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Are you a process and methodology expert, who has built and led organizations in supporting and servicing customers to the point of wild success? Can you operationalize a business and scale it? Do you have the courage to lead a management team in committing to what needs to be done to deliver success to our customers? The Company Aurea is a B2B software company that helps global enterprises create transformative customer experiences for their end customers. Aurea software powers some of the world’s great consumer experiences, from British Airways in the sky to Disney World on the ground. Aurea couples organic growth with an aggressive M&A strategy, growing revenue an average of 70% per year since the company was founded in 2012. We expect a similar pace of growth over the next five years. Job Description Aurea is seeking a Chief Operating Officer (COO) to improve our operational execution and customer impact, helping us build durable, scalable processes that are efficient, continuously improving as we grow, and deliver an outstanding and differentiated customer experience. The COO will run our Global Support and Packaged Service Delivery organizations as well as play a leadership role in rationalizing workflow and driving process efficiencies across organizational divisions. The COO will have specific responsibility for critical parts of our operational delivery: The COO will lead our global support organization, and be responsible for recruiting and developing a world class team of professionals and defining a service oriented culture, and establishing processes, systems, and training infrastructure to enable them to deliver fast and high quality solutions to customer questions and problems. The COO will lead the delivery of our packaged (non-customized) services, including but not limited to customer health checks, managed upgrades, simple solution configuration, and other services. The COO will be responsible for the delivery design and execution of these services to ensure efficiency, predictable delivery quality, and scalability. The COO will create a culture of continuous improvement across the organization by establishing a clear set of operational metrics and targets for each critical business process within the company. The COO will work directly with the CEO and other functional leaders to establish stretch target and create operational improvement strategies to enable execution. The COO reports directly to the CEO and will serve on the Company’s Executive Leadership Team.


Skills and experience Leadership: The COO must be able to define a Customer Support/Customer Success strategy, communicate this vision and be able to drive execution Depth in Operations/Support/Customer Success: Previous operational and/or Support leadership in a B2B technology organization Metrics Driven: The COO should be and metric driven leader that can build organizational capability in support and service delivery to deliver predictable, repeatable, and scalable results across multiple products & markets Continuous Improvement: The COO should be a relentless driver of continuous, metric-based performance and productivity improvement Courageous Problem Solving: A detail oriented, hands-on leader who can drive experimentation and problem-solving Organizational Flexibility & Savvy: Comfortable working in a distributed, virtual, and global resource environment; able to influence and lead peers in operating the business in a coordinated manner Organization Builder: An outstanding team building and people developer with a high talent bar Six sigma or equivalent certification Education and work history Bachelor's degree. MBA preferred. 15+ years of operational leadership in a B2B technology company Experience leading large, global support organizations for complex technology products Location: Global (remote) Compensation: $500K/year 40+ hours/week

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