GM [Onboarding & Delivery, SaaS Implementation]
1 week ago
Position Overview:
As a senior leader at Meritto, you will play a pivotal role in driving the success of our onboarding and Delivery (SaaS implementation ) teams while maintaining a strong focus on data-driven performance management. You will be responsible for building and managing efficient processes, setting and tracking performance metrics, developing high-performing teams, and fostering effective interdepartmental communication. These leadership positions require a deep understanding of data analysis to optimize operational excellence and achieve organizational objectives.
Leader plays a major role in hiring, training and mentoring technology operations, support and other business Operation teams in the organization, and remains in charge of implementing policies within internal teams to establish a level of quality delivery and services.
Key Responsibilities:
- Process Management:
- Develop, refine, and optimize operational processes to ensure efficiency and effectiveness in SaaS implementations.
- Implement best practices and standard operating procedures (SOPs) to streamline workflow.
- Team Performance Metrics Tracking and Recognition
- Define, monitor, and analyze key performance indicators (KPIs) and key result areas (KRAs) for the operations teams.
- Analyze data of change request, onboarding (new account implementation) to identify areas for improvement and implement data-driven strategies to meet and exceed Quality and TAT targets.
- Implement robust performance tracking systems and data analytics tools to monitor progress toward goals and recognize outstanding achievements.
- Develop and administer a rewards and recognition program to motivate and retain top talent.
- Team Building and Training:
- Recruit, onboard, and manage a high-performing team of implementation managers and specialists.
- Provide coaching, mentorship, and professional development opportunities to team members.
- Foster a culture of continuous learning and data-driven decision-making.
- Inter-Departmental Communication:
- Foster effective communication and collaboration between the operations department and other functional areas, such as sales, customer support, and product development.
- Resolve interdepartmental conflicts and ensure alignment on priorities.
Desired Candidate Profile:
- Proven experience in senior leadership roles within the SaaS industry or a related field.
- Strong leadership, strategic thinking, and people management skills.
- Track record of improving operational efficiency and achieving performance targets using data-driven approaches.
- Excellent analytical and data analysis skills to make informed decisions and drive improvements.
- Effective communication and interpersonal skills to promote teamwork and collaboration.
- Bachelor's degree in a relevant field (e.g., Computer Science, Business Administration) and advanced degrees are a plus.
- 11-15 years of relevant working experience, preferably in product operations or SaaS-based organizations.
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