Director, Business Operations

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.


Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.


VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.


About the Role

The Director of Business Operations owns the analytics and reporting backbone for our deployment organization, spanning deployment, migrations, Tier 2 support, and training. This leader connects operational and financial data from our project, customer, time, and revenue systems into a single, trusted view of how the teams are performing: whether projects are on track, how profitable the work is, how quickly customers reach value, and where leadership needs to act. The role turns scattered data into decisions and gives the operating leadership team the visibility it needs to run the business with discipline.
Essential Job Duties:

Performance Analytics and Reporting
• Design, build, and maintain the executive and operational dashboards that show how the organization is performing across every product line and stage of delivery.
• Build and maintain the data connections and reporting cadences that pull from our project, customer, time, and revenue systems, and translate raw data into a single, trusted view rather than charts that still need interpreting.
Metrics and Key Performance Indicators
• Define and baseline the cross-cutting measures that matter most to the business: on time delivery rate, project margin and services profitability, Time to Value, utilization, and the percentage of projects on track.
• Build project health reporting that flags red, yellow, and green status early, and stand up profitability reporting that connects forecast, booked revenue, and delivered effort so leadership can see margin by product line and by engagement.
Define, baseline, and track the operational metrics that matter for each function:
Function What We Measure
Deployment On time delivery rate, implementation cycle time, go-live success rate
Migrations Data migration accuracy, milestone adherence, cutover success, rollback rate
Tier 2 Support Resolution time, case backlog and aging, escalation rate, reopen rate
Training Completion rate, time to enablement, training satisfaction, post-training adoption


Tooling, Automation, and Partnership
• Replace manual data pulls and spreadsheet stitching with automated reporting, and pilot automation that improves its accuracy and timeliness.
• Serve as the operational intelligence partner across all functions, partnering with the technical teams on system connections and with Finance to align metrics and profitability reporting, while maintaining data quality, access, and governance across source systems.
• Partner with delivery, support, and training leads to build and track improvement plans grounded in data, and help leadership separate the work that needs attention from the work that is on track.
Job Requirements/Qualifications:
Required Experience
• Ten or more years in analytics, business intelligence, or operations management, with a track record of building reporting that leadership actually uses.
• Proven experience building and scaling dashboards and reporting infrastructure in a software or technology company, ideally one with a significant services or deployment function.
• Hands on experience with project and work tracking tools such as Jira and Smartsheet, both as a user and as a data source, and a strong understanding of how services deli