Note: The job is a remote job and is open to candidates in USA. PCMI’s Vice President of Operations leads the strategy, performance, and growth of the Operations organization, including Support and Professional Services. The role owns P&L reporting and optimization, aligns delivery teams, and works across the company to ensure consistent client outcomes and scalable operations.
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
- 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 for candidates in the listed eligible states (AL, CT, FL, GA, IL, KY, LA, MA, MI, MO, NC, NE, NH, NM, OH, PA, SC, TX, WI); candidates located in the Chicagoland area are required to work in the Park Ridge, IL office 2 days per week.
Company Overview
Company H1B Sponsorship