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.
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.
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.Apply for this job