Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.
Bullhorn fosters a dynamic and supportive environment where hard work and great results are rewarded and celebrated. We value openness and continuous improvement, encouraging team members to acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a positive and empowering workplace for everyone.
About the Role
Bullhorn is at a critical stage in the evolution of the company’s customer delivery model. The business faces increasing complexity – providing multi-product offerings, business-critical solutions, customers of all sizes across verticals – and Bullhorn must deliver efficient, scalable, and high-personalized customer experiences.
Bullhorn is therefore seeking a dynamic and experienced VP of Customer Operations to deliver on their customer experience across Customer Support, Customer Success, as well as Learning & Education. Reporting directly to the SVP of Customer Success and Global Support, the VP of Customer Operations will play a pivotal role in driving the post-sales function and customer experience at Bullhorn.
The Bullhorn team is looking for a Customer Operations leader who will serve as a thought partner & advisor to the business across the post-sales teams. This individual should be someone who can effectively implement technologies and programs that are impactful, can leverage data from customer moments to provide insights to the business, and can enable customer-facing teams to deliver on critical customer commitments.
As the VP of Customer Operations, you will be responsible for:
VP of Customer Operations Competencies & Skills:
The VP of Customer Operations will have a deep track record of working with internal CX stakeholders to drive CX process improvement.
Experience at a Growth Oriented Software Company
Proven VP or Sr. Director of Customer Operations with experience in high-growth B2B, SaaS-focused software environments at scale (>$300M ARR)
Ideally has had M&A experience, particularly M&A integrations experience
Proven, Capable and Cross-Functional Post-Sales Leader
Has experience with complex, multi-product Enterprise software solutions
Has experience collaborating with internal stakeholders and specifically, managing technical support, customer success, and digital CX operations
Has a partnership / service-orientation, with the goal of working towards common CX objectives
Driven, confident leader with a strong sense of urgency and comfort with ‘failing fast’
Comfortable with Technology & Data-Driven Approaches
Excellent data, modeling, reporting, and BI skills
Experience implementing AI/Automation technologies & other digital strategies
Ability to effectively leverage technology to drive scalability & CX
Strong Collaborator, with a Culture-Building Mindset
Executive presence and ability to serve as an advisor to the business; understands day-to-day realities of each function and is a trusted business partner
Experience building strategic, collaborative & cross-functional relationships to solve problems
Experience building a culture of ownership, performance management, and customer-focused mindset
Location: Candidates can be based anywhere in the United States with moderate travel.
What we offer...
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.
