Note: The job is a remote job and is open to candidates in USA. VertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to enhancing customer service experiences. The Director of Business Operations will own the analytics and reporting backbone for the deployment organization, transforming scattered data into actionable decisions and providing leadership with necessary visibility to effectively manage operations.
Responsibilities
- Design, build, and maintain the executive and operational dashboards that show how the organization is performing across every product line and stage of delivery
- Build and maintain the data connections and reporting cadences that pull from our project, customer, time, and revenue systems, and translate raw data into a single, trusted view rather than charts that still need interpreting
- Define and baseline the cross-cutting measures that matter most to the business: on time delivery rate, project margin and services profitability, Time to Value, utilization, and the percentage of projects on track
- Build project health reporting that flags red, yellow, and green status early, and stand up profitability reporting that connects forecast, booked revenue, and delivered effort so leadership can see margin by product line and by engagement
- Define, baseline, and track the operational metrics that matter for each function: On time delivery rate, implementation cycle time, go-live success rate; Data migration accuracy, milestone adherence, cutover success, rollback rate; Resolution time, case backlog and aging, escalation rate, reopen rate; Completion rate, time to enablement, training satisfaction, post-training adoption
- Replace manual data pulls and spreadsheet stitching with automated reporting, and pilot automation that improves its accuracy and timeliness
- Serve as the operational intelligence partner across all functions, partnering with the technical teams on system connections and with Finance to align metrics and profitability reporting, while maintaining data quality, access, and governance across source systems
- Partner with delivery, support, and training leads to build and track improvement plans grounded in data, and help leadership separate the work that needs attention from the work that is on track
Skills
- Ten or more years in analytics, business intelligence, or operations management, with a track record of building reporting that leadership actually uses
- Proven experience building and scaling dashboards and reporting infrastructure in a software or technology company, ideally one with a significant services or deployment function
- Hands on experience with project and work tracking tools such as Jira and Smartsheet, both as a user and as a data source, and a strong understanding of how services delivery works across implementations, migrations, and support
- Comfort working with profitability, utilization, and margin data and the financial systems behind them
- Proficiency with business intelligence and dashboarding tools such as Tableau, Power BI, or Looker, and working knowledge of structured query language (SQL) for data querying and analysis
- Experience extracting operational data from Salesforce or a comparable customer relationship management platform, and from a customer success platform such as ClientSuccess
- Familiarity with data modeling, extract transform load concepts, and data quality practices. Comfort with automation or scripting to reduce manual reporting effort is a plus
- Strong executive communication, able to present complex data simply and land a clear recommendation
- Strong cross functional skills, comfortable influencing without direct authority, with a bias toward simple, durable solutions over complex ones
- A change management mindset, able to bring delivery, support, and training teams along as reporting and process mature
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