Job Description
At Public Square Public Affairs (PSPA), we are more than a consultancy – we are builders of bridges between policy and progress, with an unwavering dedication to advancing public policy and political initiatives.
PSPA is currently looking for an VP of Operations to oversee the customer journey and operational efficiencies, providing standard services with strong connections and a strong understanding of the political landscape.
Position Summary:
The Vice President of Operations reports directly to the President and is a crucial position that requires an individual passionate about delivering an excellent customer experience and organizational efficiencies. In this role, your primary responsibility will be to have the highest professional standard of customer support by understanding customer needs and providing personalized solutions that meet their unique requirements. The VP Operations is responsible for overseeing the onboarding and training of customers, implementations (including customizations), as well as the software and hardware support teams. The ideal candidate for this position should have excellent communication and interpersonal skills, be detail-oriented, and have the desire to provide a customer experience and operational efficiency second to none in our industry.
Job Duties and Responsibilities:
Drive Customer Success Outcomes
- Increase renewal rates and reduce churn through service.
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Drive new business growth through greater advocacy and reference-ability.
Manage Customer Success Activities
- Onboarding
- Training
- Professional Services – SOW Customization
- Escalation Point for Customer Support
- Software Management
- Hardware Support Management
- Renewals
Measure the Effectiveness of Customer Success/Hardware Teams
- Develop Project Dashboard
- Define operational metrics/ internal KPIs for the team.
- Establish a system for tracking metrics.
- Create cadence for review within the team.
- Expose a subset of metrics to the executive team, company, and board.
Lead World-Class Customer Success/Hardware Teams
- Manage a rapid onboarding process for new team members.
- Foster collaboration within the team and across the customer lifecycle.
- Encourage continuous learning within a team.
Enhance Effectiveness and Efficiency Through Technology
- Support systems
- Customer Success Management platform (Salesforce).
- Manage Customer Surveys.
- Be the process champaign for PSPA
Inspire Operational efficiency and productivity throughout the company.
- Create a company-wide culture of Customer Success.
- Manage our project management system
- Be a support for staff and a point of escalation for clients or project issues
- Own client onboarding
- Align with Technology balancing corporate strategy.
- Align with Finance around measurement and forecasting.
- Align with the Executive Team around key metrics and objectives.
Minimum Requirements:
- 5+ years’ experience in leading customer-facing organizations.
- 3+ years of experience in project management or account services
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Strong empathy for customers and passion for customer success.
- Analytical and process-oriented mindset.
- Demonstrated desire for continuous learning and improvement.
- An enthusiastic and creative leader with the ability to inspire others.
- Excellent communication and presentation skills.
- Relevant Bachelor’s degree; preference for public policy or related degrees.
- Public Affairs experience a plus
Requirements
- Writing sample
- Two references - not family or friends
- Social media accounts (handles)
Job Type: Full-time
Pay: $90,000.00 - $130,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work setting:
- In-person
- Office
Ability to Relocate:
- Phoenix, AZ: Relocate before starting work (Required)
Work Location: In person