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Vice President, Operations

Albany, NY
Last Updated: June 7, 2021

About CommerceHub

We pride ourselves on fostering a work environment that is diverse and inclusive. We are a team of collaborators, communicators, technologists and innovators. Creative, fun and hardworking, our team is committed to providing our customers with a great experience. Work/life balance is built into our culture. We give ample time to recharge and enjoy life outside the office. We recognize our accomplishments; we learn from our failures and we support each other and our customers no matter what. We're looking for people who are passionate about what they do and value hard work and integrity. We invite you to join the Hub!

The Role

The Vice President of Operations reports directly to the Chief Revenue Officer with responsibility for overall design and implementation of CommerceHub’s customer and supplier network and system functionality with teams in the US and the UK. Oversees Technical Support, Customer Success, and Onboarding with accountability for the Operations Department to deliver the products and service levels to delight our customers. Also assists in establishing operating procedures and policies; vendor relationships; service, hardware, and software configurations, pricing and standards; product and service development; infrastructure systems and standards; project management.

Specific Duties

  • Oversee day to day functional operations of technical support, onboarding and instructional design/technical writing departments
  • Be a key contributor to the development of the company’s strategic plan and other strategic decisions made by executive leadership regarding product design and future areas of growth
  • Ensure strategic vision translates into profitable operations and revenue achievement through data driven decision making
  • Build and maintain collaborative relationships across all departments within the organization to ensure attainment of goals and objectives
  • Establish appropriate business performance metrics, monitor progress, adjust operations as appropriate, and provide regular updates to leadership
  • Responsible for performance management, professional development and team building of management staff in department
  • Manage annual budgeting process and set financial objectives for department. Analyze variances and initiate corrective actions as necessary

Requirements

  • Bachelor’s Degree required or equivalent work experience
  • 10+ years’ experience in customer success/support/services in the software industry
  • Experience in a SaaS company preferred
  • Proven ability to coach and mentor teams
  • Strong business acumen with a broad understanding of fundamental business principles
  • Analytical problem-solving skills with an impeccable attention to detail
  • Ability to set overall strategy and drive process improvement
  • Excellent communication skills
  • Strong interpersonal skills with ability to collaborate and build a consensus in a high-pressure environment

Benefits

The Basics
  • A robust health and wellness program
  • Medical, dental and vision benefits
  • Culture and team-building activities
  • A 6% 401(k) match
  • Employee Assistance Program
  • Tuition assistance
  • Career development opportunities
  • Charitable contribution match per team member
The Extras
  • Competitive time off package with front-loaded PTO and paid sick leave
  • Four weeks paid parental (bonding) leave
  • Floating holidays
  • A paid volunteer day
  • Eight company holidays

We are an equal opportunity employer and all candidates from every background will be considered based on skills, experience and other business factors.

EOE, including Disability/Veterans
Authorization to work in the United States is a requirement for this role. CommerceHub does not provide visa sponsorship.

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