Vice President of Professional Services Operations

The Vice President of Operations will monitor leading indicators of success from PS pipeline forecasting, billable utilization, and project and department profitability to drive to proactive staffing, upskilling, and project success. 

Fusion's Vice President Professional Services Operations will work closely with and report directly to our Chief Operating Officer. They will manage our Pre-Sales Engagement Team and collaborate with our Professional Service Implementation and Customer Success leaders. Specific responsibilities include: 

• Build performance dashboards and reporting for weekly team monitoring, monthly company all hands meetings and board of directors reporting. 

• Drive regular updates on portfolio health

• Partner with Finance to create monthly metrics pack that encompasses all teams 

• Develop and track team incentive plans

• Define and develop key analysis and generate insights and recommendations to address strategic issues

• Collaborate with PS Leadership to drive the development of quarterly prioritization planning 

• Drive the implementation and administration of new tools 

• Own the facilitation of client NPS surveys and project surveys

• Develop process training for onboarding all new PS roles

Key Interactions 

COO/PS Leadership Team: Daily/Weekly on operating and strategic priorities 

Success Metrics 

Financial 

• Revenue, profitability 

Operational 

• Implementation: Utilization, Fuel consumption and contraction, NPS/Customer Satisfaction, backlog, team health 

Organizational 

• Team Development and growth: hiring, onboarding/training, career pathing, performance management, succession planning 

• Employee Engagement: Staff Retention (85%+), Employee NPS 

Knowledge, Skills, and Abilities 

• Bachelor's degree from 4-year university. 

• 6+ years' experience working with PSA or with Salesforce.com application is a plus. 

• Deep knowledge and experience of data analysis in relation to Professional Services operations and metrics.

• Experience leading and supporting all activities related to resource planning, capacity planning for upcoming projects and PS resource availability,

• Perform analytic analysis on operational KPIs to identify and resolve business risks/issues, evaluate performance/results, and evolve business processes

• 4+ years' experience working with PSA or with Salesforce.com application is a plus. 

• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 

• Self-motivated, capable of working independently without supervision, proficient at solving problems as well as proactively recommending and implementing improvements or solutions. 

• Excellent organizational skills, with the ability to identify priorities, juggle multiple activities, adhere to timelines/meet deadlines, and change course quickly as needed. 

• Excellent communication skills at all levels (people, correspondence, phone, e-mail, etc.)

• Professional always, with strong interpersonal skills, capable of maintaining effective working relationships with customers, vendors, employees and management through use of tact, diplomacy, good judgment, responsiveness and follow-through. 

• Proven ability to effectively lead/manage projects, make timely decisions, delegating tasks to peers and others within Fusion as appropriate. 

• Strong attention to detail.