Evp Operations Jobs

Position Details: Full-time, exempt, remote position (EST preferable)
Reports to: Group COO

Salary range: $150,000 - $250,000+ based on relevant experience

Mission
The EVP of operations will lead the Customer Success, Support and Professional Service teams across EMEA, North America as well as extend into Australia. Using SaaS industry best practices and previous experience, you will institutionalize a refined global standard for onboarding and supporting Netstock customers, and ensure a net customer retention rate well above industry benchmarks. A critical aspect of this role is to continually boost the scalability, velocity, efficiency and effectiveness of the customer onboarding process while at the same time ensuring that through this refined process, support structures and professional services you improve customer retention and satisfaction. You will also help generate operating leverage and improve gross margins matching SaaS company standards by December 2024.

Specific Objectives
The objectives for this role will change over time but the current specific objectives we have in mind for the role include:

• Drive processes and initiatives to facilitate constant inter territory interaction ensuring that we are always striving for process improvement by learning from each other.
• Work with Sales, Marketing and existing operational leaders to improve communication and efficiencies. This will include supporting and driving initiatives that equip the CS & support teams with innovative performance support tools and work templates/approaches that have been shown to improve customer onboarding.
• Review and refine onboarding approach. Drive scaling and at the same time improve customer retention and satisfaction. Using your background in other similar SaaS companies find efficient ways to scale complex onboarding.
• Drive the setup of the offshore customer support team in South Africa (or other regions as we scale) and then reallocate tasks and work functions to leverage the team most effectively. Drive the gross margin for CS teams over SaaS industry standards expected through this and other initiatives. Manage the change associated with that effectively.

Supply chain and project experience will be valuable additions but the more critical background needed to be successful will be experience in taking a complex onboarding requirement and having successfully scaled that across a global operation.

Who We Are
Netstock is the global leader in best-of-breed inventory replenishment and demand planning applications, integrating with a wide variety of ERP and supply chain management systems. Our app is an affordable, secure, cloud-based solution that enables SMBs to minimize stock-outs, reduce excess inventory, and free up working capital. The Netstock app connects to ERP data to produce quality forecasts, reduce the time spent on manual tasks, and solve for the optimal investment required to achieve target fill rates. Netstock serves more than 2,500 companies globally and is backed by Strattam Capital. Visit us at www.netstock.com.