VP, Client Operations (Charlotte, US)

VP, Client Operations (Charlotte, US)

About the Role

Our Vice President of Client Operations is at the center of all things that allow us to launch, and subsequently support, our clients while we strive to achieve ambitious growth goals. You will lead multiple teams responsible for implementation of Passport products,  onboarding of those clients, support of those products post-launch, and also ensure the client-facing teams are supported by pre-sales engineering. And, you’ll do all of this while growing and scaling the team in our incredibly fast-paced, exciting, and constantly changing environment. You and your team will be focused on quality, speed, and accuracy. You will juggle multiple initiatives at once while partnering closely with Client Success, Engineering, Product, Marketing, and Sales teams.

This role will have direct supervision of the Sales Engineering, Service Delivery, and Product Support functions. These functions, in this order, each play a key role in the client journey, picking up at contract execution or near contract execution to (1) start the project scoping process and translating a client's needs into an actionable plan of delivery and launch of services to that client (pulling in sales, product, etc), (2) handing off the project scope and project plan to the Service Delivery team for implementation and launch for the client, and (3) troubleshooting and ongoing operational support for clients post-launch.


  • Leading, coaching, and inspiring a team focused on supporting our clients, ensuring smooth implementations, and providing pre-sales engineering support to our prospective clients
  • Coaching and developing your team to successfully predict challenges and appropriately navigate internal/external barriers to deliver initiatives on time; establishing a culture of excellence
  • Working across teams to ensure appropriate project resourcing and planning, so that projects are delivered on time and on budget, are high quality, and exceed client expectations
  • Driving execution of key implementations, responses to client and customer inquiries, and overall ownership of the initial client experience
  • Acting as the escalation point for project, support, and operational challenges; appropriately navigating through those challenges with a sense of urgency, sensitivity to client needs, all the while balancing the internal constraints
  • Prioritizing initiatives for implementation based on sound consideration of value, cost, and risk, and ensuring data leads the decision-making process
  • Partnering with Sales and Client Success leaders to ensure that market feedback received from clients is proactively incorporated into the delivery and support strategy, and simultaneously ensuring other teams within the organization receive key client feedback learned during the operations, implementations, or pre-sales engineering processes
  • Understanding stakeholder goals/project requirements and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, and Development) throughout full project lifecycle
  • Resolving competing priorities for resources in ways that support our clients and  team members, while generating the highest return on investment for the company
  • Getting out in the field with our clients and end users to understand their challenges first hand, and translating those into strong delivery and support approaches
  • Operating with a continuous improvement mindset and leveraging data to drive more effectiveness across each function
  • Making tough decisions “on the fly”, with guidance as needed, as you manage client relationships and internal stakeholders
  • Creating appropriate reporting to ensure smooth operations across all teams

About You

Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, and you can juggle it all. You are a builder of teams, and inspire greatness. You know the ins and outs of how to successfully lead teams through times of change, and you also take tremendous pride in fully understanding the businesses you support.  You have a strong familiarity with project management, client support, and driving software implementations, and you haven’t met a challenging situation you can’t tackle or a challenging client conversation you can’t navigate. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You always hit your deadlines.  You have a propensity towards continuous improvement and love to figure out the scalable solution. You thrive in a constantly changing, fast-paced environment. You can balance short and long term objectives. You own the details. You understand product strategy. You are always thinking a few steps ahead. You can multitask between multiple complex projects while also fighting daily fires. You love working with teams. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.


  • 10+ years of experience in a software delivery business
  • 5+ years of team management experience
  • Experience delivering scalable software solutions
  • Experience in mobile services and mobile app technology
  • Software development experience a plus
  • Bachelor’s degree in business or related field
  • MBA desired

About Us

Passport transforms the way cities manage their operations. The fintech company’s mobile-first platform has been adopted by more than 450 cities, universities, and private operators around the world in cities including Chicago, Toronto, London, and Miami, across more than 5,000 locations. Passport’s product lines – parking, transit and tolling payments, parking enforcement, and permit management – enable organizations in the public and private sectors to streamline their operations, enhance customer service, and make data-driven decisions. Consistently recognized as one of the fastest growing companies and Best Places to Work in Charlotte, North Carolina, Passport has an ingrained practice of putting People First – a guiding principle in its culture.

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End date
Friday, November 2, 2018 12:00 AM
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