VP of Operations, PMS Vertical

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The VP of Operations, PMS Vertical, is a leader responsible for driving operational excellence, enhancing customer experience, and scaling fulfillment and customer success teams. Reporting to the Vertical President, this role focuses on customer retention, onboarding, and satisfaction while overseeing day-to-day operations, budget management, and performance metrics like ARR, NPS, and attrition rates. Key responsibilities include improving onboarding and training processes, building strong customer relationships, and collaborating with sales, product, and corporate teams to ensure seamless operations. The VP will drive customer feedback initiatives and foster a positive, high-performance organizational culture.

Role can be based remote in US or onsite in office in Toronto, Canada.

Primary Responsibilities:

• Develop business cases and translate strategy into actionable steps for growth, implementing group and business level goal setting, performance management, and annual operations planning. Areas of focus include:
  • Developing and executing comprehensive onboarding and customer experience strategies that align with BU and Vertical objectives, focusing on customer retention and satisfaction.
  • Scaling high-performing fulfillment and customer success teams, including CSMs, trainers, implementation specialists, and other key personnel, to deliver an exceptional customer experience.
• Lead and oversee day-to-day operations, budget forecast, and reporting to ensure efficiency, quality, and cost-effectiveness. Implement cost engineering and efficiency initiatives without compromising quality and service delivery. 
• Support administrative processes and initiatives to ensure effective team management and organizational success.
• Monitor, report, analyze and develop initiatives based on key performance and financial indicators to measure operational success and identify areas for improvement. Key metrics include:
  • The rule of 40, annual recurring revenue (ARR), operating expenses, and EBITDA.
  • Annual attrition of 8% or less.
  • Customer success metrics, such as Net Revenue Retention (NRR), ARR and unit contraction, churn rates, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
  • Speed of onboarding, training quality and product adoption.
• Build strong relationships with top ARR customers, acting as an escalation point for high-profile accounts to resolve issues and ensure long-term partnerships.
• Collaborate closely with the vertical and BU sales, product, and marketing teams to ensure a seamless customer journey from onboarding through renewals and retention. Collaborate with corporate teams across Fullsteam HR, IT, Information Security, FP&A, and other groups to support or integrate shared services and operational best practices to optimize business performance.
• Drive customer education and adoption initiatives, ensuring customers fully understand and leverage the product's value to achieve their business objectives.
• Develop and lead customer feedback programs, gathering insights to influence product development and service improvements, ensuring the voice of the customer is represented in strategic decisions.
• Drive and foster a positive organizational culture by exemplifying and promoting our core values and behaviors, ensuring alignment with company standards and nurturing an environment of collaboration, continuous improvement, and performance.

Skills & Competencies:

• Strong strategic thinking and problem-solving abilities.
• Proven track record of driving operational excellence and leading high-performing teams.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Financial acumen with experience managing budgets and financial performance.
• Excellent written, interpersonal, and communication skills. Strong influencing skills and the ability to interface effectively with multiple levels of company employees, ranging from senior executives to other functional business leaders.
• Results-driven with a focus on achieving operational excellence.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Strong customer orientation and commitment to quality.

Minimum Qualifications:

• Bachelor’s degree in business administration or a related field. Master's degree preferred.
• Minimum of 10 years of experience in operations management, with at least 5 years in a senior leadership role.

• Experience in hospitality or property management systems is highly desirable.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.