Head of Client Service Delivery (VP Level)

Company Mission: We at Operatus firmly believe that Revenue Operations plays a critical role in sustainably growing and scaling an organization. We know that capable Rev Ops resources are in short supply, and our goal is to fill this gap in the ecosystem by ensuring access to skilled professionals on a fractional and affordable basis. Our key principles are subject matter expertise, clear and timely communication, and professionalism.

Job Description: Operatus is searching for a Head of Client Service Delivery, who will be responsible for overseeing our consulting teams, and optimizing how they work: with the joint goals of delivering high quality of work, and a high level of service to our clients. This is a critical role on our leadership team, reporting directly to our CEO. The ideal candidate has proven success in similar roles, and is excited about the opportunity to make a big impact as Operatus looks to scale 3x+ in the next few years.

Responsibilities:

• Delivery Process Excellence
• Create a set of methodologies for each of our engagement models
• Ensure a consistent Project Management Methodology that focuses on timely, clear, and concise communication
• Train consulting teams to adhere to the methodologies
• Develop KPIs and reporting to monitor process adherence and results
• Ensure Client work is delivered at the highest levels of quality
• Client executive stakeholder management
• Handle issues that arise related to how we are delivering our consulting services, and incorporate learnings for the future.
• Evaluate Team Structure (Org Chart)
• Maintain a high-performing consulting team:
• HR:
• Define clear responsibilities at each role level
• Define growth plans and goals and measure progress
• Identify role or skill needs
• Staffing Optimization
• Talent Acquisition (FTE and contractors)
• Define and manage interview processes
• Elicit feedback and provide upskilling to our consulting project leaders
• Optimize consulting team against a set of performance metrics related to client satisfaction and company financial targets
• CSAT; Project/Gross Margins; Utilization
• Track project forecasts vs budget and timelines
• Salesforce partnership metrics
• Operatus company OKRs oversight relative to role
• Working with our Practice Directors and Head of Sales:
• Ensure we can successfully deliver on projects scope as sold
• Identify potential channels for new business growth or expansion
• Manage P&L for the Consulting division in collaboration with our CEO
• Create a hiring budget and manage to plan
• Client Invoice Approvals
• Vendor & Contractor Invoice Approvals
• Complete administrative tasks as necessary
  

Requirements:

• 5-10+ years of experience leading professional services consulting teams, ideally in the Salesforce ecosystem or related areas.
• Experience leading consulting teams of 25-100 team members
• Experience working with a combination of onshore, nearshore, offshore models
• Experience leading large technology transformation projects
• Strong project management skills
• Ability to travel approximately 25% of the time
  
  

Salary: $150,000-300,000 with a combination of base, bonus, and additional incentives

Benefits & Perks:

• Work remotely, no commuting to the office (+ $500 home office stipend)
• Competitive salary and bonuses (including raises for certifications)
• 5% client referral
• 401k with a 3% company contribution for all
• Health, dental, and vision insurance (US) – fully covered for employees
• Flexible time off (at least 15 days/year recommended)
• Parental leave (4 months for primary caregiver; 1 month for non-primary)
• $1,500 per year per employee L&D budget
• Company sponsored trainings
• We strongly believe in balance and have no billable hour targets
  
  

Operatus values merit, qualifications, and abilities. In promoting equal employment and advancement opportunities for all individuals, we do not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, national origin, ancestry, gender identity, gender expression, physical or mental disability, age, medical condition (including genetic characteristics), veteran or marital status, or any other characteristic protected by federal, state or local laws. We also will make reasonable accommodations for all qualified employees or applicants with known disabilities, provided that such accommodations will not impose an undue hardship on the firm. This policy governs all aspects of employment, including but not limited to recruitment, selection, job assignment, compensation, discipline, promotion, termination, and access to benefits and training.