Director of Operations

Aspire Software is hiring a Director of Operations for our Car Rental portfolio to join our growing team in North America! This position provides critical operational management to a portfolio of companies within a growing software vertical. Working closely with our Car Rental management team, you will drive the operational functions of the portfolio (Professional Services, Customer Success, Customer Onboarding, and IT) in order to increase business efficiency, streamline processes by introducing and optimizing automation and finally manage the day-to-day business operations. We currently provide software solutions to 1000+ clients across three product lines. This role requires the ability to see the big picture, allowing for the implementation of global projects while also being hands-on with team leaders, staff, and key accounts. Here is a little window into our company: Valsoft acquires and develops vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries or niche. A key tenet of Valsoft's philosophy is to invest in well-established businesses and foster an entrepreneurial environment that molds companies into leaders in their respective industries. Valsoft looks to buy, hold and create value through long-term partnerships with existing management. Valsoft has grown to 120+ companies with 3,000+ employees in 20+ countries. In 2023, Great Place to Work® named Valsoft one of the best workplaces in the financial services industry. Aspire Software, an operating group of Valsoft, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire Software delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. Our motto is 'Be Humble, Stay Hungry!'The successful candidate will be based anywhere in Canada, working in a remote work model!Director of Operations RoleThe Director of Operations is responsible for ensuring operational efficiency across Professional Services, Support, Account Management, and Customer Success. This role drives profitability, maintains high service levels, and ensures strong customer retention. The Director collaborates with department heads, optimizes processes, and aligns operations with strategic business goals. What your day will look like: Professional Services Profitability:Oversee service delivery, ensuring projects are completed on time and within budgetOptimize resource allocation to maximize billable utilizationStandardize processes to improve efficiency and margin growthTrack and reduce cost overruns while maintaining service qualityCollaborate with Sales and Finance to align service pricing with profitability targetsSupport SLAs Being Met: Ensure support teams consistently meet or exceed SLA commitmentsImplement and refine processes to improve response and resolution timesMonitor support ticket trends and drive initiatives to reduce recurring issues Establish quality control measures to enhance customer experienceUtilise data to adjust staffing levels and improve efficiencyAccount Management/Customer Success – Customer Retention: Drive customer satisfaction and engagement to increase retention ratesOversee implementation of customer success strategies to enhance lifetime valueCollaborate with Sales and Marketing to identify upsell and expansion opportunities Monitor customer feedback and implement improvement initiativesEnsure proactive risk mitigation for at-risk accountsResponsibilities: Leadership and Strategic Oversight:Develop and execute operational strategies that align with company goalsLead cross-functional teams across Professional Services, Support, and Customer SuccessDrive a performance-focused culture with clear KPIs and accountabilityMentor and develop team leaders, ensuring strong leadership across departmentsFoster collaboration between Sales, Finance, and Customer Success to enhance efficiency and growthImplement process improvements to scale operations and drive continuous improvementProfessional Services Profitability:Optimize resource allocation to maximize billable utilizationEnsure project profitability by managing budgets, costs, and efficiencyStandardize processes to improve service delivery and marginsTrack and reduce overruns while maintaining service qualityAlign pricing strategies with Sales and Finance for sustainable growthSupport SLAs Being Met:Ensure SLA compliance by monitoring response and resolution timesImprove support efficiency through process optimization and automationReduce ticket backlog by identifying and resolving recurring issuesMaintain high customer satisfaction through quality assurance and feedback loopsAdjust staffing levels based on ticket volume and support trendsAccount Management, Customer Success – Customer Retention:Drive customer retention through proactive engagement and risk mitigationEnhance customer experience by implementing successful strategiesMonitor customer health and take corrective actions on at-risk accounts Collaborate with Sales and Marketing to drive upsells and expansion revenue Use customer insights to improve products, services, and relationshipsKey Performance Indicators (KPIs):Professional Services Profitability:Billable Utilization Rate (%) – Above 30% for 3 PS HC shared across support. Measures efficiency of resource allocationProject Margin (%) – 50% Profit margin on PS projects. Tracks profitability per project Support SLAs Being Met:First Response Time Adherence (90%) – Ensures timely initial customer engagementResolution Time Adherence (90%) – Tracks how quickly issues are fully resolvedAccount Management/Customer Success – Customer Retention:Customer Retention Rate (less than 5%) – Measures overall success in keeping customersNet Revenue Growth (10%) – Tracks revenue growth from existing customersNPSAbout You: Car Rental experience would be highly advantageous 5+ years of experience in a similar role is required, preferably in the SaaS, Cloud, or Software industries A bachelor’s degree in business administration or a similar related discipline is highly advantageous Strong financial and operational acumen; ability to interpret and act on business metricsHands-on attitude with a proven entrepreneurial spirit and pace-setter traitsMust be proficient in the use of the Microsoft Office suite (Outlook calendar, email, Excel spreadsheets, graphs, PowerPoint presentations, Word) Excellent verbal, written communication and decision-making skillsExcellent organizational skills and outstanding attention to detailAbility to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing prioritiesA natural ability to lead performances in a department Strong collaboration skills with external departmentsExperience with offshoring and virtual global organizations with distributed teams Knowledge on tools: CRM (Salesforce or Microsoft Dynamics), ticketing tool (Team Support, etc.), phone systems (8x8, etc.) and O365 Automotive OEM experience or dealership relationships and connections is highly advantageous Fluent in English, both written and verbal, is essential Legally authorized to work in Canada For information about Aspire Software, please visit our website at www.aspiresoftware.comWe thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.Originally posted on Himalayas

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