Note: The job is a remote job and is open to candidates in USA. PCMI is a fast-growing global SaaS company and a market leader in extended warranty, F&I, and service contract administration. The Vice President of Operations will lead the Operations organization, overseeing its strategy, P&L performance, support, professional services, project management, and implementation delivery. The role is responsible for scaling operations, optimizing profitability, and ensuring consistent client success.
Responsibilities
- Define and communicate the strategy, operating model, and long-term vision for the operations organization in alignment with company and COO objectives
- Develop and present the operations business plan annually, including headcount, revenue, margin, and investment targets
- Serve as the executive sponsor for major organizational initiatives including methodology overhauls, tool implementations, and operating model changes
- Own the measurement and optimization of the Support and Professional Services P&L, including reporting of revenue, cost of delivery, gross margin, and contribution margin
- Partners with Finance FP&A on key metrics, ensuring the PS view of the business is aligned with Finance
- Champion a customer-first culture in which delivery teams are empowered and accountable for client success
- Partner with Sales and Account Management to ensure operations is positioned as a strategic differentiator in the sales process
- Ensure Operations is appropriately represented in Go To Market readiness activities in order to ensure PCMI can deliver and support new features and products
- Partner with Customer Success to design clear post-implementation handoff processes that protect retention and expansion
Skills
- Bachelor's degree in Business Administration, Technology or related field or equivalent work experience
- 12+ years of experience in professional services, with at least 5 years in a senior leadership role with P&L ownership
- Demonstrated success leading and scaling a PS organization at a software or SaaS company
- Proven track record of building and developing high-performing leadership teams
- Strong executive presence with the ability to influence at the C-suite level, both internally and with customers
- Deep understanding of software implementation lifecycle, delivery methodologies, and PS operating models
- Experience managing a hybrid or matrixed organizational structure
- Financial acumen with demonstrated ability to manage to revenue, margin, and utilization targets
- Although the role is open to remote candidates, PCMI can only hire employees in the following states: • AL, CT, FL, GA, IL, KY, LA, MA, MI, MO, NC, NE, NH, NM, OH, PA, SC, TX, WI
- Note: It is required for this role to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area
- MBA or advanced degree in Business, Technology, or a related field, preferred
- Experience leading PS through a period of rapid growth or significant organizational transformation, preferred
- Familiarity with enterprise SaaS platforms and the implementation ecosystems that support them, preferred
- Experience building or launching new service offerings (e.g., managed services, advisory, training), preferred
Benefits
- Health, Dental & Vision Insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Short & Long Term Disability Insurance
- Company-paid Life Insurance
- Voluntary Life Insurance
- Voluntary Accident Insurance
- Employee Assistance Program
- 401k with generous Company Match
- Commuter Benefits
- Paid Time Off accrued per pay period
- 10 Paid Holidays
- Paid Parental Leave
- Annual Bonus Program
- Professional Development Opportunities
- Employee Events
- Wellness Programs
- Employee Discount Programs
- Remote work is available for candidates in AL, CT, FL, GA, IL, KY, LA, MA, MI, MO, NC, NE, NH, NM, OH, PA, SC, TX, and WI
- Eligible to enroll the first day of employment for immediate coverage
- Required to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area
Company Overview
Company H1B Sponsorship