Vice President, Professional Services

Optoro   •  

Washington, DC

Industry: Enterprise Technology


8 - 10 years

Posted 57 days ago

This job is no longer available.

As the leader of the newly-created Professional Services organization, this role will establish credibility internally and externally with their software implementation, retail supply chain, technology and consulting knowledge to serve some of the largest retailers and brands. The VP will be accountable for ensuring the team successfully scopes, configures and delivers technical solutions that solve some of the most complex and challenging returns management and reverse logistics issues for our clients.


Deliver Extraordinary Results for Software Implementations

  • Drive the vision and structure for the team, including improved implementation methodologies, toolkits and processes for scalability
  • Drive positive contribution margin on implementations, ensuring delivery costs are covered by implementation fees (revenue)
  • Work with our Pre-sales and Product Management teams to ensure projects are properly scoped and can be delivered successfully to the client
  • Ensure the team performs successful detailed design scoping sessions with clients, facilitating workshops and defining of functional requirements with technical teams
  • Drive the team to complete comprehensive configurations and data integrations
  • Ensure on-time go-lives and drive implementations to full completion during stabilization
  • Collaborate with client and internal stakeholders to set business goals, identify appropriate resources, track and report on progress and develop schedules
  • Assess risks, anticipate bottlenecks, provide critical issue management, balance trade-offs and encourage risk-taking to maximize business value
  • Support the training team for on-site implementations in clients' warehouses and stores including setup, monitoring and troubleshooting during installation period
  • Communicate and interact with many client partners, establishing credibility and developing "trusted advisor" status
  • Simultaneously manage work streams across multiple client-facing projects at the same time
  • Seamlessly coordinate and mobilize resources from internal cross-functional groups
  • Develop, maintain and continuously improve client-facing implementation templates, processes and project plans
  • Establish best practices for managing the client (at all org levels) during the implementation, including the management of expectations, progress and scope creep.

Collaborate with Product, Tech, Solutions and Client Success

  • Articulate, contextualize and champion client requirements that necessitate software enhancements to internal Product Management and Technology teams
  • Identify trends and explain unmet requirements common across different clients to help Product Management improve existing Optoro solution with maximum impact
  • Ensure successful hand-off with Solutions on high-level scoping and business cases upon contract closure
  • Partner with Client Success to resolve client issues, communicate with client team members and ensure client satisfaction with the implementation itself
  • Ensure successful hand-off with Client Success on completion of the implementation


  • Bachelor's degree from a 4-year college (or equivalent) is required. A degree in Business Administration, Economics, Supply Chain, Engineering, or Computer Science is preferred
  • 8+ years working with clients in a software implementation and/or consulting capacity is necessary with deep experience in project and change management, retail preferred
  • Willingness to travel for extended periods to client locations, up to 50% of time
  • Exceptional communication and presentation skills; strong listening skills; demonstrated ability to ask effective questions
  • Exemplary critical-thinking skills, attention to detail and ability to perform tasks with a high degree of accuracy
  • Ability to turn difficult situations into pragmatic solutions while maintaining client satisfaction
  • Ability to handle multiple tasks and drive quality results across multiple implementations, workstreams, clients and team members
  • Thrive in a dynamic, fluid team environment and able to deal with ambiguity
  • Energetic, highly-dependable individual with solid organizational and collaborative skills
  • Proficient in Microsoft Office with strong skills in Excel, PowerPoint, Project, Word and Visio

Working Conditions