Vice President, Managed Services

Why Work at Reputation?

Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.

Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration.

People who emphasize perseverance and hustle over quick wins and luck.

Our Mission : We exist to forge relationships between companies and communities.

As the Vice President of Managed Services you will be responsible for overseeing the strategic direction, operations and growth of our managed services offerings.

Your role will involve optimizing operations, ensuring client satisfaction, fostering a positive work culture and driving business growth initiatives.

This position requires strong leadership, business acumen and a strong understanding of business process operations (BPO).

Reputation's' Managed Services provides staff augmentation and outsourcing for online reputation management. These services are paired with our Product offering.

Responsibilities

Strategic Planning :

• Develop and execute strategies to achieve business objectives and capacity planning.
• Work with our Product and Product Marketing and Sales teams to Identify new market opportunities and areas for innovation.
• Collaborate with our field teams to identify opportunities for improvement and value-added services
• Implement innovative solutions to enhance service offerings and improve operational efficiency.
• Be the "feedback loop" to product identifying inefficiencies and areas for improvement including automations.

Operations Management :

• Oversee all aspects of Managed Services Operations, including service delivery, quality assurance and client satisfaction
• Develop and monitor key performance indicators (KPIs) and metrics to ensure performance targets are met or exceeded across all regions and industries
• Implement best practices and operational rigor to streamline processes and optimize performance across the global team

Client Relationship Management :

• Lead the team in building and maintaining strong client relationships, understanding their needs and expectations.
• Work collaboratively with internal teams (Sales and Customer Success) to ensure Managed Services is providing the appropriate and expected service to our customers.
• Act as the primary contact for our Field Teams and their customers addressing inquiries, resolving issues and ensuring high levels of satisfaction

Team Leadership :

• Provide leadership and direction to the Managed Services team, fostering a culture of excellence, global collaboration and accountability
• Recruit, train and develop talent to build a high performing team
• Set clear objectives that align with company goals and ensure team members are motivated and engaged

Operational Management :

• Develop and manage operational plans, capacity models and service launches
• Identify opportunities to add value for customers leading to overall customer retention and across Reputation product offerings
• Develop innovative methods to gain efficiency and increase customer value

Requirements

• Bachelor's degree in Business Administration, Management or related field (MBA preferred)
• 15+ years experience in a senior leadership role within the software related BPO industry, with a track record of delivering results
• Strong understanding of outsourcing and offshore operations, including experience working with teams in India
• Excellent leadership and management skills with the ability to inspire and motivate teams to achieve goals
• Exceptional collaboration, communication and interpersonal skills, with the ability to build relationships with clients, stakeholders and team members
• Strategic thinker with the ability to analyze market trends, identify opportunities and develop effective strategies
• Demonstrated ability to manage complex projects and initiatives, delivering them on time and within budget
• Strong problem solving skills and ability to make decisions in a fast paced global environment
• Willingness and ability to travel 30-60% of the time (Depending on location)

When you join Reputation, you can expect :

Flexible working arrangements.

Career growth with paid training tuition opportunities.

Active Employee Resource Groups (ERGs) to engage with.

An equitable work environment.

Our employees say it best :

According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton .

Our employees highlight our :

Ample Opportunities - "There are many opportunities to learn and grow. Many open roles are replaced with internal promotions."

Positive Culture - "Great opportunity and exceptional culture." "You will never have a better culture anywhere else. Period."

Training and Tools - "All managers truly want you to succeed, and you are given great tools and training to be successful in your role."

Balance - "Great work life balance and awesome team environment!"

Diversity Programs & Initiatives :

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in :

Diversity : Embracing a culture that values uniqueness.

Inclusion : Inviting diverse groups to take part in company life.

Belonging : Helping each individual feel accepted for who they are.

At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day.

Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as :

Flexible PTO

Paid company holidays

4 company provided, "Recharge Days", which are wellness days off for the entire company

Several active Employee Resource Groups (ERG's) to help foster inclusion and community

Employee Assistance Program

Access to a wide variety of unique perks and apps : Ginger, Calm, Headspace, Carrot Fertility, Aaptiv , Omada , One Medical , SoFi

Fetch Pet Insurance

401K

Health, dental and vision insurance

Paid maternity leave

Employer paid short term and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice .

Applicants only - No 3rd party agency candidates.