About the Company
Openworks is a dynamic and innovative company that prides itself on fostering a culture of continuous learning and development. With 40 years in business, OpenWorks has earned year-over-year recognition on the Inc. 5000 and Franchise 500 fastest-growing organizations list. We are committed to empowering our employees and enhancing their skills to drive success in all aspects of sales and customer engagement.
A "Day in the Life" of the Senior Vice President of Operations & Experience
A typical day for the Senior Vice President of Operations & Experience involves taking full ownership of the company’s operational success and customer experience across all service areas. Reporting directly to the CEO, you drive initiatives to increase wallet share, expand customer locations, and boost franchise revenue. Your role involves daily oversight of performance metrics, leading team development efforts, and resolving operational challenges. By maintaining close relationships with key clients and franchisees, and expanding vendor partnerships, you ensure that every aspect of operations aligns with our ambitious growth objectives and delivers a superior customer experience.
Overview of Responsibilities
- Lead initiatives to boost the wallet share of current strategic customers by 30%
- Monitor and analyze quarterly customer expansion and upsell metrics, as well as franchise revenue reports and growth metrics
- Oversee the implementation of new customer locations to drive revenue growth.
- Ensure efficiency in new site launches and onboarding processes
- Develop and execute strategies to enhance customer satisfaction, aiming to limit account terminations
- Use Net Promoter Scores (NPS), retention rates, and churn analysis to guide improvements.
- Drive efforts to ensure that 75% of franchisees achieve $1MM+ in annual revenue
- Cultivate and maintain vendor partnerships and achieve 100% vendor coverage in all major metropolitan areas
- Build and lead a high-performing Operations & Experience team, ensuring that 90% of team members meet or exceed quotas
- Conduct performance reviews and implement strategies to retain top talent
What You'll Need to Succeed
- 10+ years of progressive leadership experience in a relevant industry
- Proven track record of driving significant revenue growth in a multi-site, franchise-based business model
- Exceptional strategic leadership skills with a demonstrated ability to execute and deliver results
- Strong experience in enterprise account sales and relationship management
- Proven ability to build and lead high-performing teams
- Experience with sales systems and process improvement
- Strong analytical skills with a data-driven approach to decision-making
- Knowledge of digital marketing strategies and their impact on customer engagement
What's in it for You
- Competitive base pay + bonus
- Opportunity to win Annual President's Club Trip
- 401k retirement savings plan with generous company match
- Comprehensive medical, dental, vision, disability, and life insurance
- Paid time off, paid holidays and paid volunteer time off (16 hours/yr)
- Fitness reimbursement
OpenWorks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
