SVP, Operations & Delivery

Summary

Join MotionPoint as our Senior Vice President, Operations & Delivery! You will oversee operations and delivery of website localization and multilingual marketing solutions, ensuring high quality and customer satisfaction. This role requires managing staff, optimizing resources, managing budgets, and driving continuous improvement. You will leverage Salesforce and project management systems, manage vendors, and stay updated on industry trends. The ideal candidate possesses extensive experience in managing technology-enabled service solutions, localization, and customer support, along with strong leadership and analytical skills. MotionPoint offers a supportive and diverse work environment with opportunities for career growth and various benefits.

Requirements

• Experience managing operations of technology-enabled service solutions
• Experience in the localization and/or digital marketing services or marketing technology industries
• Experience managing customer service/support departments
• Experience with project management
• Expert at Salesforce to manage service and team workflows, tracking and reporting
• Proficiency with time-tracking and ability to develop resource and staff planning / forecasting
• Experience managing to budget and assessing efficiencies related to cost of delivery and operating expenses
• Experience managing large operations teams
• Excellent interpersonal and leadership skills
• Experience building and scaling teams and systems
• Strong ability to analyze problems and develop solutions
• Bachelor's degree in business or related field
• COO of smaller company or reporting directly to COO
• 10+ years of multi-team managerial experience running service operations and customer support
• Experience in a technology-enabled service company that is B2B
• 5-7 years of strong operational experience and leadership role
• Advanced knowledge of Salesforce
• Experience developing, managing and tracking KPIs and OKRs
• Proven track record of leading large teams and managing complex operational functions
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions

Responsibilities

• Oversee Operations related to product platforms for website localization and multilingual content marketing
• Manage quality and service levels with external and internal clients and stakeholders related but not limited to translation services, website localization, multilingual content marketing and performance tracking and reporting
• Leverage Salesforce to manage and track internal workflows for service delivery
• Leverage Project Management system to manage and track ongoing client projects
• Manage 3rd party vendors for human translation and content marketing solutions
• Stay up to date on the competitive landscape and attend industry events to stay abreast of new initiatives and ways to stay ahead
• Monitor performance to proactively identify efficiency issues and propose solutions
• Integrate the operations and delivery with acquired companies and/or new products and services
• Plan and optimize allocation of resources related to succession/staffing plans and structure
• Develop and manage KPIs related to operations and delivery as well as track and report operating results related to these KPIs
• Provide training and skill development to staff on an as needed basis
• Represent the company for internal and external events
• Other duties as assigned

Benefits

• Remote-first hybrid work model
• Flexible PTO
• 10 paid holidays
• Paid parental bonding leave
• Gym membership reimbursement
• Free Employee Assistance Programs
• Robust medical/dental/vision plans
• 401(k) with immediate vesting and up to 4% employer match