Vice President of Operations

Information Marketing Group

Full-time - Senior

Remote

Professional, Scientific, and Technical Services

About the position

Harris Education Solutions (HES) is seeking a Vice President of Operations, a pivotal role integral to our continued growth and success. This position will oversee the operations of Professional Services and Customer Support, reporting directly to the Executive Vice President. The successful candidate will collaborate with the existing leadership team to build an organization that delivers financial results and fosters long-term organic growth. This role offers the unique opportunity to work fully remotely within the USA or Canada, with title and salary commensurate with experience and job responsibilities. The Vice President of Operations will manage and ensure the success of processes, staff performance, and financial achievement for the Professional Services team, which focuses on the successful implementation, onboarding, training, and coaching services for new and existing clients. Additionally, this role will oversee the Maintenance services team, which is responsible for renewals processing for over 1,600 clients, managing cost of goods sold (COGS), and achieving a client success management target of 95% retention. The position also entails achieving a 3% year-over-year improvement in key operational metrics and maintaining working capital metrics in collaboration with the finance department. The Vice President will be responsible for all financial forecasting, stewardship, and explanation of variances for Operations, including baseline and monthly forecasts, end-of-month financial activities, and cost management. This role requires building an operations team capable of efficiently absorbing new acquisitions and generating recurring organic growth while fostering a culture of proactive engagement rooted in the Harris Core Values. The successful candidate will also lead client interactions, manage contract agreements, and serve as the escalation point for operational issues before they reach the Executive Vice President. Other duties may be assigned as necessary.

Responsibilities

• Manage and ensure the success of processes, staff performance, and financial achievement for the Professional Services team.
• Oversee the Maintenance services team, including renewals processing for over 1,600 clients and COGS management.
• Achieve a client success management target of 95% retention and maintain application support with a target of 1000 tickets or less per month.
• Ensure a 3% year-over-year improvement in Maintenance and Professional Services ratios.
• Collaborate with the finance department to attain working capital metrics of 90% collection after 60 days and 100% after 90 days.
• Build an operations team capable of efficiently absorbing new acquisitions and generating recurring organic growth.
• Foster a culture of proactive engagement among employees, deeply rooted in the Harris Core Values.
• Be responsible for all financial forecasting, stewardship, and explanation of variances for Operations.
• Participate in end-of-month financial activities and report on variances to finance and upper management.
• Manage the rollout and management of net price increases and attrition management.
• Oversee the onboarding and integration of new acquisitions into the business and its operations.
• Lead client interactions, especially with tier 1 clients, and manage contract agreements and renewals.

Requirements

• 5+ years of management experience.
• A bachelor's degree or a combination of relevant training and experience.
• Experience in enterprise software implementations and support.
• Strong people management skills with a passion for mentoring and leading teams.
• Experience managing performance and delivering consistent results.
• Deep understanding of value drivers in recurring revenue business models.
• Strong business process development and budget management skills.
• Experience in leading customer service and/or implementation teams.
• Project Management experience or certification is an asset.
• Excellent communication skills with the ability to influence others on vision and goals.
• Ability to manage multiple tasks in a fast-paced environment.
• Finance experience with understanding of EBITA, P&L, ARR/IRR.
• High level of proficiency in Microsoft Office (Excel, Word, PowerPoint, Google Docs, Sheets, Slides).
• Excellent organization skills and attention to detail.

Nice-to-haves

• Education Solutions background.
• Experience in K-12 education.

Benefits

• Generous vacation policy.
• Health insurance coverage.
• Dental insurance coverage.
• Life insurance coverage.
• Disability insurance coverage.