(Remote) Vice President of Operations

Vice President of Operations

Harris Education Solutions - Remote (US or CA)

Harris Education Solutions (HES) is a growing business unit seeking a Vice President of Operations. This position is a pivotal role, integral to our continued growth and success. The successful candidate will be responsible for the operations of Professional Services and Customer Support. This position will report to the Executive Vice President and work directly with the existing leadership team of each of the departments to build an organization that delivers financial results and long-term organic growth.

The position offers a unique opportunity to work fully remotely within the USA or Canada. Title and Salary will be commensurate with experience and job responsibilities. Travel is expected for internal meetings and, when necessary, for meetings with partners and/or school districts. Harris offers excellent benefits, including a generous vacation policy and health, dental, life, and disability insurance.

Roles and Responsibilities:

• Manage and ensure the success of processes, staff performance, and financial achievement for the Professional services team.
• This team's goal is the successful implementation, onboarding, training, and coaching services of new and existing clients.
• Manage and ensure the success of processes, staff performance, and financial achievement for the Maintenance services team. This team's goal includes:
• Renewals processing of +1,600 clients.
• Cost of goods sold (COGS) management.
• Client Success Management with a target of 95% or above retention.
• Application support with a target of 1000 tickets or less per month for 13 product lines.
• Achievement of a 3% year-over-year improvement or better in the Maintenance (MA) ratio and the Professional Services (PS) ratio (Harris metrics).
• Attain Working Capital metrics of 90% collection after 60 days and 100% after 90 days by collaborating with our finance department.
• Build an operations team capable of efficiently absorbing new acquisitions and generating recurring organic growth.
• Foster a culture of proactive engagement (engaged employees who proactively engage our customers) deeply rooted in the Harris Core Values, a commitment we hold dear and expect all our team members to uphold.
• Be responsible for all financial forecasting, stewardship, and explanation of variances for Operations; this includes but is not limited to:
• Baseline and monthly forecasts (revenue and operating expenses) with the goal of achieving set Ratios, EBITA, and Organic metrics for the business unit.
• End-of-month financial activities inclusive of Business Unit Calls participation and reporting and variance explanations on forecasts versus actuals to finance and upper management.
• Cost of Goods Sold (COGS) management.
• Net Price increases rollout and management.
• Attrition management.
• Forecasts and entry into our internal financial system.
• Adoption and continuous management of the HES playbook.
• Participation in key strategic events for Harris as required; this includes, but is not limited to, Business Strategic Reviews (BUSR).
• Lead client interaction by having meaningful conversions and/or encounters with clients, especially tier 1 clients, and visit them in accordance with the HES playbook.
• Be responsible for the management and execution of contract agreements and renewals for clients.
• Be the escalation point for all operational issues before they reach the EVP, which includes working with managerial staff at HES to do conflict resolution.
• Be responsible for the onboarding and integration of new acquisitions to the business and its operations.
• Other duties as assigned by the Executive Vice President or Group Leader.

What do you need?

• 5+ years of management experience.
• A bachelor's degree or a combination of relevant training and experience
• Experience in enterprise software implementations and support.
• You are a people manager with a passion for mentoring, leading, and growing everyone around you.
• You have experience managing performance and having your team deliver results consistently.
• A deep understanding of value drivers in recurring revenue business models
• Strong business process development and budget management skills.
• Experience in leading customer service and/or implementation.
• Experience in Project Management (Project Management Certificate or PMO experience is an asset).
• Excellent communication skills – able to influence others on vision and goals
• Ability to manage multiple items in a fast-paced environment
• Finance experience – understanding EBITA, P&L, ARR/IRR
• High level of proficiency in Microsoft Office - Excel, Word, PowerPoint, Google Docs, Sheets, Slides
• Excellent organization skills and detail-oriented

Bonus points for:

• Education Solutions background.
• Education K-12 experience.

Who we are:

Harris Education Solutions (HES) provides software that allows educators to grow, students to perform, and schools to improve. We do this through our portfolio of product lines and services, which work both as standalone solutions for students, teachers, and administrators and as an integrated school success platform. The secret of our success is working diligently with our districts and schools, whom we refer to as partners, to help them drive school improvement through the effective and strategic use of our solutions.