Vice President, Operations

About the role

PCMI is a fast-growing global SaaS company and a market leader in extended warranty, F&I, and service contract administration. Our platform automates the entire product lifecycle for customers worldwide — and we're just getting started. With teams across North America (US & Canada), Europe (Poland), and Asia (India), we're modernizing our architecture, embedding AI across our products, and scaling to meet growing demand. We move fast, we build with purpose, and we're hiring leaders who want to shape what comes next.

The Vice President of Operations is the senior executive accountable for the overall health, performance, and strategic direction of the Operations organization within PCMI. This leader owns the P&L revenue and profitability reporting encompassed within Support and Professional Services organizations, sets the vision for how the company delivers software support and services, and ensures the organization scales to meet growth while maintaining quality and profitability. The VP is responsible for ensuring the support and project management teams operate in tight coordination with the implementation delivery teams and that the organization as a whole delivers consistent, excellent results for clients.

Responsibilities

• Define and communicate the strategy, operating model, and long-term vision for the operations organization in alignment with company and COO objectives.
• Develop and present the operations business plan annually, including headcount, revenue, margin, and investment targets.
• Serve as the executive sponsor for major organizational initiatives including methodology overhauls, tool implementations, and operating model changes.
• Own the measurement and optimization of the Support and Professional Services P&L, including reporting of revenue, cost of delivery, gross margin, and contribution margin.
• Partner with Finance FP&A on key metrics, ensuring the PS view of the business is aligned with Finance.
• Champion a customer-first culture in which delivery teams are empowered and accountable for client success.
• Partner with Sales and Account Management to ensure operations is positioned as a strategic differentiator in the sales process.
• Ensure Operations is appropriately represented in Go To Market readiness activities in order to ensure PCMI can deliver and support new features and products.
• Partner with Customer Success to design clear post-implementation handoff processes that protect retention and expansion.

Requirements

• Bachelor’s degree in Business Administration, Technology or related field or equivalent work experience.
• MBA or advanced degree in Business, Technology, or a related field, preferred.
• 12+ years of experience in professional services, with at least 5 years in a senior leadership role with P&L ownership.
• Demonstrated success leading and scaling a PS organization at a software or SaaS company.
• Proven track record of building and developing high-performing leadership teams.
• Strong executive presence with the ability to influence at the C-suite level, both internally and with customers.
• Deep understanding of software implementation lifecycle, delivery methodologies, and PS operating models.
• Experience managing a hybrid or matrixed organizational structure.
• Financial acumen with demonstrated ability to manage to revenue, margin, and utilization targets.
• Experience leading PS through a period of rapid growth or significant