We’re Operationsinc, one of the largest Human Resources Consulting firms in the U.S., headquartered in Norwalk, CT. We provide a wide range of HR consulting solutions to our base of clients nationwide and are considered subject matter experts in all areas of Human Resource Management. OperationsInc has been recognized as a Top Workplace every year since 2013.

As we continue to grow, our needs in leadership have shifted, resulting in the creation of the new role of Chief Customer Officer.  This role was developed to provide a single vision of the customer across the organization, and in this role you will be responsible for the total relationship with OperationInc’s customers – a pivotal role that directly influences the future of the company, and that covers marketing, new business sales, installed client base sales, and partner strategy.  You are obsessively customer-centric – you need to be totally engrossed in understanding the minds of how our target customers work.  You understand that change is constant, and that sales and marketing practices have to evolve to the constantly changing customer.

CORE RESPONSIBILITIES:

The Chief Customer Officer is responsible for leading the coordinated efforts of the marketing and sales teams who support our current and prospective customers in all stages of their relationship with us.  The role reports directly to the CEO and will be a member of our executive team. Key responsibilities:

  • Lead two teams – Business Development and Marketing – with a total of six (6) direct reports; total of nine (9) in the overall organization.
  • Establish short-term results and long-term strategy and lead the marketing and sales teams to focus on attracting, engaging and delighting our prospect and customer base.
  • Create a standard outreach for current and future clients, and coordinate implementation across marketing, sales channels, client management and communication.
  • Leverage customer research and end-to-end customer journeys to provide strategic leadership for the customer base.
  • Monitor the strategies and processes across the revenue cycle.
  • Develop and implement robust marketing and sales processes and strategies.
  • Own key operational metrics like churn and contraction, revenue and customer satisfaction.  Monitor the marketing and sales pipeline, adjusting as necessary to create sustainable growth.  Work with all areas of the business to drive change within these metrics.  Increase the lifetime value and profitability of customers.
  • Prospect and close relationships with key target clients.
  • Architect the marketing and sales teams to leverage and scale in support of our growth plans.
  • Ensure we are attracting and leading a team that will move organization forward.
  • Ensure that our associates have the best tools to do their jobs, and that the organization is continually focused on associate productivity.
  • Use your collaboration skills to work with all areas of the organization to help make decisions based on customers.
  • Drive a ‘lean startup’ style of environment with constant learning.
  • Provide problem analysis and problem resolution at both a strategic and functional level.
  • Provide a proactive approach and support to emerging business activities establish to remain competitive in the marketplace.
  • Perform other tasks as assigned.

JOB QUALIFICATIONS:

  • Education: Bachelor’s Degree in Business Administration, Finance or related field; Master’s Degree strongly preferred.
  • Certifications:  CustomerCentric Selling strongly preferred, although other sales methodology certifications will be considered.
  • Experience:
    • 5+ years leading a fast-paced customer centric marketing and sales organization with demonstrated results in improved revenue and operational metrics, with a focus on primarily business to business sales.
    • Broad knowledge of the HR industry strongly preferred.
    • Comprehensive knowledge of provider contracting, strategic planning and overall service delivery.
    • Powerful leadership skills with a vision and understanding of the future and subsequent changes required to meet business needs.
    • Sales background with the ability to motivate teams.
    • Marketing background with omni-channel experience.
    • Proven ability to affect change and meet business goals, monitor progress and take corrective actions when necessary.
    • Supervisory experience
    • Extensive experience and expertise, as a user and as a strategist, with CRM (Salesforce highly preferred).
    • Mastery of defining and delivering the right set of complete data and reporting to leadership that tells the entire story.
    • Other competencies or skills:
      • Extremely organized, disciplined, hands-on and process-oriented leader who is not afraid of digging into details
      • A “failure is not an option” mentality
      • Ability to executive and implement change
      • Highly energetic personality that motivates people
      • Strategic and highly analytical
      • Has an innate ability to channel different points of view, with the ability to establish and maintain excellent relationships and credibility quickly
      • Excellent consulting skills, as well as writing and public speaking
      • Demonstrated proactive leadership skills

Performance Metrics

Measure Target
New business revenue Book of business specific %
Renewal/Upsell rate (dollar portfolio growth) Book of business specific %
CX Experience (blended metric capturing multiple measures of customer engagement and satisfaction) Set baseline at 100%
Customer Health Achievement of customer health plans
Propensity to Referral (metrics capturing referral quantity, quality) Measure as a % of possible touchpoints

 

NOTE:

As an employee of OperationsInc., you will enjoy a wide range of progressive benefits and perks in a nurturing and supportive environment including Training and Development, Medical, Dental, Life, Short-Term Disability, Long-Term Disability and 401K. We offer a flexible work environment, casual dress policy, company subsidized lunch as well as countless employee events and programs throughout the year. You can find out more about our company culture including an informative video at

https://operationsinc.com/about-us/why-work-at-operationsinc/careers-at-operationsinc/

Interested candidates should provide a resume and salary requirements to careers@operationsinc.com

NO PHONE CALLS PLEASE

We are an equal opportunity employer. M/F/H/V