Head of Operations Job at Jonas Software
Job Description:
Head of Operations
THE GLADSTONE WAY
It's not WHAT we do, it's WHY we do it!
At Gladstone, our purpose is a simple one - we’re here to make the UK fitter and healthier. We do that though innovating and developing end to end technology solutions for the health and leisure industry so they can support more of their customers be more active, more often.
Great People
This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create and environment for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible. We constantly invest in our awesome talent as the future leaders of our business and industry. We’re big enough to make a huge impact in the market, but small enough that our people have the freedom to experiment, collaborate easily with other teams and ultimately be brave enough to try new ways of working that make your work, environment and environment better prioriting things that making it easier for our customers and our organisation commercially stronger.
Constantly Challenging
We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs.
Win-Win
We have a solutions and service focus that enables our customers to achieve their goals. By supporting our customers in growing revenues, introducing customer centric and seamless processes, reducing overheads and driving participation – they will deliver their business outcomes and we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation.
POSITION:
Gladstone is a highly commercially focussed and customer obsessed organisation and this is an exciting position that plays right at the heart of that.
You will responsible for:
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Leading and inspiring our 1st, 2nd and 3rd line customer support teams – ensuring our customers get the best service through timely resolution of their queries, questions and faults. This will include ensuring your teams have the skills they need now but also for the future as we move from on-premise to a cloud native software provider
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Support the running of Gladstone through implementing and running our organisational operating rhythm (i.e. key meetings and co-ordination of or Quarterly Strategy Review) and core governance activities (such as leading and embedding ISO for Gladstone)
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Working closely with all of our teams across Gladstone, especially our Customer Success Team, to champion ways of working and improve processes that enable collaboration and that transform us to an efficient agile cloud native software provider – but with the customer and our value metrics at the heart of everything we do.
JOB RESPONSIBILITIES:
Customer Support:
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Effectively lead the team in a way that fosters the right results, in the right way with the right culture. This will include managing all of the relevant elements that ensure we have the right resource with the right skill set and ways of working to deliver against our broad set of KPIs and importantly, our customer focused SLAs
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Build strong relationships directly with our customers to allow your teams/the organisation constantly deliver better service
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Taking our Customer Support teams on the journey required to transform our support model, our ways of working and the skills required in our teams as we move quickly from traditional on-premise software to a cloud native solution implemented with agile ways of working.
Ways of Working:
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Work with all teams across Gladstone to ensure true collaboration and improve our collective ways of working. This is likely to be through the introduction of value stream mapping and driving our inefficiencies / operational pain points
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Proactively implement and monitor relevant reporting to identify and track patterns to identify improvements for Gladstone and our customers
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Supporting COO helping drive through the evolved Gladstone culture, vision and ambitions.
Operating Rhythm and Governance:
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As Head of Operations within Gladstone, develop and support the operating rhythm for the organisation, ensuring we have the appropriate core meetings and governance that enables our SLT and all Heads of Department to work together collaboratively ensuring we focus on organisational performance, our people metrics, key organisational blockers, key risks and compliance with audits/ISO
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Be the lead on core governance activities such as the ownership of ISO processes, auditing and accreditation.
People Leadership:
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Develop a compelling vision for the team, creating followership across the team and across Gladstone as a whole
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Work with relevant individuals to ensure the team have the knowledge, skillset and capability to fulfil short-, medium- and long-term activities and outcomes
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Develop the right culture that enables high performance and being a great place to work
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Be a key leader in the COO leadership team as well as a core part of the overall Gladstone management team
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Be obsessed by how well our colleagues are both engaged and enabled.
Your personal characteristics will include:
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A highly motivated and a self-starter with a passion for Customer Service who enjoys the thrill of working in a challenging and multi-faceted environment
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Experience in setting a compelling vision and bring people with them
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Must be extremely comfortable with ambiguity due to our fast-paced shifting landscape
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An inspirational people leader and communicator who creates followership, focussed on coaching and performance but can equally eloquently navigate tough conversations (internally and externally) whilst maintaining good relationships
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Previous experience successfully running operational teams within a software or digital environment
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Someone with an inquisitive and curious mindset who is able to quickly assimilate information to make informed decisions
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Proven track record of implementing continuous improvement across teams/organisations to drive better customer outcomes, improved efficiency and improved collaborations/ways of working
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Experience of running operational governance that supports the running of organisations or business units
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Someone who is commercially minded, able to make decisions based against a balanced scorecard, ultimately driving value for the organisation and for our customers
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Ideally have experience of transforming teams to become highly effective teams with an agile mindset.
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.
Only candidates who are eligible to live and work in the UK need apply.
Business Unit:
Gladstone Software
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
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