Vice President of Service Operations

Gaithersburg, MD
Jun 22, 2022
Jun 25, 2022
Full Time
Kamis is looking for a Vice President of Service Operations with a proven track record of success in managing client-facing operations, processes, and metrics. You will lead a talented and customer delivery focused team and be tasked with implementing services delivery practices, defining best practices, bringing awareness of customer experiences through metrics, with a relentless customer focus. The Vice President of Service Operations will oversee all operations within the Managed Services Team, including training, direction, and oversight. They will also be responsible for retaining clients by delivering on the promises we make to our clients, handling issue escalations, planning for and knowing what needs to be done to grow, and providing business intelligence around the managed services operations. The Vice President of Service Operations will bring experience of a strong background in Managed Services, technical experience, and well-developed business acumen - as well as a natural talent for structuring and growing scalable teams. Client relations and strong communication skills are a critical part of this role. DUTIES AND RESPONSIBILITIESThe VP of Service Operations is responsible for managing a team of client-facing services operations staff, working closely with the executive team to ensure that contractual services are exceeded and that a culture of continuous improvement is instilled to ensure clients see added value year after year. This includes:Integrator - Executing on the business plan, creating organizational clarity, communication, and consistency.Functioning as the "integrator" in our adaptation and use of EOS / Traction tools - executing on the strategy by managing quarterly rocks.Managing strategic projects and initiatives created, changed, and concluded as a normal course of business.Working with the Vice President of Sales to ensure scalability of client teams, while managing the blend of talent. Operations, Policies & Procedures - Creating and executing sound customer engagement and satisfaction strategies that squarely address client onboarding and effective management of problem solutions.Establishing, communicating, and implementing operations-related policies, practices, standards, and security measures to ensure effective and consistent support, execution, and sustained adoption.Developing and providing training, documentation, and audits related to core processes such as: provisioning of new laptops and users, offboarding users, and documenting the client's use of technology.Developing and reviewing BrightGauge dashboards to determine workload and capacity of the client teams, making staffing modifications that reflect demand.Client Care (White Glove Operations) - Ensuring that clients feel so satisfied with the service we are providing, that they request or recommend our services in the future.Understanding how the client's business operates and the best opportunities for us to help them most (including strategy, profitability and operations).Ensuring excellent customer retention and overall satisfaction through best-in-class service delivery, and execution of at-risk customer recovery plans.Establishing next generation self-help client portals with ticketing systems that also allow for team integration.Defining, establishing, and owning customer success metrics from both the customer and internal perspectives.Hands on engagement with the help desk ensuring support is consistently exceeding client expectations.People Management - Creating plans, executing them through the team and following key processes from implementation to adoption.Assists the CEO with the management of the company's senior leadership team, both tactically and strategically, standing in the gap during absences.Leading Service Operations Directors to proactively assist / mentor staff with annual performance management, career planning, certification goals, developmental assignments, and advancements.Assisting with the management of thoughtful staffing of the client teams with a proper blend of engineering skills and capacity to deliver on our response and resolution time promises. EDUCATION, PRIOR WORK EXPERIENCE, SPECIALIZED SKILLS/ QUALIFICATIONSBachelor's degree, in Information Technology or Business preferredEOS/Traction prior experience a plusCustomer facing experience delivering managed or professional services, including dealing with customers and internal teams, typically gained over 8-15 yearsProgram management experience (account and project management - been there done that)Strong business acumen with ability to discern and uncover business issues and strategies for resolutionUnderstanding of how technology can solve business problems (detailed technical knowledge not required)Effective communication and presentation skills with the ability to interface at varying levels of managementStrong critical thinking skillsCommitment to qualityExcellent customer relationship management skillsProven ability to solve business challenges under stressful conditionsAbility to manage multiple priorities and interruptions with minimal impact on productivityDemonstrate a high level of independent judgment and initiativeBring organizational structure to new/ad hoc requests to guide a team in coordinated activity. Exemplifies company Core Values: Customer Focus, Teamwork, Continuous Learning, Accountability . High level of PC proficiency (Microsoft Office Suite required); experience with CRM and ERP systems preferred REQUIREMENTS Must have the ability to travel locally, and occasional long-distance travelThis position will be located at our offices in the Washington DC metro area, there will be opportunity to work remote at timesThis position requires having a flexible schedule to work outside of normal office hours as needed based on the seasonality of the business and the needs of the customer to ensure excellent customer experience. Occasionally lift, carry, push, pull or otherwise move objects (1-40 lbs.)