VP Business Operations

Winning by Design Job Description

VP Business Operations

Winning by Design is a revenue architecture consultancy that works with leading unicorn and aspiring unicorn SaaS businesses across the globe.  

Our core expertise revolves around the architecture of a sustainable, high-growth, recurring revenue business, spanning from customer acquisition through renewal, expansion and upsell.

We are currently evaluating candidates for a VP Operations role.  Our sustained growth has created a need for reliable and scalable systems and processes to support us through the next phase of development.  The VP Operations will design, build, run and measure processes across the business.

About the role

Winning by Design has over 120 employees and contractors operating on 4 continents.  Our revenue architecture consultancy and revenue academy have been recognized as the best in the world for high-growth, recurring-revenue businesses.  As a 100% virtual company, our consultants and trainers operate from home offices, and almost all our work is done remotely.

Operating in this fashion, Winning by Design has grown profitably each year since its founding in 2012.

At this point in our growth trajectory, and especially as a virtual company, Winning by Design needs more standardized systems and processes.  Where a Google Doc was once the answer, perhaps Airtable.  Where informal collaboration used to suffice, a formalized request process. Etc.

The VP Operations will work closely with the two GMs of the business and the CEO to:

• Identify and prioritize operational needs across the consulting and training businesses, as well as sales, marketing, and finance
• Collaborate with Managing Directors to identify opportunities to to ensure timely and impactful delivery to clients
• Translate business needs into process designs 
• Review process designs with business leaders for input
• Build processes into appropriate systems
• Lead the change management to implement processes and systems across the business
• Operate, measure, and optimize processes
• Build analytical understanding of the sensitivities within the business to capacity, risk, quality, disruption, growth, etc.  Build approaches to mitigate these sensitivities
• Measure and monitor customer impact, customer satisfaction, and crew satisfaction–channel feedback into business improvements
• Ensuring high bar of customer support for velocity business, including defining SLA’s, reducing friction in customer experience and automating processes. 
• Lead the operational reporting associated with delivery and revenue operations (e.g. Quarterly Business Reviews)
• Plan for and manage operational excellence 

About you

At Winning by Design we are about fit first.  We believe when people are in roles fit to their skills and interests they are the best version of themselves and do their best work.  We encourage people to seek out fit, and we strive to provide the industry’s best opportunities to build professional relationships, make the most significant contributions of your career, and develop mastery in a domain that is important to you.

For the VP Operations role, we are looking for a truly operationally-minded person.  If this is you, your sensibility regarding reliable and defined processes instills confidence in those around you.  You connect the dots from operational excellence all the way to end results.  

Ideally you have a solid understanding of marketing and sales processes, service delivery processes, and general business processes.  You have experience defining and implementing processes using modern software platforms, ideally at a professional services or tech-enabled services organization.  You have no problem asking the hard questions, pursuing understanding via data and analysis, and delivering truth and insight to business owners who need to see things as they are in order to make critical business decisions.

Ideally you have exposure to and experience with these or similar systems:

• CRM:  Salesforce, Hubspot, etc.
• Project management:  Airtable, Asana, Monday.com, etc.
• Service management:  Parallax, Kantata, etc.
• Voice of Customer:  Qualtrics, Medallia, InMoment, etc.
• Training Operations: LMS systems, Training Management, Support and ticketing operations.

More important than any specific experience, it is vital that you can see the forest for the trees.  In this role you need a true executive perspective that allows you to cut through the noise, locate true business leverage, prioritize what matters, and deliver results.

Reporting and Compensation

The VP Operations reports to the GM of Consulting and is responsible to the full executive team (but will also support the GM of Training).  Compensation is typically in the 75th percentile for the role and responsibilities.  Compensation includes base salary, objective-based variable pay, and equity compensation.

About usWinning by Design helps our clients design, build, and scale their revenue organizations, specializing in enabling marketing, sales and customer teams to succeed with remote selling and asynchronous strategies. Our roots come from advising and collaborating with high-growth SaaS companies, and we apply those best practices more broadly to help B2B companies and global enterprise organizations achieve sustainable growth. We are #147 on the Inc5000 list of fastest growing private companies in America for 2021.Trusted by 700 organizations around the world, we’re known for our foundation of scientific frameworks – instilled into GTM teams through playbook/process design, interactive training, and repeatable coaching. See our customer reviews on G2 and watch how we train in our videos on YouTube.We are a global, remote team: we all work from home, from the beach, from the mountains — from wherever makes us happy (as long as there’s wifi!)We use tools like Zoom video conference and Slack to stay connected with our team membersThis is primarily a remote position: some of the work can be scheduled for a time that is convenient, and other aspects like customer communication will need fast response.

• You will have diverse learning opportunities in multiple industries and fields from both our customers and experts on our team
• Continuous improvement focused work environment. The team is always encouraging each other, giving feedback on how to improve and always looking for how to do something better to provide a better experience for all
• Feed your curiosity! ‘Open’ environment to question the norm and experiment with new approaches to existing problems or opportunities

Winning by Design is a 100% remote business and we encourage applicants of all ethnicities, gender identities and expressions, sexual orientation, religions, ages, citizenships, socioeconomic statuses, disabilities, and veteran statuses.

How to apply

We seek to work with people who demonstrate 99th percentile talent, a bias for action, and no ego.  After initial screenings, you may be asked to analyze a situation and present your analysis to a panel of executives.  More on this as we proceed through the interview process.

Before contacting us, please check out our website at www.winningbydesign.com and our YouTube channel at www.youtube.com/winningbydesign.

If interested, send us your Resume/LinkedIn profile to careers@winningbydesign.com.

Job Description: Director of Business Operations and Service Delivery

Winning by Design is looking to hire a Director of Business Operations & Service Delivery in North America and Europe

Business Processes

Who are you?

You are a strong communicator and problem solver who loves working with technology and data to create a big impact for the business and are excited about the opportunity of streamlining processes with technology.

Delivering impact through process and technology requires a passion for change management, you have a passion for creating awareness, educating and inspiring our crew to adopt any initiatives 

Comfortable dealing with ambiguity, as a rapidly scaling business we need to be able to evolve to meet the needs of our internal and external stakeholders.

You will have an intimate understanding of a services business, having worked in consulting and training organisations previously

Are you comfortable dealing with different personalities? We have many of them in WbD :) You will be required to collaborate with all of them as you lead the process of ensuring our projects have the appropriate crew.

Working in a fast paced global environment you should be an action-oriented problem solver with a strong attention to detail and a love of processes. You will be expected to generate reports from disparate sources, analyze the results and share them with a broad range of internal stakeholders. 

Forecasting and modeling will be your friends as you continue to enhance our capacity management capabilities as we continue to scale this business.

Responsibilities. 

• Designing and maintaining our operational infrastructure
• Leading and driving change management initiatives across the organization
• Developing processes and tech solutions to meet strategic initiatives
• Leading our crew utilization and capacity management
• Managing monthly, quarterly and annual reporting process and delivery
• Engaging vendors and managing procurement process to support key  initiatives
• Driving our capacity planning process, developing forecasts and capacity models to support our service delivery
• Cross functional collaboration, as you engage with stakeholders across the business to allocate crew to the appropriate projects
• Maintain the accuracy and efficiency of our capacity planning and project accounting system
• Optimizing all elements of delivery operations
• Collaborating on the core IT infrastructure to effectively manage our business.

Experience

• 5 years in Business Operations, ideally working within a service delivery firms, including  consulting and training
• Knowledge of working with Hubspot, SFDC, Airtable and low code platforms
• Strong abilities within Google Sheets and other GSuite applications
• Strong written, visual and verbal communication
• Experience with forecasting, capacity planning and modeling for a services business
• Proven ability to operate in a fast paced and ambiguous environment