Operations Manager

Dublin, Ireland

Operations Manager

As we continue to grow, we are seeking a highly skilled SaaS Operations Manager to oversee the operational aspects of our platform, ensuring excellence in service delivery and customer satisfaction. The successful candidate will lead a team of operations professionals, manage vendor relationships, and collaborate closely with other departments to optimise service delivery.

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation technology company and we are looking for effective, proactive, and fun people to be part of our exciting journey. Our Smart Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, staff morale and fighting fraud.

With 34 years’ experience, SoftCo ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology delivers our customers unrivalled levels of automation with the greatest savings. We operate from offices in the US, Finland, UK and Ireland. We have over a million users worldwide including PwC, Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government. We are certified with ISO27001, Microsoft Gold Partner, all types of SOC, and we are an AWS Advanced Technology Partner.

Operations Manager – Your role:

Our focus is on delivering high-performance, scalable software that meets the complex needs of our clients. As we continue to grow, we are seeking a highly skilled SaaS Operations Manager to oversee the operational aspects of our platform, ensuring excellence in service delivery and customer satisfaction.

We need a strong leader, who brings experience and knowledge of creating and sustaining operational processes, tools and people. The successful candidate will lead a team of operations professionals, manage vendor relationships, and collaborate closely with other departments to optimise service delivery.

Your responsibilities:

Operational Management:

Oversee the day-to-day operations of the SoftCo platform, ensuring high availability, performance, and optimisation
Develop and implement operational procedures, standards, and policies to ensure smooth and efficient operations
Monitor and manage system performance, addressing any issues proactively to minimize downtime and disruptions
Partner with Automation to identify opportunities where data and automation could improve manual processes or remove pain points
Own change management and compliance for the Operations Group

Customer Support & Success:

Work closely with the Customer Success team to ensure that post-implementation customer support is effective and responsive.
Ensure that customer issues are resolved promptly and that the overall customer experience is continuously improved.
Work closely with Delivery team to ensure successful customer onboarding is delivered within project timelines

Team Leadership & Stakeholder Management:

Lead, mentor, and develop a team of operations specialists, fostering a culture of continuous improvement and collaboration
Set clear performance goals, provide regular feedback, and conduct performance reviews for the operations team
Influence cross functional teams to deliver to business goals

Vendor & Partner Management:

Manage relationships with third-party vendors and service providers, ensuring they meet performance and service level agreements.

Reporting & Communication:

Along with our Customer Support Manager, provide regular reports on operational patterns, system uptime, and customer satisfaction to senior management.
Communicate effectively with internal stakeholders, including product development, customer success, support and sales teams, to align operational efforts with business goals.
Serve as the primary point of contact for escalations related to operational issues.
Be data-driven in all decisions and help to drive the culture of creating data and intelligence to enable better operations

Your profile:

Bachelor’s degree in a relevant field (e.g., Computer Information Systems, Operations Management) or equivalent experience.
People management experience
Minimum of 4 years relevant experience in an operational or service delivery role. Product owners with operational experience would also be considered
Understanding of continuous improvement methodologies would be advantageous, e.g. Lean Six Sigma
Understanding of database querying languages and/or monitoring systems a distinct advantage (SQL, Grafana, Prometheus, Splunk, Nagios, New Relic or similar)
ERP experience and knowledge of business processes in accounts payable would be beneficial
Proactive approach and determination to find solutions, and own delivery
Thrive in a scaling environment and adjust to constantly evolving priorities when needed

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym (Dublin), company paid health insurance, life assurance, pension, bonus package, long service incentive awards and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

Join SoftCo and be part of a talented team that is shaping the future of SaaS software. Apply now to embark on an exciting journey where your skills and expertise will make a meaningful impact.