretch goals; providing mentorship as a cornerstone to management career development, and spearheading a culture of extreme accountability so domain performance is measured and strategies to improve are designed.
- Effectively uses verbal and written communication skills to convey business concepts and information; actively communicating changes, enhancements, and modifications as necessary for effective business and operation.
- Leads Aspira’s Company culture fostering teamwork, collaboration, transparent communication, and accountability within all actions.
- Performs position in a manner in which self-actions represent and create an engaged employee environment where each employee is treated fairly, personnel are aware of Company goals and goal status, information is transparent, dialogue is active, and all staff are encouraged to act with their best behaviors and skills each day.
- Represents the Solutions division Operations department professionally and respectfully, fostering a teamwork spirit, and maintaining a work environment that can be described as neat, pleasant, and approachable.
- Develops and fosters a strong working relationships and environment of collaboration with both internal and external stakeholders.
- Promotes Company and Solutions business policies and procedures, the quality of its products and reputation, and consistently supports compliance by maintaining the privacy and confidentiality of information, protecting the assets of the organization, and acting with ethics and integrity.
- Practices a proficient ability to work in ambiguous situations, filtering need into a project structure, potentially across multiple projects, departments, or organizational boundaries, to recommend and drive business solutions.
- Supports Solutions management and the Company by completing other objectives as assigned and as needed by the business to achieve goals and market needs; travels willingly and as needed by the business and position.
Desired Qualifications
- Obtains a well demonstrated leadership capacity to assume direct accountability for operations, and the ability to lead and motivate people to achieve agreed-upon results.
- Extremely organized, high-energy, disciplined, hands-on, and process-oriented leader with a strong work ethic.
- Strong people management and leadership skills. Highly effective and active communicator with all cross functional designs and stakeholders; works well with all levels within the Company.
- Open leadership style. Actively seeks out and supports collaborative thinking and problem solving with others in the organization. Does not view collaborative dialogue around decisions defensively, and believes in teamwork, empowerment, innovation, and exceptional service.
- Possesses a natural sense of urgency in achieving business goals, and the ability to embrace entrepreneurial and fast-paced environments.
- Practices a well demonstrated capacity to assume direct accountability for project management, research, and analytics, including the ability to partner and motivate project contacts to achieve agreed-upon results.
- Possesses forward thinking and a strong talent for making decisions based on industry trends, competitive landscapes, and customer needs.
- Ability to synthesize complex issues, turn data into a narrative, and recommend direction in a clear presentation.
- Possesses a natural sense of urgency in achieving business goals.
- Ability to work independently with minimum supervision and guidance, prioritize work, and handle simultaneous tasks with success and accuracy.
- Detail-oriented, displaying an ability to manage multiple tasks simultaneously with strong organizational skills, and effectiveness under pressure with tight timeframes.
- Demonstrated track record of recognizing all constituencies and interacting with all levels of stakeholders in a courteous and professional manner which includes maintaining a calm and sophisticated disposition, not easily frustrated, stressed, or offended.
- Proactive, responsive, results oriented and resourceful; possessing the highest level of integrity and motivation.
- Practices excellent written, interpersonal, listening, and verbal communication skills; consistently sharing important information, and pro-actively digging into issues and people with a concern for holistic stakeholder success.
- Aptitude for recognizing opportunities where the company can provide clients further value, properly evaluating risks and advantages, to consistency expanding existing relationships, growing accounts, and profit.
- Demonstrated ability to project a professional and friendly image to internal and external clients.
- Proficient with Microsoft Suites, including: Word, Excel, Access and PowerPoint.
Desired Education and Experience
- Bachelor’s degree in Business, Leadership, Finance, or related discipline, with a Master’s degree preferred.
- >10 years’ experience within a senior operations leadership or vice president of operations position within the software as a service (SaaS) industryresponsible for all business sector operations.
- Experience operating and managing teams within a cross functional and a national onsite and remote workforce.
- >7 years’ experience within a role managing a multi-team operation with direct oversite and management of a Call Center/Contact Center.
- >7 years’ experience with corporate organizational development, including revenue expansion, systems management, client integrations, contact center automation, integration/leveraging of contact center AI, with full responsibility for customer SLAs, KPIs, and eNPS.
- A proven track record of aligning management teams to ensure key organizational objectives are accomplished.
Desired Hardware and Software Competency
- Experienced with Customer Relationship Management (CRM) software including Salesforce, Hubspot, etc.
- Experience with Task Management Software including Asana and Jira.
- Microsoft Suites Intermediate Level: professional usage of suites in an office setting
- Microsoft Excel Intermediate Level: proficient with v-lookups, basic formulas, with a skillset to utilize spreadsheets for data compilation, analysis, and budget management extremely beneficial.
General Physical Demands
The below physical demands are representative of those required to successfully perform the essential functions of this job.
- Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
- Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
- Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
- Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
- Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
- Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.
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