Vice President, Managed Services

Why Work at Reputation?

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  Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
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  We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 
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  Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
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  Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
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  The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
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  Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
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  Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
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  Our Mission: We exist to forge relationships between companies and communities.

Responsibilities

• Develop and execute strategies to achieve business objectives and capacity planning.
• Work with our Product and Product Marketing and Sales teams to Identify new market opportunities and areas for innovation.
• Collaborate with our field teams to identify opportunities for improvement and value-added services
• Implement innovative solutions to enhance service offerings and improve operational efficiency.
• Be the “feedback loop” to product identifying inefficiencies and areas for improvement including automations.

• Oversee all aspects of Managed Services Operations, including service delivery, quality assurance and client satisfaction
• Develop and monitor key performance indicators (KPIs) and metrics to ensure performance targets are met or exceeded across all regions and industries
• Implement best practices and operational rigor to streamline processes and optimize performance across the global team

• Lead the team in building and maintaining strong client relationships, understanding their needs and expectations.
• Work collaboratively with internal teams (Sales and Customer Success) to ensure Managed Services is providing the appropriate and expected service to our customers.
• Act as the primary contact for our Field Teams and their customers addressing inquiries, resolving issues and ensuring high levels of satisfaction

• Provide leadership and direction to the Managed Services team, fostering a culture of excellence, global collaboration and accountability
• Recruit, train and develop talent to build a high performing team
• Set clear objectives that align with company goals and ensure team members are motivated and engaged

• Develop and manage operational plans, capacity models and service launches
• Identify opportunities to add value for customers leading to overall customer retention and across Reputation product offerings
• Develop innovative methods to gain efficiency and increase customer value

Requirements

• Bachelor's degree in Business Administration, Management or related field (MBA preferred)
• 15+ years experience in a senior leadership role within the software related BPO industry, with a track record of delivering results
• Strong understanding of outsourcing and offshore operations, including experience working with teams in India
• Excellent leadership and management skills with the ability to inspire and motivate teams to achieve goals
• Exceptional collaboration, communication and interpersonal skills, with the ability to build relationships with clients, stakeholders and team members
• Strategic thinker with the ability to analyze market trends, identify opportunities and develop effective strategies
• Demonstrated ability to manage complex projects and initiatives, delivering them on time and within budget
• Strong problem solving skills and ability to make decisions in a fast paced global environment
• Willingness and ability to travel 30-60% of the time (Depending on location)

When you join Reputation, you can expect:

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  Flexible working arrangements.
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  Career growth with paid training tuition opportunities.  
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  Active Employee Resource Groups (ERGs) to engage with. 
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  An equitable work environment. 

Our employees say it best:

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  Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” 
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  Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.” 
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  Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
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  Balance- “Great work life balance and awesome team environment!”

Diversity Programs & Initiatives:

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  Diversity: Embracing a culture that values uniqueness.
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  Inclusion: Inviting diverse groups to take part in company life.
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  Belonging: Helping each individual feel accepted for who they are.

Additionally, we offer a variety of benefits and perks, such as:

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  Flexible PTO
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  Paid company holidays 
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  4 company provided, “Recharge Days”, which are wellness days off for the entire company
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  Several active Employee Resource Groups (ERG’s) to help foster inclusion and community 
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  Employee Assistance Program
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  Access to a wide variety of unique perks and apps:Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi 
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  Fetch Pet Insurance
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  401K
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  Health, dental and vision insurance
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  Paid maternity leave 
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  Employer paid short term and long term disability and life insurance