At Fixify, we're on a mission to make IT Help Desk a vehicle for care in the enterprise. We're combining a cutting-edge technology platform with a focus on operational excellence that will leave our customers wondering how they ever got along without us before.
As our VP of Operations, you’ll report directly to the CTO and take the reins in scaling our service delivery to new heights. You’ll partner with engineering and customer success teams to build a seamless, adaptable service that combines cutting-edge technology with the personal touch that makes users feel truly cared for. Together, you’ll set new standards for what “great service” means in IT.
The Job
Your job is to ensure delivery of our core service is high quality, and can scale to meet the needs of the business. Working with Business Operations you will ensure that there is a working financial model, and operational capacity equal to the needs of the business. You will partner with the GTM team to ensure that new customer acquisition targets are hit, and that onboarding is seamless. You will develop methods and metrics to optimize the human effort in our operations. You will partner with the engineering team to ensure that the right technology is in place to ensure quality and capability. You will work with EX and your management team to build a high-quality delivery team.
Primary Responsibilities
* Design and scale Fixify’s operational framework to meet the demands of a growing customer base while maintaining service quality.
* Develop and monitor a capacity model and other key metrics to ensure operations are efficient, adaptable, and prepared to scale.
* Build and monitor a quality control program to ensure that service delivery and customer experience are continuously high quality.
* Work with technology teams to ensure the correct prioritization of features and product initiatives.
* Act as an escalation point for all customer-facing issues.
* Mentor and grow a strong leadership team, ensuring they have the tools and guidance to drive best practices and deliver results.
* Establish and track key performance indicators (KPIs) using data-driven insights to monitor success and guide continuous improvement efforts.
Technical Skills
* Fluency in metrics and data analysis
* Deep knowledge of IT tools, technologies and market landscape
* Knowledge of the competitive landscape and IT outsourcing market
* Fluency in budgeting and capacity modelling
Soft Skills
* Ability to quickly engender trust and work cross-functionally
* Excellent conflict management and customer-interfacing skills
* Excellent presentation skills, particularly of metrics and related data
* Nuanced approach to organisation design and change management
Seniority level
Director
Employment type
Full-time
Job function
Industries: IT Services and IT Consulting and Software Development
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