Full-Time

Senior Director

Service Operations

Posted on 7/2/2024

Appspace

Appspace

201-500 employees

Workspace management and employee communication platform

Government & Public Sector
Enterprise Software
Healthcare

Senior

Remote in USA

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Agile
Sales
Product Management
JIRA
SCRUM
Requirements
  • Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field; Master's degree preferred.
  • 10+ years of experience in service operations, with a proven track record in managing complex SaaS service delivery.
  • Extensive experience overseeing PMO functions, resource management, and project profitability.
  • Strong understanding of project management methodologies, frameworks, and tools, such as Agile, Scrum, Kanban, and JIRA.
  • Demonstrated expertise in developing and implementing KPIs, reporting frameworks, and process improvements.
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
  • Strategic mindset with the ability to translate business objectives into actionable service delivery plans and initiatives.
  • Proven experience in driving process improvement and organizational change initiatives.
  • PMP, PMI-ACP, or other relevant project management certifications are highly desirable.
Responsibilities
  • Scale and optimize service operations to support Appspace customers at every stage of their lifecycle, enhancing customer satisfaction and driving sales, expansion, and retention.
  • Expand the profitability of service operations through efficient delivery, cost control, and value-added services.
  • Develop and implement robust reporting frameworks and KPIs to track the performance of service operations and drive continuous improvement.
  • Oversee the Project Management Office (PMO) to ensure effective project delivery, resource allocation, and governance.
  • Manage the creation, negotiation, and execution of Statements of Work (SOWs) to ensure clarity, compliance, and alignment with client expectations.
  • Optimize resource management processes to ensure efficient utilization and allocation of resources across projects.
  • Work with the Appspace partner team to enable partners to deliver high-quality services to Appspace customers.
  • Collaborate closely with other Workplace Experience team leaders and teams, including sales engineering, development services, implementation, training, and adoption.
  • Collaborate closely with cross-functional teams, including customer success, product management, engineering, sales, and finance, to ensure alignment on service delivery objectives and priorities.
  • Provide leadership, guidance, and mentorship to service operations teams, fostering a culture of accountability, collaboration, and excellence.
  • Establish and maintain strong relationships with key clients, acting as a trusted advisor to understand their needs and ensure successful service delivery.
  • Identify and implement process improvements to enhance operational efficiency, quality, and customer satisfaction.
  • Monitor industry trends, emerging technologies, and best practices in service operations and SaaS delivery to drive innovation and competitive advantage.

Appspace provides a workspace management platform that enhances communication and operational efficiency within organizations, particularly in the healthcare and public sectors. The platform allows for content delivery to workplace devices, such as digital signage, and helps manage physical spaces through features like fast check-ins, capacity management, and reservations for desks and rooms. Additionally, it offers tools for analyzing visitor volume and behaviors to optimize space utilization. Appspace operates on a subscription-based model, ensuring a steady revenue stream while continuously improving its services. The platform also serves as a central hub for employee communication, providing access to announcements and tools for all employees, including frontline workers. Appspace's flexibility and scalability make it a valuable partner for organizations aiming to enhance their work environments and employee engagement.

Company Stage

Growth Equity (Venture Capital)

Total Funding

N/A

Headquarters

Dallas, Texas

Founded

2002

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • The rise of hybrid work models increases demand for Appspace's flexible solutions.
  • Integration with AI-driven analytics enhances Appspace's visitor analytics capabilities.
  • Growing importance of ESG criteria presents opportunities for Appspace to develop tracking features.

What critics are saying

  • Loss of key personnel like Jeff Cate could impact strategic direction.
  • Over-reliance on Microsoft Teams may limit adaptability to other collaboration tools.
  • Competitive digital workplace market could erode Appspace's market share.

What makes Appspace unique

  • Appspace offers a unified platform for workspace management and employee communication.
  • The company integrates seamlessly with Microsoft Teams, enhancing workplace productivity and communication.
  • Appspace's subscription model ensures continuous service updates and a steady revenue stream.

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