Vice President Operations

Vice President Operations

Location:  Gurgaon

Shift Timings - 4 pm - 1 am IST ( Night Shift ), Work from Office - Mon-Fri

Business Leadership

• Develop and execute strategies for business growth. Analyze current direction and vision for the business (from the Managing Partners / Board) and make suggestions / recommendations positioning for continual growth.
• Lead and manage Unifyed within the parameters established by the Board.
• Ensure that Unifyed achieves and maintains a high standard for its product and services.
• Act as the liaison with EXC Managed Services Manage and increase the effectiveness of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. 
• Interview, hire and train employees. Participate in appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems
• Create an inspiring team environment with an open communication culture.
• Ensure all team members are onboarded and trained to successfully perform their jobs at the highest level.
• Create a system to monitor team members and ensure that the training is applied.
• Conduct and execute Annual performance reviews and appraisals for all employees of Unifyed in a timely fashion
• Conduct Quarterly performance reviews and payouts of performance acknowledgements according to the company policies in a timely fashion
•  Foster a corporate culture that promotes the highest ethical practices and encourages individual responsibility and accountability
• Attract, hire, train, mentor, monitor and track performance of team members and leaders. 
• Develop succession organization succession planning and training paths for high performers.

Operations

• Develop and monitor adherence to KPIs implementing course correction strategies for all areas not exceeding expectations.
• Contribute to long-term planning, including initiatives geared towards operational excellence.
• Deliver operating plan: achievement of growth objectives including revenue, profit and return-on-investment for all the channels / categories of business and / or key customers
• Ensure compliance with Unifyed policies and practices.
• Identify process improvement opportunities and implement process improvement.\including workflows, customer journeys, pipelines and business practices.
• Develop and maintain all internal departmental dashboards for presentation to senior leadership and the Board.

Finance

• Provide oversight and leadership for financial reporting, Operating Plans and Forecasting
• Oversee company financial management, planning, systems and control.
• Manage company forecasts, budget and reporting including P/L and performance targets, to enable course correction and report monthly to the Board.
• Close planning, tracking and management of budgets to effectively optimize cost for better profits and return-on-investment
• Manage overall P&L responsibility for Unifyed with effective strategies for cost optimization and revenue growth.

Product

• Review and approve Product Roadmaps in alignment with the Board
• Champion Unifyed products, offerings, technologies and business value to clients and the industry, at large
• Manage from concept to design, sample production, testing, forecast, cost, mass production, promotion, support through product end-of-life
• Oversee, review and approve product design - effectively communicate, plan, execute and track any course corrections
• Deliver the long-term strategy and execution for Unifyed products in alignment with senior leadership and the Board
• Oversee Product Support, DevOps, Engineering, R&D and the Product Management teams

Marketing & Sales

• Oversee the development and implementation tools to track forecasting, pipeline management and key sales metrics.
• Provide regular reporting, analysis and course correction for sales performance, 
• Become an expert and ensure compliance with sales and marketing technology including ConnectWise and Pardot.
• Monitor development of brand building and awareness, thought-leadership, marketing campaigns and digital assets, coordinating content development, digital assets development teams and sales teams
• Develop and maintain. sales / marketing operating budgets.
• Develop and implement strategic marketing plans and sales plans aligned with product and CS strategy.
• Monitor competitors' products, sales and marketing activities to provide regular and timely market competitive analysis to update playbooks.
• Liaise with channel partners for effective management of sales and marketing activities for new channel sales including a healthy referral and sales funnel.
• Participate in industry trade shows, conferences, and meetings, including presentations, panels, and tradeshow booth management

Customer Success & Support

• Monitor key metrics and adherence to processes / SLAs of managed services high NPS scores.
• Ensure compliance of documentation including customer meetings, proposals, renewal cadence and action items in ConnectWise.
• Design and oversee an effective channel partner upsell strategy to ensure goals are achieved or exceeded.
• Design and oversee an effective internal cross-sell strategy to ensure goals are achieved or exceeded.
• Handle client escalations and work with support and professional services teams to maintain high levels of customer satisfaction
• Design, execute and monitor customer renewal and retention strategies which achieve 0% churn.
•  Maintain ongoing regular communication and connection with customer personas to establish customer advisory groups and maintain close relationships which impact sales and 
• Oversee integration and onboarding ensuring the broadest possible integrations for product success and customer value monitor and manage timelines, resources and customer satisfaction.

Key Requirements

• Hands on leader
• Data Analytics
• Process improvement including workflows and pipeline management
• Experience running end to end operations in a SaaS company
• Technology BI & CRM tools, proficiency in MS360
• Team Leadership Including experience with HR functions
• Minimum 5 years senior level experience in a fast-paced technology company
• Must be living in Gurgaon or South Delhi or ability to relocate