Global Software Operations Director

Company Description

We’re Xplor. There’s a good chance you’ve not heard of us yet – we’re just getting going.  We’ve also just rebranded ourselves and are emerging as Xplorers.   

Xplor is a global provider of business management software, payments and value-added services that power boutique studios, gyms, fitness facilities, childcare centers and independent personal trainers across the globe. Our ambition is to empower passionate people and deliver a compelling integrated proposition to enable clients to spend more time growing their business.  After our recent acquisition by Advent International, and subsequent merger with Clearent, we’re excited to deliver on our value creation program to achieve our bold growth ambition.  And we’re getting ready to go big, and even more global. 

Xplor has brought together 20 different software and payment processing brands to create Fitness and Wellbeing vertical business.   There’s more than 1000 of us in the global Xplor Fitness and Wellbeing team and we’re passionate about enabling gym and studio owners, leisure centers, and personal trainers to deliver better business outcomes for themselves and their customers.  We’re market leaders in solutions that assist fitness studios, personal trainers, gyms and recreation facilities manage their businesses and engage with their customers more effectively.

Job Description

Xplor is seeking a Global Software Operations Director to focus on level 2 and 3 technical support for our customers across the globe and in each of our everyday life verticals. You’ll be responsible for the transformation of our software support teams to optimize the service we offer our customers and create efficiencies in our strategic locations . This is a new role, created as part of a new centralized shared services operation. Essential to the role is experience in leading large operational functions, preferably in a technology environment. The ideal candidate would have experience in continuous improvement and functional transformation, as well an ability to partner with technology partners to embed best practices for wide ranging triage and remediation across multiple platforms. The role will have three areas of focus: (1) Build a global team with a strategic footprint for software support  (2) Embed standardized processes which optimize efficiency and quality (3) Build partnerships with technology leaders to streamline remediation efforts and strengthen the resilience of our platforms.

Location

• The role is global and location is flexible, though ease of access to one of our offices would be preferrable. Xplor practices flexible working policies.
• Travel will at times be required to geographies relevant to the team footprint

Responsibilities

Build a global team with a strategic footprint for software support 

• Recalibrate the existing software support teams making best use of strategic locations and offshoring opportunities
• Build a talent pool which is capable of working across products and services

Embed standardized processes which optimize efficiency and quality

• Standardise the disparate processes that exist across the various software teams
• Develop KPI’s which set Xplor apart from its competitors, ensuring we’re available for our customers when and where they need us
• Deliver efficiencies in line with business expectations

Build partnerships with technology leaders to streamline remediation efforts and strengthen the resilience of our platforms

• Through operational oversight make recommendations to technology teams for platform improvements based on software performance and bug patterns
• Develop incident management processes to proactively alert customers of outages and remediations and accelerate a return to normal service
• Set standards and SLA’s for remediation relative to both customer value and severity of impact

Qualifications

Key Requirements

• Must have experience in leading and influencing operations agenda with stakeholders at SVP/Exec level and to be able to operate across verticals/divisions
• Excellent communication skills, both written and oral.  An ability to create compelling documentation which leads to clear and unambiguous decision making
• Proficient in relevant technologies and software engineering practices
• Experience of leading and engaging teams across geographies
• Proficient in MS Office as well as other planning and change management tools and frameworks
• Results oriented – able to stress test and push forward the program of work across value, people and process elements
• Team player – able to coordinate resources and manage interdepen