TITLE:
COO, Workforce Analytics Software (WAS)

LOCATION:
NY or GA

CLIENT:
Client is a leading provider of software solutions and services for enterprise workforce optimization and security intelligence. Their solutions help organizations make timely, effective decisions for improving enterprise performance and making the world a safer place.

DESCRIPTION:
Reports To:  President

Responsibilities of Position

This key senior executive will develop, direct and execute both strategic direction and tactical processes to support our customer centric vision while defining and articulating priorities and driving the organization to achieve them.

Provide strong leadership throughout the entire Customer Support function to approximately 300 employees in Implementation, Professional Services, Application Consulting, Education Services and Support. Contribute to all aspects of product, sales and technology strategy formulation and execution.

Build and strengthen relationships with customers, expand existing and establish necessary strategic relationships. Interface with senior executives in customer organizations to effectively represent the Company and its capabilities.

Drive identification and implementation of technology process improvements across the WAS Global Business Line. Enhance the effectiveness and organization of the team, ensuring that effective knowledge transfer, tools, methodologies and programs are in place. Direct and manage IT and back office initiatives.

Identify, recruit, develop and retain strong performers and hold subordinates accountable for the same standards in talent management.

Identify appropriate changes in the organization, business operations and management practices while sustaining the company’s over-all unique culture.

Play a strong and active role in leading the WAS senior global management team to execute business objectives.

Participate as a member of the Company’s Executive Management team.
Direct and participate in the planning process for future development and growth of the business, periodically present such plans for general review and approval by the President and CEO.

Participate in M&A activities.

Skills and Experience:

• At least 10 years of demonstrated success in a senior management role directing customer operations within companies offering high dollar value, complex software solutions.
• Has successfully led a significant ($350m) software based customer operations organization and is highly strategic with a track record of business growth.
• Strong leadership skills with the ability to attract, lead and develop talent.    
• Keen business acumen with an affinity for directing process reengineering.
• Strategic thinker with the demonstrated ability to provide a vision and rally a large organization in support.
• Prior experience working in a global company, keen business acumen and executive level interfacing both internally and with customers and partners.
• Strong communication skills and executive presence. 
• Strong personal integrity and professional values aligned with company’s.
• Experience with contact center and back office technology solutions is preferred.
• Business undergraduate degree, with an MBA preferred

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