VP of Operations

LaSalle Network is working with a VC-backed IT services provider in its search for a VP of Operations. The VP of Operations reports to the company CEO and founder and will oversee the sales, project and partner development teams. There is opportunity for significant growth at this company and a path to the C-Suite.

VP of Operations Responsibilities:

• Develop, implement and manage operational policies and procedures for the company
• Build alliances and partnerships with other service providers, resellers, lead referral sources and vendors
• Measure and analyze results in the sales and support teams regularly and suggest or make improvements to processes and policies to improve business profitability and customer retention
• Plan and allocate resources to effectively staff and accomplish the work to meet company productivity and quality goals
• Maintain a detailed knowledge of all existing sales and service offerings and consult collaboratively on development, update or rollout of new sales and service offerings including offering guidance and input on pricing models and strategies to the responsible parties
• Coach, mentor and develop staff, including overseeing new employee onboarding and making suggestions for career development planning and opportunities
• Empower employees to take responsibility for their jobs and goals through delegating responsibility with clear expectations for accountability and regular feedback
• Increase overall client satisfaction by ensuring proper focus and diligence on sales and service engagements
• Perform visits with existing clients as required in a supporting role to Account Managers
• Provide exceptional end-to-end support to clients and team members
• Serve as primary point of contact when there are customer issues related to service quality, customer service or other concerns
• Communicate customer issues with the team and devise ways of improving the customer experience, including resolving problems and complaints

• Bachelor’s degree in business administration, management, information technology or a related field
• 10+ years of relevant experience, with 5+ years of senior management or executive-level experience, preferably in a similar industry
• Prior experience in IT consulting or IT services is strongly preferred
• Previous experience in sales, client relationship management and account management
• Ability to work collaboratively, drive change and lead people from different backgrounds and skillsets
• Strong organizational and planning skills, with the ability to prioritize tasks, set goals and meet deadlines
• Excellent customer service skills, with the ability to handle escalated customer issues and provide end-to-end support
• High degree of integrity and dedication to fostering a positive work culture
• Knowledge of industry-specific regulations, best practices and trends
• Ability to travel for client visits and other business needs

Thank you,

Amy Watson
Associate Principal
LaSalle Network