Note: The job is a remote job and is open to candidates in USA. VertexOne provides SaaS platforms and cloud-based software solutions that help utilities improve customer experience and operational efficiency. The Operations Manager – Digital Platform will lead operational delivery for Digital Engagement solutions, manage Business Analysts and Support resources, drive SLA performance, and coordinate issue resolution across Client Success, Product, Engineering, and Support teams.
Responsibilities
- Lead, mentor, and develop a team of Business Analysts, SMEs, and Support Analysts
- Establish clear performance expectations, goals, and accountability measures
- Conduct performance reviews, coaching sessions, and career development planning
- Oversee recruiting, onboarding, training, and workforce planning
- Foster a culture of ownership, collaboration, and continuous improvement
- Own operational delivery across the Digital platform
- Manage work intake, ticket prioritization, and backlog health
- Ensure work is distributed effectively and aligned with client priorities and service commitments
- Monitor throughput, ticket aging, and operational KPIs
- Ensure no client issues or requests are overlooked or delayed
- Drive adherence to service level agreements and operational commitments
- Establish reporting and dashboards to monitor key performance metrics
- Identify risks to service delivery and proactively implement corrective actions
- Lead efforts to improve response times, resolution times, and overall service quality
- Serve as the internal escalation leader for complex client issues and production incidents
- Coordinate resolution efforts across Client Success, Product, Engineering, and Support teams
- Facilitate prioritization discussions and ensure clear ownership of actions and outcomes
- Drive timely communication and visibility for critical issues and escalations
- Develop, document, and enforce operational processes, SOPs, and best practices
- Identify bottlenecks and inefficiencies across workflows
- Drive process improvements that increase scalability, quality, and efficiency
- Establish operational standards that support consistent delivery across teams
- Oversee release coordination and production deployment readiness
- Ensure change management processes are followed and properly documented
- Partner with Business Analysts on testing, validation, and deployment planning
- Monitor release outcomes and drive continuous improvement of release practices
- Collaborate with leadership teams on operational strategy and organizational improvements
- Support capacity planning, resource allocation, and workload forecasting
- Contribute to operational roadmaps and maturity initiatives
- Provide data-driven recommendations to improve client outcomes and operational performance
- Participate in client meetings related to escalations, major initiatives, or complex operational issues
- Provide operational expertise and technical clarity when needed
- Partner with Client Success Managers to ensure successful client outcomes while maintaining clear role ownership
- Travel as required, within North America, to Client locations or VertexOne company events
- Available to work extended hours or weekends, if needed, for Client project work
Skills
- * 5+ years of experience working in an Operations Manager role, in SaaS operations, client operations, service delivery, or technical support environments
- * 3+ years of people leadership experience managing operational, support, or analyst teams
- * Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred)
- * Experience collaborating with Product, Engineering, and Client Success organizations
- * Strong understanding of SLA management, incident management, and service delivery best practices
- * Strong leadership and accountability mindset
- * Excellent organizational and prioritization skills
- * Ability to balance strategic thinking with operational execution
- * Exceptional problem-solving and decision-making abilities
- * Strong communication and stakeholder management skills
- * Data-driven approach to performance management
- * Passion for continuous improvement and process optimization
- * Bachelor's degree in Business, Information Systems, Technology, Operations Management, or a related field preferred
- * Experience supporting Digital Engagement, customer communication, or utility technology platforms
- * Experience implementing operational KPIs and performance dashboards
- * Familiarity with change management and release management processes
- * Experience leading process improvement initiatives and operational transformation programs
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
- 401K match
- Flexible PTO
- Employee recognition platform with monetary rewards
- 100% Remote work environment
- Initial work from home stipend
- Leadership/Coaching training programs
- Free access to Bizlibrary for unlimited professional development
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Health and wellbeing programs
- Paid parental leave
- Employee bonus referral program
- Employee Discount Program
Company Overview