Director of Operations

Aspire Software is hiring a Director of Operations for our Car Rental portfolio to join our growing team in North America!

This position provides critical operational management to a portfolio of companies within a growing software vertical. Working closely with our Car Rental management team, you will drive the operational functions of the portfolio (Professional Services, Customer Success, Customer Onboarding, and IT) in order to increase business efficiency, streamline processes by introducing and optimizing automation and finally manage the day-to-day business operations. 

We currently provide software solutions to 1000+ clients across three product lines. This role requires the ability to see the big picture, allowing for the implementation of global projects while also being hands-on with team leaders, staff, and key accounts.

Here is a little window into our company: Valsoft acquires and develops vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries or niche. A key tenet of Valsoft's philosophy is to invest in well-established businesses and foster an entrepreneurial environment that molds companies into leaders in their respective industries. Valsoft looks to buy, hold and create value through long-term partnerships with existing management. Valsoft has grown to 120+ companies with 3,000+ employees in 20+ countries. In 2023, Great Place to Work® named Valsoft one of the best workplaces in the financial services industry. Aspire Software, an operating group of Valsoft, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire Software delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

Our motto is 'Be Humble, Stay Hungry!'

The successful candidate will be based anywhere in the US, working in a remote work model!

Director of Operations Role

The Director of Operations is responsible for ensuring operational efficiency across Professional Services, Support, Account Management, and Customer Success. This role drives profitability, maintains high service levels, and ensures strong customer retention. The Director collaborates with department heads, optimizes processes, and aligns operations with strategic business goals. 

What your day will look like:

Professional Services Profitability:

• Oversee service delivery, ensuring projects are completed on time and within budget

• Optimize resource allocation to maximize billable utilization

• Standardize processes to improve efficiency and margin growth

• Track and reduce cost overruns while maintaining service quality

• Collaborate with Sales and Finance to align service pricing with profitability targets

Support SLAs Being Met: 

• Ensure support teams consistently meet or exceed SLA commitments

• Implement and refine processes to improve response and resolution times

• Monitor support ticket trends and drive initiatives to reduce recurring issues 

• Establish quality control measures to enhance customer experience

• Utilise data to adjust staffing levels and improve efficiency

Account Management/Customer Success – Customer Retention: 

• Drive customer satisfaction and engagement to increase retention rates

• Oversee implementation of customer success strategies to enhance lifetime value

• Collaborate with Sales and Marketing to identify upsell and expansion opportunities 

• Monitor customer feedback and implement improvement initiatives

• Ensure proactive risk mitigation for at-risk accounts

Responsibilities:

Leadership and Strategic Oversight:

• Develop and execute operational strategies that align with company goals

• Lead cross-functional teams across Professional Services, Support, and Customer Success

• Drive a performance-focused culture with clear KPIs and accountability

• Mentor and develop team leaders, ensuring strong leadership across departments

• Foster collaboration between Sales, Finance, and Customer Success to enhance efficiency and growth

• Implement process improvements to scale operations and drive continuous improvement

Professional Services Profitability:

• Optimize resource allocation to maximize billable utilization

• Ensure project profitability by managing budgets, costs, and efficiency

• Standardize processes to improve service delivery and margins

• Track and reduce overruns while maintaining service quality

• Align pricing strategies with Sales and Finance for sustainable growth

Support SLAs Being Met:

• Ensure SLA compliance by monitoring response and resolution times

• Improve support efficiency through process optimization and automation

• Reduce ticket backlog by identifying and resolving recurring issues

• Maintain high customer satisfaction through quality assurance and feedback loops

• Adjust staffing levels based on ticket volume and support trends

Account Management, Customer Success – Customer Retention:

• Drive customer retention through proactive engagement and risk mitigation

• Enhance customer experience by implementing successful strategies

• Monitor customer health and take corrective actions on at-risk accounts 

• Collaborate with Sales and Marketing to drive upsells and expansion revenue 

• Use customer insights to improve products, services, and relationships

Key Performance Indicators (KPIs):

Professional Services Profitability:

• Billable Utilization Rate (%) – Above 30% for 3 PS HC shared across support. Measures efficiency of resource allocation

• Project Margin (%) – 50% Profit margin on PS projects. Tracks profitability per project 

Support SLAs Being Met:

• First Response Time Adherence (90%) – Ensures timely initial customer engagement

• Resolution Time Adherence (90%) – Tracks how quickly issues are fully resolved

Account Management/Customer Success – Customer Retention:

• Customer Retention Rate (less than 5%) – Measures overall success in keeping customers

• Net Revenue Growth (10%) – Tracks revenue growth from existing customers

• NPS 

About You:

• Car Rental experience would be highly advantageous
• 5+ years of experience in a similar role is required, preferably in the SaaS, Cloud, or Software industries
• A bachelor’s degree in business administration or a similar related discipline is highly advantageous
• Strong financial and operational acumen; ability to interpret and act on business metrics
• Hands-on attitude with a proven entrepreneurial spirit and pace-setter traits
• Must be proficient in the use of the Microsoft Office suite (Outlook calendar, email, Excel spreadsheets, graphs, PowerPoint presentations, Word) 
• Excellent verbal, written communication and decision-making skills
• Excellent organizational skills and outstanding attention to detail
• Ability to thrive in a fast-paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
• A natural ability to lead performances in a department 
• Strong collaboration skills with external departments
• Experience with offshoring and virtual global organizations with distributed teams 
• Knowledge on tools: CRM (Salesforce or Microsoft Dynamics), ticketing tool (Team Support, etc.), phone systems (8x8, etc.) and O365 
• Automotive OEM experience or dealership relationships and connections is highly advantageous
• Fluent in English, both written and verbal, is essential
• Legally authorized to work in the US

For information about Aspire Software, please visit our website at www.aspiresoftware.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.