VP of Operations

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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The VP of Operations will lead our Appliance vertical, including EPASS, Rossware, and future Appliance acquisitions:

EPASS is a comprehensive enterprise platform that streamlines sales, service, inventory, and financial operations for appliance, furniture, and electronics retailers. It centralizes business processes into one integrated system, helping retailers improve efficiency, customer service, and profitability. Rossware is an all‑in‑one service management platform built specifically for appliance repair and other field‑service companies, designed to streamline scheduling, dispatching, job management, inventory, technician workflows, and customer communication. It was created by an appliance repair business owner, giving it unusually deep alignment with real‑world service‑industry needs.

We’re currently seeking a VP of Operations to join us at Fullsteam, leading multiple Appliance Business Units. In this role you will play a pivotal role in shaping the direction and success of our product offerings. This individual is responsible for overseeing all aspects of the Business Units’ operations, ensuring revenue growth, top-notch customer satisfaction, and leading multidisciplinary teams including product development and engineering. The VP of Operations works closely with various Business Unit and shared services teams such as Sales, Finance, Pricing and Payments to foster growth and achieve operational and financial objectives.

We are looking for a customer-centric leader to lead the growth of these Business Units; someone who is deeply committed to understanding and exceeding customer expectations while driving operational excellence and innovation.

Primary Responsibilities:

• Develop and execute strategic plans to drive the growth and profitability of the Business Units.
• Establish short-term and long-term goals for the Business Units in alignment with overall company objectives.
• Identify and evaluate new business opportunities, partnerships, and markets.
• Oversee day-to-day operations, ensuring efficiency and high performance across all functions across multiple Business Units.
• Develop and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement across the portfolio.
• Implement best practices and process improvements to enhance operational efficiency and effectiveness across all Business Units.
• Champion a customer-centric culture within the Business Units, ensuring that customer needs and expectations are at the forefront of decision-making.
• Lead efforts to enhance customer service, ensuring that customer needs and expectations are consistently met or exceeded across the portfolio.
• Guide the development and enhancement of products across multiple Business Units, working closely with engineering teams to innovate and improve offerings.
• Manage the Business Units’ financial performance, including budgeting, forecasting, and P&L responsibilities.
• Partner with cross-functional teams such as Sales, Finance, and Platform & Payments to align strategies and drive overall business objectives.
• Develop and implement strategies to achieve revenue and profitability targets across the portfolio of Business Units.
• Build and lead high-performing teams across multiple Business Units, fostering a culture of excellence and continuous improvement.
• Foster a collaborative and inclusive team culture that encourages continuous improvement and professional growth across all Business Units.
• Set performance goals and regularly evaluate teams’ progress, providing feedback and guidance to ensure high standards are met across the portfolio.
• Drive and foster a positive organizational culture by exemplifying and promoting our core values and behaviors, ensuring alignment with company standards and nurturing an environment of collaboration, continuous improvement, and performance.
• Represent the Business Units in executive meetings and contribute to company-wide initiatives and projects.
• Ensure compliance with all relevant laws, regulations, and industry standards across all Business Units.
• Identify and mitigate risks associated with the Business Units’ operations, products, and services.
• Implement and maintain robust internal controls and governance processes across the portfolio.

Skills & Competencies:

• Possess a unique blend of strategic insight, operational expertise, and leadership capabilities, with the ability to oversee multiple Business Units simultaneously.
• Strong ability to develop and execute comprehensive business strategies across a multi-unit portfolio, utilizing critical thinking and data-driven decision-making.
• Demonstrate a deep understanding of operational processes, resource management, and the implementation of best practices to achieve operational efficiency and high performance across multiple teams and Business Units.
• Demonstrated ability to develop, implement, and manage comprehensive budgets across multiple P&Ls.
• Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines across a portfolio environment.
• Excellent written and verbal communication skills with the ability to communicate and collaborate with leadership, cross functional teams, and external sources.
• Capable of bringing together diverse individuals across multiple Business Units, fostering a positive team environment, and promoting collaboration and teamwork.
• Dedicated to the growth and development of team members, providing constructive feedback, mentoring, and opportunities for learning and advancement.
• Ability to thrive in a fast-paced, dynamic environment, demonstrating resilience, flexibility, and the capacity to manage and overcome challenges while adapting to changing business needs and priorities.

Minimum Qualifications:

• Bachelor’s degree in Business, Engineering, or a related field; MBA or advanced degree preferred.
• 8+ years of relevant experience within a technology or software company.
• 3+ years of experience managing multiple P&Ls or overseeing a portfolio of business units within a software company.
• Proven experience in a senior leadership role leading teams across multiple functions or business units.
• Leadership experience in appliance or service platforms preferred.

Salary Range: $90k-$165k

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.