Vice President of Customer Operations

2 weeks ago

Raleigh, United States JDXpert Full time

At JDXpert, we are on a mission to redefine how organizations manage job descriptions. We deliver a fantastic product and are an experienced and enthusiastic team dedicated to helping our clients become job description Xperts Our groundbreaking job information and description management solution is highly configurable, extremely powerful, and can accommodate even the largest and most intricate organizations.
We are passionate about what we do, the product we sell, and the customers we serve. If you're looking for an opportunity to join a team that values collaboration, innovation, and integrity, we're the right company. 
JDXpert is looking for YOU 
As our VP of Customer Operations, you'll be pivotal in shaping the company's operational strategy, ensuring efficient, effective, and scalable operations. Reporting directly to the CEO, you will be responsible for developing and implementing a comprehensive operational strategy aligned with the company's mission and objectives. You will serve as the strategic and operational leader of the Onboarding, Professional Services (Solutions), and Customer Support teams. You will continuously evaluate and improve processes to adapt to market trends and growth opportunities. You will lead, manage, and empower the customer operations function to meet and exceed business delivery.
What you'll do: 

  • Set an example as a hands-on leader of a team of Managers responsible for the following functions: Onboarding, Professional Services (Solutions), and Customer Support
  • Develop and refine our operational processes, strategies, metrics, and establish comprehensive reporting related to the aforementioned functions
  • Develop and optimize consistent, repeatable, and measurable product implementation and adoption. This role will bring efficiency and accountability to our operational functions
  • Improve and maintain overall customer experience and satisfaction related to Onboarding, Professional Services, and Customer Support (Time to Implement, NPS, CSAT, Retention, etc.)
  • Drive accountability amongst the team to ensure quality service and operational performance within the parameters of program and delivery standards.
  • Partner with the CEO to design and implement business strategies that drive operational and financial efficiency
  • Work closely with other department leaders (mainly the CRO and Manager of Customer Success) to collaborate on policies and procedures that enhance the customer experience and retention
  • Foster an engaging, fun, collaborative, and performance-driven work environment

What you’ll need to have:

  • 5+years leading Customer Operations or Customer Success functions at a high-growth B2B SaaS software business, preferably one with sophisticated investor backing (Private Equity, etc.)
  • Proven track record of strong results owning in part, but not limited to, customer onboarding, product implementation, professional services, and/or customer support
  • Proven success working with a highly configurable software platform, paired with navigating enterprise-level customers through complex product implementation processes.
  • Ability to quickly analyze, synthesize, understand, and subsequently improve operational processes.
  • Bachelor’s degree or equivalent experience in Business Administration, Computer Science, Software Engineering, or related discipline


What will help you stand out as a candidate:

  • Proven record of leading a Customer Operations or Customer Success team through a period of strategic and operational improvement/innovation
  • Experience working with large bureaucratic customers (Fortune 1,000) and a proven ability to marshal these customers through the decision-making process and software implementation
  • Experience working in B2B HR Technology with large enterprise customers, specifically working with CHRO, Talent Acquisition, Talent Compliance, and/or Compensation departments
  • Deep technical knowledge and experience as a key partner in strategic planning for a growing B2B software business
  • Strong bias toward action
  • Ability to solve problems autonomously
  • Excellent interpersonal and communication skills
  • Ability to empower and motivate employees while holding them accountable to desired outcomes/results

JDXpert is currently operating on a hybrid-remote model with both in-office and remote work. This position is based in Raleigh, NC and the VP of Customer Success is expected to have a visible presence across the organization.
This role reports to our Chief Executive Officer.
Salary Range: $200,000 base salary, + performance-based bonus; meaningful equity offering.
 

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