Worldwide Vice President of Operations – ROVI (US)
Rovi seeks a dynamic and experienced Operations leader to partner with members of the Sales and Operations Teams to develop and execute the operational strategies to support the growth of the business. This role reports to the SVP of WW Sales Administration and Business Operations. Responsible for managing an organization of 45 employees, this position is charged with the operations and support for the Data and Service Provider Sales verticals. This role is responsible for managing annual department base cost of $5M and capital expenditures of $2M. As a member of Rovi’s Sales and Operations Leadership Team, the successful candidate must be a strong functional leader who is also an outstanding team player and prefers to work collaboratively.
The role will directly oversee all daily operations including: deploying Rovi listing data to over 40 million STBs, distributing music, game and book data via FTP files or a Cloud-based service approach. The group also provides technical and operational support required to launch new Interactive Program Guide (IPG) software to Americas based national, regional and local Service Provider customers.
This position is charged with developing and enforcing all policies and procedures necessary to manage a comprehensive customer care activity including first line and technical escalation capabilities. The successful candidate will be someone who anticipates operational requirements for new product initiatives, drives both cost and improvement to service delivery synergies.
Desired Skills & Experience
Reports to: SVP of WW Sales Administration and Business Operations
Direct Reports: VP, Operations – Service Provider
Director, Operations – Data Products
Other Key Relationships:
Operations – SVP WW Sales Administration and Business Operations.
Service Provide and Portal Sales – SVP, VP and Managers.
Legal – VP & Assistant General Counsel, Commercial Legal Affairs, Sr. Dir., Commercial Legal Affairs.
Data Solutions Group – EVP, Data Solutions, VP, Engineering.
Professional Services – SVP, Dir. Sales Engineering, Sr. Dir. Technical Account Management.
Marketing – VP and key product marketing personnel.
Engineering – VP, Sr. Dir., Systems SW Engineering.
HR – Dir., Total Rewards and Systems, Sr. HR Business Partner.
Oversees Operations group by directing and coordinating activities in tactical alignment with established procedures and corporate objectives.
Develops and implements improvement initiatives to ensure best-in-class customer support and workflow optimization.
Develops and manages the department’s base cost expense and capital expenditure budget.
Interfaces with vertical sales leads, legal and customers to support, negotiate and ultimately comply with commercial contracts.
Charged with developing support and operations strategy and tactical implementation surrounding the launch of new products and 3YP process.
Responsible for the comprehensive management of the group’s human resources (annual reviews, compensation, hiring / firing decisions and resource strategy).
In coordination with Legal, negotiates all operational contacts with 3rd party vendors.
Senior manger representing the Support and Operations group with the customer (e.g. trade events, customer meetings and forums).
Establishes and develops deep working relationships with multiple Sales and Marketing / Functional groups senior management team.
Prepares and manages metrics dashboard of activities, sets goals and drives group to achievement.
CANDIDATE SPECIFICATION: KEY SELECTION CRITERIA
15 + years demonstrated experience in managing a large support / operations team in a diverse, technically complex environment.
Success in managing in a functional environment.
Ability to set tactical cadence and strategic direction of a divers support team.
Bottom line management ability to establish specific goals, assign responsibility and routinely measure results to drive best-in-class customer service.
Deep experience in managing all financial aspects of the role including significant base cost, capital expenditures and service revenues.
Experience in managing 3rd party vendors both internal to Rovi and external to the customers operating environment.
Cable industry experience strongly preferred.
Bachelor’s degree required; Master’s of Business Administration preferred.
For more details please apply.