SVP, Operations & Delivery - Motionpoint Corp
Coconut Creek, FL 33073
About the Job
At MotionPoint we’re on a mission - to create understanding through language. Our leading translation platform, technology, services delivery, together with our expertise in language and digital/web platforms, allow our customers to not only build and grow their global businesses, but do so in a turnkey manner so they can focus on other key digital business priorities. Because of that we’ve earned numerous honors and top rankings for our technology, organization, and talent. Our culture is purpose-built to be customer first, and we offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. If you’re ready to work with a team that makes a difference in the world every day, let’s talk.
Summary
We are looking for a Senior Vice President, Operations & Delivery to join our team! This person will be responsible for ensuring the company's operations and delivery of website localization and mulitlingual marketing solutoins to MotionPoint customers. The focus will be on managing the staff to deliver both a high Quality of Service (QoS) and Customer Satisfaction (CSAT) within managed service levels (SLAs). They should have a strong ability to see the big picture but also communicate clearly and form relationships at all levels of the organization, optimize resources, manage budgets, and drive continuous improvement across various departments.
Essential Job Functions
- 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
- 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.
Note: This job description is not intended to cover all activities, duties, or responsibilities. Other duties may be required by the employee at any time, without notice.
Why Join Our Team:
Big brand bragging rights. You'll be working with very recognizable companies (from Fortune 50 logos to up-and-coming brands) that are sure to impress friends and family.
Diverse, Inclusive, and Energetic team atmosphere. You'll be alongside a group of deeply supportive and diverse colleagues combined with highly approachable ‘open-door’/’open-book’ managers that treat you like a person, not a cog.
Career Stability and Growth. Many team members have been at MotionPoint for more than a decade because they really love our commitment to culture and improving our platform, processes and people, every day. We love our internal talent, and career advancement opportunities both within and outside hired departments are available. We run our business and manage performance with a growth mindset.
Mental, Physical, and Financial Health. Among MotionPoint's offerings are a ‘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, and 401(k) with immediate vesting and up to 4% employer match, to name a few!
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