Operations Manager

About the role

VertexOne is seeking a highly motivated and results-driven Operations Manager – Digital Platform to lead the execution engine that powers our Digital Engagement solutions. This role is responsible for ensuring the successful delivery of client-related operational work, managing Business Analysts and Support resources, driving SLA performance, and coordinating cross-functional efforts across Client Success, Product, and Engineering teams. The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes, driving accountability, and ensuring issues are resolved efficiently and effectively. This individual will serve as the central coordinator for operational execution, helping scale our Digital platform while maintaining exceptional service quality and client outcomes.

Responsibilities

• Team Leadership & Development
  • Lead, mentor, and develop a team of Business Analysts, SMEs, and Support Analysts.
  • Establish clear performance expectations, goals, and accountability measures.
  • Conduct performance reviews, coaching sessions, and career development planning.
  • Oversee recruiting, onboarding, training, and workforce planning.
  • Foster a culture of ownership, collaboration, and continuous improvement.
• Operational Delivery & Execution
  • Own operational delivery across the Digital platform.
  • Manage work intake, ticket prioritization, and backlog health.
  • Ensure work is distributed effectively and aligned with client priorities and service commitments.
  • Monitor throughput, ticket aging, and operational KPIs.
  • Ensure no client issues or requests are overlooked or delayed.
• SLA & Service Performance Management
  • Drive adherence to service level agreements and operational commitments.
  • Establish reporting and dashboards to monitor key performance metrics.
  • Identify risks to service delivery and proactively implement corrective actions.
  • Lead efforts to improve response times, resolution times, and overall service quality.
• Escalation Management & Cross-Functional Coordination
  • Serve as the internal escalation leader for complex client issues and production incidents.
  • Coordinate resolution efforts across Client Success, Product, Engineering, and Support teams.
  • Facilitate prioritization discussions and ensure clear ownership of actions and outcomes.
  • Drive timely communication and visibility for critical issues and escalations.
• Process Governance & Operational Excellence
  • Develop, document, and enforce operational processes, SOPs, and best practices.
  • Identify bottlenecks and inefficiencies across workflows.
  • Drive process improvements that increase scalability, quality, and efficiency.
  • Establish operational standards that support consistent delivery across teams.
• Release & Change Management
  • Oversee release coordination and production deployment readiness.
  • Ensure change management processes are followed and properly documented.
  • Partner with Business Analysts on testing, validation, and deployment planning.
  • Monitor release outcomes and drive continuous improvement of release practices.
• Strategic Leadership
  • Collaborate with leadership teams on operational strategy and organizational improvements.
  • Support capacity planning, resource allocation, and workload forecasting.
  • Contribute to operational roadmaps and maturity initiatives.
  • Provide data-driven recommendations to improve client outcomes and operational performance.
• Client Engagement Support
  • Participate in client meetings related to escalations, major initiatives, or complex operational issues.
  • Provide operational expertise and technical clarity when needed.
  • Partner with Client Success Managers to ensure successful client outcomes while maintaining clear role ownership.
  • Travel as required, within North America, to Client locations or VertexOne company events.
  • Available to work extended hours or weekends, if needed, for Client project work.

Requirements

• Bachelor's degree in Business, Information Systems, Technology, Operations Management, or a related field preferred.
• 5+ years of experience working in an Operations Manager role, in SaaS operations, client operations, service delivery, or technical support environments.
• 3+ years of people leadership experience managing operational, support, or analyst teams.
• Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred).
• Experience collaborating with Product, Engineering, and Client Success organizations.
• Strong understanding of SLA management, incident management, and service delivery best practices.

Preferred Qualifications

• Experience supporting Digital Engagement, customer communication, or utility technology platforms.
• Experience implementing operational KPIs and performance dashboards.
• Familiarity with change management and release management processes.
• Experience leading process improvement initiatives and operational transformation programs.

Skills

• Strong leadership and accountability mindset
• Excellent organizational and prioritization skills
• Ability to balance strategic thinking with operational execution
• Exceptional problem-solving and decision-making abilities
• Strong communication and stakeholder management skills
• Data-driven approach to performance management
• Passion for continuous improvement and process optimization

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment with initial work-from-home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with 24/7 counseling sessions
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About VertexOne

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.