Operations Manager

VertexOne; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health Savings Account (HSA)

401K match

Flexible PTO

Remote work environment

Work-from-home stipend

Leadership/Coaching training

Professional development resources

EAP counseling 24/7

Parental leave

Referral program

Employee discount program

Job summary

VertexOne is seeking a highly motivated Operations Manager – Digital Platform to lead the execution engine powering our Digital Engagement solutions. This role ensures the successful delivery of client related operational work, manages Business Analysts and Support resources, drives SLA performance, and coordinates cross functional efforts across Client Success, Product, and Engineering teams.

The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes,

Qualifications

• Bachelor's degree in Business, Information Systems, Technology, Operations Management, or related field.
• 5+ years in Operations Manager role in SaaS or operations environments.
• 3+ years of people leadership experience managing operational, support, or analyst teams.
• Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred).
• Experience collaborating with Product, Engineering, and Client Success organizations.
• Strong understanding of SLA management, incident management, and service delivery best practices.

Responsibilities

• Lead, mentor, and develop a team of Business Analysts, SMEs, and Support Analysts.
• Establish clear performance expectations, goals, and accountability measures.
• Conduct performance reviews, coaching sessions, and career development planning.
• Oversee recruiting, onboarding, training, and workforce planning.
• Foster a culture of ownership, collaboration, and continuous improvement.
• Own operational delivery across the Digital platform.
• Manage work intake, ticket prioritization, and backlog health.
• Ensure work is distributed effectively and aligned with client priorities and service commitments.
• Monitor throughput, ticket aging, and operational KPIs.
• Ensure no client issues or requests are overlooked or delayed.
• Drive adherence to service level agreements and operational commitments.
• Establish reporting and dashboards to monitor key performance metrics.
• Identify risks to service delivery and proactively implement corrective actions.
• Lead efforts to improve response times, resolution times, and overall service quality.
• Serve as the internal escalation leader for complex client issues and production incidents.
• Coordinate resolution efforts across Client Success, Product, Engineering, and Support teams.
• Facilitate prioritization discussions and ensure clear ownership of actions and outcomes.
• Drive timely communication and visibility for critical issues and escalations.
• Develop, document, and enforce operational processes, SOPs, and best practices.
• Identify bottlenecks and inefficiencies across workflows.
• Drive process improvements that increase scalability, quality, and efficiency.
• Establish operational standards that support consistent delivery across teams.
• Oversee release coordination and production deployment readiness.
• Ensure change management processes are followed and properly documented.
• Partner with Business Analysts on testing, validation, and deployment planning.
• Monitor release outcomes and drive continuous improvement of release practices.
• Collaborate with leadership on operational strategy and improvements.
• Support capacity planning, resource allocation, and workload forecasting.
• Contribute to operational roadmaps and maturity initiatives.
• Provide data-driven recommendations to improve client outcomes and operational performance.
• Participate in client meetings related to escalations, major initiatives, or complex operational issues.
• Provide operational expertise and technical clarity when needed.
• Partner with Client Success Managers to ensure successful client outcomes while maintaining clear role ownership.

Skills

Leadership

Stakeholder management

Data-driven decisions

Process optimization

SLA management

Cross-functional collaboration

Education

Bachelor's degree in Business, Information Systems, Technology, Operations Management

Tools

Jira

Job description

At VertexOne , helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities , or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Overview of Role/Job Purpose:

VertexOne is seeking a highly motivated and results-driven Operations Manager – Digital Platform to lead the execution engine that powers our Digital Engagement solutions.

This role is responsible for ensuring the successful delivery of client-related operational work, managing Business Analysts and Support resources, driving SLA performance, and coordinating cross-functional efforts across Client Success, Product, and Engineering teams.

The ideal candidate is a strong operational leader who excels at managing teams, optimizing processes, driving accountability, and ensuring issues are resolved efficiently and effectively. This individual will serve as the central coordinator for operational execution, helping scale our Digital platform while maintaining exceptional service quality and client outcomes.

• Lead, mentor, and develop a team of Business Analysts, SMEs, and Support Analysts.
• Establish clear performance expectations, goals, and accountability measures.
• Conduct performance reviews, coaching sessions, and career development planning.
• Oversee recruiting, onboarding, training, and workforce planning.
• Foster a culture of ownership, collaboration, and continuous improvement.

Operational Delivery & Execution

• Own operational delivery across the Digital platform.
• Manage work intake, ticket prioritization, and backlog health.
• Ensure work is distributed effectively and aligned with client priorities and service commitments.
• Monitor throughput, ticket aging, and operational KPIs.
• Ensure no client issues or requests are overlooked or delayed.

SLA & Service Performance Management

• Drive adherence to service level agreements and operational commitments.
• Establish reporting and dashboards to monitor key performance metrics.
• Identify risks to service delivery and proactively implement corrective actions.
• Lead efforts to improve response times, resolution times, and overall service quality.

Escalation Management & Cross-Functional Coordination

• Serve as the internal escalation leader for complex client issues and production incidents.
• Coordinate resolution efforts across Client Success, Product, Engineering, and Support teams.
• Facilitate prioritization discussions and ensure clear ownership of actions and outcomes.
• Drive timely communication and visibility for critical issues and escalations.

Process Governance & Operational Excellence

• Develop, document, and enforce operational processes, SOPs, and best practices.
• Identify bottlenecks and inefficiencies across workflows.
• Drive process improvements that increase scalability, quality, and efficiency.
• Establish operational standards that support consistent delivery across teams.

Release & Change Management

• Oversee release coordination and production deployment readiness.
• Ensure change management processes are followed and properly documented.
• Partner with Business Analysts on testing, validation, and deployment planning.
• Monitor release outcomes and drive continuous improvement of release practices.

Strategic Leadership

• Collaborate with leadership teams on operational strategy and organizational improvements.
• Support capacity planning, resource allocation, and workload forecasting.
• Contribute to operational roadmaps and maturity initiatives.
• Provide data-driven recommendations to improve client outcomes and operational performance.

Client Engagement Support

• Participate in client meetings related to escalations, major initiatives, or complex operational issues.
• Provide operational expertise and technical clarity when needed.
• Partner with Client Success Managers to ensure successful client outcomes while maintaining clear role ownership.

Travel as required, within North America, to Client locations or VertexOne company events.

Available to work extended hours or weekends, if needed, for Client project work

Required Job Skills:

• Bachelor's degree in Business, Information Systems, Technology, Operations Management, or a related field preferred.
• 5+ years of experience working in an Operations Manager role, in SaaS operations, client operations, service delivery, or technical support environments.
• 3+ years of people leadership experience managing operational, support, or analyst teams.
• Experience managing ticketing systems, backlogs, and operational workflows (Jira preferred).
• Experience collaborating with Product, Engineering, and Client Success organizations.
• Strong understanding of SLA management, incident management, and service delivery best practices.

Preferred

• Experience supporting Digital Engagement, customer communication, or utility technology platforms.
• Experience implementing operational KPIs and performance dashboards.
• Familiarity with change management and release management processes.
• Experience leading process improvement initiatives and operational transformation programs.

Personal Attributes:

• Strong leadership and accountability mindset
• Excellent organizational and prioritization skills
• Ability to balance strategic thinking with operational execution
• Exceptional problem-solving and decision-making abilities
• Strong communication and stakeholder management skills
• Data-driven approach to performance management
• Passion for continuous improvement and process optimization

What VertexOne has to offer:

• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net .

Equal Opportunity Employer:

VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.