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Vice President of Operations
Internet Brands
Los Angeles, CA, United States
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Who We Are:
Founded in 2003, our mission is to help small businesses thrive in an evolving and increasingly complex connected world. We believe small business is the lifeblood of any economy and we are proud to play a part in creating sustainable growth for the people and communities that use our product. Our goal is to provide customers with an easy to use technology to help build stronger client relationships and reclaim more time to focus on what they love: their craft.
Who We Need: Demandforce is seeking a VP of Operations who is excited about working with customers and mentoring team members in a data-driven environment.
We are looking for individuals with 10-15 years of proven leadership experience who are energized by the prospect of partnering with customers to drive value, are comfortable with both data and consultative interaction, managing team members and will be able to help our company grow. The role will be challenging but will reward those who thrive in a fast-paced, customer-focused, and entrepreneurial environment. Other requirements are:
• Experience in the software industry – preference is a background in SaaS delivery to the SMB market.
• Solid knowledge of the principles of contact center management
• Exceptionally strong analytical and EQ skills
• Excellent communication and presentation skills
• Hands-on approach is a MUST.
• The ability to lead from the front cannot be underestimated
• Education - Bachelor’s a must. Master’s is preferred.
Position Responsibilities: Reporting to the GM, this key member of our executive leadership team will be responsible for our Customer Care organization and Customer Success team, and work very closely with our BI, Internal IT, Administration and Facilities groups. You will be responsible for relentlessly driving down costs while improving the customer experience and minimizing churn. Specific position deliverables are:
• Continuous improvement of our Customer Care operation – a full-service multi-channel contact center with team members in San Francisco, Los Angeles, and Hermosillo Mexico. Drive positive results in key metrics (customer satisfaction, time to resolve, speed of service, cost per interaction etc.) while sharing feedback to development on product improvement areas.
• Increase the effectiveness of the Customer Success Program to minimize churn, improve the customer experience, implement new sites and increase - customer use of our ancillary services.
• Direct the BI team on analysis to gain better insights into our customer base, create reports for large enterprise customers and improve our analytics activities.
• Review, negotiate, select and improve our internal use of 3rd party software.
• Deliver weekly formal progress reports to the Demandforce Leadership Team and prepare monthly operation reviews for parent’s (Internet Brands) senior leaders.
• As a member of the Leadership Team participate in key decisions and recommendations shaping the future direction of the company.
To apply, please visit: http://chp.tbe.taleo.net/chp02/ats/careers/requisition.jsp?org=CARSDIRECT&cws=1&rid=2026
Internet Brands, Inc. and its wholly owned affiliates are an equal opportunity employer.
About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Automotive, Health, Legal and Home / Travel. The company’s award-winning consumer websites lead their categories and serve more than 100 million monthly visitors, while a full range of web presence
offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands’ powerful, proprietary operating platform provides the flexibility and scalability to fuel the company’s continued growth.