We are now looking for a battle-tested VP of Client Operations to lead all post-sales teams, including the professional services, live events, support, and solutions teams. Your department will work cross-functionally — collaborating with the sales, marketing, product, and engineering teams — to ensure a successful client journey, from the initial installation and launch of Company’s technology to the ongoing activation of that technology in the live events setting. This is not a project manager or IC role; it is a key leadership position that requires you to maximize leverage, take ownership, and design, implement, and constantly improve strategies and processes to ensure Company’s technology performs to its full potential when deployed in the field. The ideal candidate must be passionate about high-quality, repeatable processes that produce short, mid and long-term results; and that candidate must also be passionate about measuring those results with consistent metrics quarter after quarter, bringing constant rigor to the client operations function. You’ll report directly to the Chief Operating Officer.
Company is remote-friendly, but we prefer candidates for this role to be in Los Angeles or Bay Area.
Roles and Responsibilities
- Take full ownership of and accountability for the success of all of Company’s deployments and live activations
- Manage the professional services, live events, support, and solutions teams; work with the COO on departmental budget, hiring plans, operational strategy
- Test, develop, and implement repeatable best practices across the client operations function; use technology, systems and processes to drive consistency, repeatability and scale.
- Constantly measure the performance of the client operations team, reporting on performance against targets and drawing conclusions about such performance, with data-driven recommendations for improvement where necessary
- Coordinate quarterly planning process (OKRs) across the client operations team, including quarterly off-sites; communicate clearly and consistently the priorities for the team
- Responsible for the overall culture and sentiment of your organization. You will encourage and support the development of your teams. This includes, but is not limited to, selecting talent, developing the team, coaching, and driving a positive and collaborative culture that embraces the Company values (passion, ambition, continuous improvement and teamwork) and measures and prioritizes outcomes over inputs.
- Work closely with the engineering, product, sales, and marketing to ensure alignment on key goals and metrics for client success; engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements
- Provide key updates and presentations to the executive leadership team; Deliver key strategic business reviews with key stakeholders; Provide executive level communication and engagement.
- Identify and attack ambiguous problems.
Experience/Skills
- 15+ years experience as an operations leader, with minimum 10 years managing multiple teams
- Prior experience in a high growth technology startup required
- Experience managing field operations teams, or hardware deployment teams, is a plus, as is experience with support operations
- Skilled in customer success/retention, team building/employee development, project management, and operations management
- Strong empathy for customers and passion for operational excellence
- A true team player and collaborator – you will work across multiple functions to ensure the success of our clients; excellent communication skills are required, along with a love from cross-functional collaboration tools that ensure transparency and accountability
- Background leveraging data and analytics in decision making
- Must be a resourceful, high-leverage manager with a proven ability to partner, execute, and lead through influence.