Description
About the Role
We are hiring a high-impact Director of Operations to lead our Professional Services and Customer Support functions within a single B2B software company. You will be accountable for full departmental P&L ownership, key operating metrics, and the strategic direction and execution of both teams. You will work closely with the President in executing plans for customer satisfaction, growth and key projects.
This role is ideal for a hands-on operator with strong financial discipline, a systems-thinking mindset, and a passion for leveraging AI and automation to drive efficiency and innovation. You will serve as a key driver of pricing and packaging models across both support and services — advancing our offerings to improve customer outcomes while fueling revenue growth and profitability.
Responsibilities
Financial & Strategic Ownership
- Own the full P&Ls for Professional Services and Customer Support, including revenue generation, cost control, and margin optimization.
- Define and manage operating metrics, such as PS utilization, backlog, project margin, CSAT/NPS, resolution times, and ticket deflection.
- Drive pricing and packaging strategies across both PS and Support functions to expand attach rates, drive renewals, and capture additional value.
- Lead strategic planning and execution of departmental OKRs aligned with company growth and profitability goals.
Professional Services (PS)
- Lead the end-to-end delivery of onboarding, implementation, training, and integration engagements.
- Own and evolve the Professional Services catalog, ensuring it reflects customer needs, market trends, and profitability targets.
- Take accountability for pricing, discounting strategy, and packaging of PS offerings, working closely with Finance and Sales.
- Improve project management and delivery processes to reduce time-to-value and increase margins.
Customer Support (CS)
- Lead a customer-focused, SLA-driven support organization that balances responsiveness, efficiency, and cost.
- Optimize the support model (tiering, tooling, staffing) to meet the needs of a growing and diverse customer base.
- Advance support packaging and monetization models (e.g., premium support tiers, implementation success plans) to drive recurring revenue.
AI & Automation Leadership
- Champion the adoption of AI tools, automation, and self-service platforms to increase scalability and operational efficiency.
- Implement and continuously improve AI-powered support agents and customer-facing workflows to reduce reliance on human intervention.
- Embed AI capabilities into the service catalog and internal processes, unlocking new revenue and efficiency opportunities.
- Provide training and tooling that enables teams to effectively collaborate with AI in daily operations.
People & Performance
- Hire, develop, and retain top talent across PS and CS functions.
- Establish clear performance expectations and accountability systems across both teams.
- Promote a culture of ownership, continuous improvement, and customer-centric execution.
Requirements
Qualifications
- 8+ years of operational leadership in B2B software or SaaS businesses, with direct oversight of PS and/or CS teams. Demonstrated P&L ownership and experience driving revenue and profitability improvements.
- Strong expertise in pricing, packaging, and monetizing services and support.
- Experience building or evolving a Professional Services catalog, including commercial strategy and execution.
- Track record of successfully implementing AI tools and automation in service delivery or customer support environments.
- Implemented key strategic projects with demonstrated results.
- Strategic thinker with excellent financial, analytical, and leadership skills.
- Hands-on execution capability and a bias toward action.
Valsoft Operating Culture
- Valsoft acquires and operates vertical market software businesses for the long term. Our operators are: Owners, not managers — You lead with accountability and act like the business is yours.
- Decentralized and autonomous — You make decisions close to the problem and the customer.
- Focused on durable growth — You prioritize systems, people, and models that create long-term value. Lean and hands-on — You are deeply involved, pragmatic, and results-driven.
- Preferred Qualifications
- Familiarity with PSA tools (e.g., Mavenlink, NetSuite, Salesforce PSA) and support systems (e.g., Zendesk, Jira, Intercom).
- Experience leading services or support in a hybrid perpetual/SaaS business.
- Background in developing premium support offerings, services monetization, or customer success programs.
- Prior experience in investor-backed or acquisition-driven businesses.
Benefits
- Competitive base salary with performance-based profit-sharing bonus
- 401(k) matching up to 4%
- Healthcare, Dental and Life insurance
- Education reimbursement
- Unlimited PTO