LOCATIONS : CHARLOTTE, NC / SAN FRANCISCO BAY AREA / DENVER, CO
Job Overview:
As a key member of the executive leadership team, the Vice President of Operations and Customer Experience you will oversee and drive the operational, customer success and customer support strategies across the organization. This role combines high-level strategic planning with day-to-day management of our operational, customer success and customer support teams. The successful candidate will enhance our operational frameworks, lead our customer experience initiatives, collaborate with business planning and insights, develop our operating cadence, support sales enablement and strategic projects to drive scalable growth and operational effectiveness ensuring alignment with our company's strategic objectives.
Key Responsibilities:
You will be responsible for leading the following functions (subject to change as the business and org structure evolves): Customer Success, Support, Implementation (currently consisting of integration engineers, onboarding specialists, and data management professionals) and Professional Services, with a sole focus on delivering an exceptional customer onboarding experience, followed by stellar customer service and successful scalable implementation of professional service projects. You will drive the timing of revenue recognition, establish operational structure, improve processes, and champion product enhancements to enhance customer satisfaction and drive business growth. You will be responsible for ensuring high customer retention, optimal penetration and use within customer, resulting in high customer engagement and NPS scores. Current and future responsibilities may include:
- Drive Value Realization: Lead initiatives to ensure customers achieve their desired outcomes and maximize the value from our products and services by implementing tailored onboarding, continuous education programs, proactive support strategies, and regular performance assessments to demonstrate ROI and business impact.
- Onboarding - The activation process to enable all Buyers and Suppliers to trade via our platform.
- Project Management - Project Management team manages all customer projects (standard and custom) for all our products. The PMs partner with technical resources to deliver on the agreed to SOW.
- Integration Engineering - Integration Engineers are critical technical resources often required on all customer projects/products. In addition to working directly on customer projects, Integration Engineers are also responsible for full participation with our monthly releases, system upgrades and connectivity changes.
- Data Management - DM team focuses exclusively to accurately mapping, standardizing, cleansing, and enriching data to provide analytics used for reporting, rebate calculations and claims validations.
- Technical Customer Support: Oversee a team of technical support specialists who provide 24/7 support to our clients, ensuring issues are resolved quickly and effectively. Develop a robust training program to keep the team updated on the latest technologies and solutions.
- Customer Success: Utilize analytics to monitor customer health, track product utilization, and identify upsell opportunities and work closely with sales to strategically target opportunities for growth and increase Net Revenue Retention (NRR). Manage the Net Promoter Score (NPS) index and Implement and refine the NPS process to ensure customer satisfaction. Develop initiatives to improve NPS scores and reduce churn by enhancing customer experiences and resolving pain points efficiently. Drive operational excellence through identification and execution of opportunity areas that create efficiency, remove obstacles, or create improved processes and approaches to the business.
In addition, you will be expected to:
- Partner with the People team: this individual serves as a dedicated advocate for driving employee engagement initiatives and optimizing performance processes, all geared towards cultivating high-performing teams.
- Demonstrate strong leadership: Source, train, engage and retain A+ talent.
Qualifications:
- Bachelor’s degree in Business, Engineering, or a related quantitative field or 15+ years of related experience in business operations, customer success, implementation or a related field.
- MBA preferred, but not required
- Experience creating a vision, setting strategy, and ensuring delivery through impactful, scaled programs.
- 10+ years of experience in a leadership role where you have demonstrated the ability to build high performing teams and followership. Experience managing diverse teams and fostering a collaborative and empowering work environment.
- Demonstrable expertise in managing complex operational processes and customer experience strategies in a dynamic, fast-paced environment.
- Strong analytical skills, with a proven ability to oversee significant data analysis and derive actionable insights from complex information.
- Deep understanding of customer experience principles, operational management, and the ability to implement best practices tailored to company needs.
- Excellent communication skills, capable of effectively articulating complex issues and strategies to a wide range of stakeholders, including executive teams.
- Distinctive problem solving and analysis skills, experience solving complex and diverse business problems (commercial, operational, organizational), and to drive projects from strategy to execution
Personal Attributes:
- A passion for the food service industry and a commitment to driving innovations that enhance customer satisfaction and operational efficiency.
- A visionary leader with the ability to see the big picture and remain at the forefront of industry trends to guide strategic decisions.
Why you will love working here:
The position offers a strong base salary, bonus, and a long-term incentive package
Comprehensive medical, dental, vision and life insurance benefits for you and your family.
Flex PTO for exempt employees and competitive PTO for non-exempt
Paid parental leave for eligible employees
401(k) matching
Tuition reimbursement on approved programs
Great health & well-being benefits including: teladoc for general medical and mental health care.
These benefits are only applicable to full time employees
We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability
