VP, Customer Success & Global Support Operations

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn fosters a dynamic and supportive environment where hard work and great results are rewarded and celebrated. We value openness and continuous improvement, encouraging team members to acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a positive and empowering workplace for everyone.

About the Role

Bullhorn is at a critical stage in the evolution of the company’s customer delivery model. The business faces increasing complexity – providing multi-product offerings, business-critical solutions, customers of all sizes across verticals – and Bullhorn must deliver efficient, scalable, and high-personalized customer experiences. 

Bullhorn is therefore seeking a dynamic and experienced VP of Customer Operations to deliver on their customer experience across Customer Support, Customer Success, as well as Learning & Education. Reporting directly to the SVP of Customer Success and Global Support, the VP of Customer Operations will play a pivotal role in driving the post-sales function and customer experience at Bullhorn. 

The Bullhorn team is looking for a Customer Operations leader who will serve as a thought partner & advisor to the business across the post-sales teams. This individual should be someone who can effectively implement technologies and programs that are impactful, can leverage data from customer moments to provide insights to the business, and can enable customer-facing teams to deliver on critical customer commitments.

As the VP of Customer Operations, you will be responsible for: 

• CX Thought Leadership & Strategy 

  • Leading the end-to-end program management for key CX initiatives, from defining success metrics, ensuring effective implementation (technologies, processes), change management, adoption & improvement 

  • Owning the Customer Success & Support technology Roadmap, in partnership with internal IT

  • Ensuring effective workflows (including required technologies), continually improving how work gets done and enabling productivity gains 

  • Enhancing the customer experience through your leadership of the Quality process (internal QA, CSAT, and NPS oversight)

• Implementing and Managing Technology & Driving Data-driven Insights 

  • Owning technologies & measuring ROI/Impact (including Salesforce, Service Cloud, Einstein, Voice, Agent Force, Assemble for scheduling, Gainsight, BI tools, etc.

  • Owning forecasting, capacity planning, budget planning, and providing reliable, consistent data to Senior Leaders to make data-driven decisions

  • Analyzing the metrics for the team (Backlogs, Average Speed of Answer, Service Levels, Accessibility, Average Handle Time, etc.) and driving performance enhancements (e.g., opportunities to deflect volume, prevent issues, and reduce customer effort)

  • Designing & measuring effectiveness of digital campaigns along customer journey

• Workforce Planning & Development

  • Forecasting & working through capacity planning based on complex environment (products, skillsets, geographies), supporting a case volume of 200k cases per year

  • Partnering with Talent Acquisition on hiring needs and managing effective staffing levels to ensure smooth day-to-day operations, including leveraging contract to hire and perm staffing strategies

  • Ensuring the operations team is proactively monitoring data and triggering actions and recommendations to support leadership to ensure smooth business operations

  • Providing leadership to the global team through coaching and 1:1 meetings

• Collaboration & Cross-functional Alignment

  • Partnering with Support, Customer Success, Product Enablement VPs define & measure KPIs and report out on metrics

  • Partnering with Functional Leaders to review and implement changes to reduce detractors and deflect support volume 

  • Working with the internal data warehouse team to understand and provide the right actionable insights (BI tools) to drive an effective customer experience 

VP of Customer Operations Competencies & Skills:

The VP of Customer Operations will have a deep track record of working with internal CX stakeholders to drive CX process improvement.

Experience at a Growth Oriented Software Company

• Proven VP or Sr. Director of Customer Operations with experience in high-growth B2B, SaaS-focused software environments at scale (>$300M ARR) 

• Ideally has had M&A experience, particularly M&A integrations experience

Proven, Capable and Cross-Functional Post-Sales Leader

• Has experience with complex, multi-product Enterprise software solutions 

• Has experience collaborating with internal stakeholders and specifically, managing technical support, customer success, and digital CX operations 

• Has a partnership / service-orientation, with the goal of working towards common CX objectives 

• Driven, confident leader with a strong sense of urgency and comfort with ‘failing fast’ 

Comfortable with Technology & Data-Driven Approaches

• Excellent data, modeling, reporting, and BI skills 

• Experience implementing AI/Automation technologies & other digital strategies 

• Ability to effectively leverage technology to drive scalability & CX

Strong Collaborator, with a Culture-Building Mindset

• Executive presence and ability to serve as an advisor to the business; understands day-to-day realities of each function and is a trusted business partner

• Experience building strategic, collaborative & cross-functional relationships to solve problems 

• Experience building a culture of ownership, performance management, and customer-focused mindset

Location: Candidates can be based anywhere in the United States with moderate travel.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table.  If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.