Charlotte James Associates
Lanarkshire, Scotland, Glasgow
£100000 - £120000 per annum + bonus, equity
03 Jul 2019
02 Aug 2019
Professional / Specialist
Contract Type

This international software house headquartered in Glasgow is seeking an experienced COO to work with the rest of the board on driving the business forward domestically and internationally. You would be leading a team of around 40+ people responsible for all implementation and customer support activities ensuring an exemplary service to all their clients around the globe. As part of the executive leadership team, this role will play a key part in the development and implementation of the corporate strategy across the company. The role will own the delivery process, ensuring delivery dates are met and achieved, accurately reported, ensuring teams are aligned to delivery and product fulfilment.
This is a responsible role enabling the business to grow whilst ensuring the business grows efficiently and sustainably.

You will see every aspect and function of the business and engage with an extremely diverse range of the internal and external stakeholders, working very closely with the key areas of the business, ensuring projects are delivered within pre-agreed deliverables, time and cost with client experience at the forefront of everything they do.

Adaptable management style to respective audience, employees, Clients, Partners & Investors
Excellent negotiation skills and people skills
Methodically analytical processes to improve efficiency to implement change management
5+ Years' senior experience within an Operations role reporting to Board of Directors
Track record of implementing best practice in a software implementation and support
Past budget responsibility for both revenue and costs.
Managing large remote teams in a global environment
Excellence in customer delivery providing quality, efficiency and 'exceptional customer service'
Managing and delivering products within a B2B and B2C in a Software Technology industry, using Project Management and Agile mythological
A successful track record of scalability

Responsible for high quality implementation and support to customers across the globe.
Work closely with the Finance team to measure activity and forecast progress for the Operation team and report these measurements concisely to the board.
Ensure that Growth in Operations team matches the rapidly growing client base and ambitious growth plans.
Own the client relationship post sale and be accountable for the customer journey. Play a senior role in the communication and escalation of customer issues.
Ensure the success of the Operations team through quality, best practice, management of cost and suppliers, efficient delivery to contractual commitments and customer satisfaction.
Collaboration and functional responsibility with Sales & Technology Divisions, ensuring the business & commercial priorities are fully aligned
Play a key role in the development of the corporate strategy. Develop implementation plans for the strategy with clear goals and measures and deliver these on time and within budget.
Lead, manage and mentor Operations team and continuously improve the service they provide
Ensure all Client Services are of the highest quality and meet customer expectations, proven through consistent positive customer feedback.
Implement best practice processes and procedures for Program and Project Management, Change Management change management and customer support.
Develop a balanced scorecard together with a list of key performance indicators that accurately measure the performance and output of the team
Own the P&L revenue delivered by the implementation programs together with the costs for the entire Operations team
Own customer profitability.
Create a methodology that enables the accurate forecasting of costs and revenue provided by the operations team
Promoting positive Company Culture through the Mission, Vision and Values of the business

Charlotte James Associates is acting as an Employment Agency in relation to this vacancy.
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