• Senior Vice President - Operations

    Job Locations US-MN-Minneapolis | US-MN-Minneapolis | US
    # of Openings
    Customer Success
    Regular Full-Time
  • Summary

    PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Grand Rapids, Minneapolis and Charleston that is looking for an SVP, Operations to be the key owner of driving best-in-class customer experience, team performance, metrics, and operations. The individual will take a lead role to ensure that PlanSource has the proper operational controls, administrative and reporting procedures in place to effectively grow the organization and to ensure financial strength and operating efficiency. This position reports to the President and Chief Operating Officer.


    About the Position

    In this role you will provide business critical insights using analytics, ensure cross functional alignment of goals and execution, and help teams drive strategic partnerships and new initiatives forward. You will stay focused on aligning the highest-level company priorities with strong day-to-day operations and help evolve ideas into future-growth initiatives. You will leverage your analytical, strategic and project management skills to help make informed decisions and execute quickly and flawlessly. You will also leverage your knowledge of leadership and use your entrepreneurial mindset to help PlanSource see around the corner in this fast-paced, dynamic industry.


    You must have a passion for customer experience, exhibit strong presentation skills, and come in with an existing track record of having served as a mentor, leader and manager to growing teams. The ideal candidate must be well versed in managing teams at scale while developing high performance managers and individuals.


    Some of your duties are to:

    • Provide day-to-day leadership and management to the Core Operations teams – Account Management, Customer Service, EDI, Implementation, Ancillary Benefits and HCM
    • Manage and motivate to drive performance, with a strong eye toward customer satisfaction, efficiency, and employee engagement
    • Proactively train on and advocate for best practices and ideas promoting continuous improvement of customer experience and employee performance
    • Pursue excellence across all post-contract customer touchpoints
    • Utilize data and analysis to determine levers for operational efficiency to drive continuous improvement across departments
    • Nurture customer retention by growing renewal rates and reducing churn
    • Expand revenue in accounts through cross-sell and up-sell via partnership with Sales
    • Proactively provide analysis of customer issues and trends to key stakeholders with priority and quantified impact on the business
    • Ensure scalable and appropriate staffing and succession models are in place across teams
    • Develop, scale and optimize new customer services and workflows while supporting existing support flows
    • Build roadmap for technological and process changes and automation required to drive operational efficiencies and work with cross-functional teams to drive identified initiatives
    • Collaborate with team to prepare and deliver weekly, monthly and quarterly business reviews
    • Define and manage departments to defined budget
    • Act as senior-level escalation point for all client facing issues and initiatives

    About You

    The ideal candidate will have 15+ years of extensive experience working with high-growth companies focused on SaaS, and B2B preferably with HR/Healthcare/Benefits. This position is designed for an “execution – oriented” individual who enjoys both strategic and tactical involvement in developing organizational processes and systems necessary for growth. 

     In addition, you will have/be:

    • A Degree/postgrad degree in Business or a relative field, preferably to Masters level (or equivalent work experience)
    • 10+ years VP level operational management role for a medium size or large business unit 
    • Skilled in strategic planning, organizational development, budget and resource development
    • Excellent skills in partnering and establishing alignment with strategically focused Executive Leadership Team who will rely heavily on this position’s leadership and process orientation to organize and build a successful and well-organized operation
    • A Strong communicator with great talent in driving clarity and solutions for customers; demonstrated resourcefulness in setting priorities and guiding investment in people and systems
    • Experience in analytical and operations-driven roles with a focus on process optimization and efficiency
    • A Proven ability to create and organize action plans that are implemented on time, within budget, and meet organizational goals
    • Demonstrated ability and passion for enhancing customer experience including a track record of identifying gaps or business needs and developing high impact solutions
    • Exceptional data-driven and analytical problem-solving skills
    • A Proven capability to effectively work with different groups across different functions and possess strong conflict resolution skills
    • Progressive management experience managing multiple, large, cross-functional teams, and influencing senior level management and key stakeholders while building a culture of excellence
    • Experience leading and developing high performing managers and individual contributors

    What We Offer

    • Great compensation package including a full suite of benefits
    • The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals
    • Fast-paced environment with big goals and the opportunity to make a big impact (no bureaucracy)
    • An awesome work environment for creative professionals


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