New search (now completed): EROAD VP of Operations - North America
EROAD modernizes road charging and tax compliance and health and safety compliance for road transport by replacing paper-based systems with easy-to-use electronic systems that also improve fleet management. The company is headquartered in Auckland, New Zealand. Its U.S. business is based in Portland, Oregon, serving customers with vehicles operating in every US mainland state, growing outward in concentration from the Pacific Northwest. In 2009 EROAD introduced the world’s first nationwide electronic road user charging (eRUC) system in New Zealand. Currently half of all heavy transport RUC is collected electronically, representing a rapid transition to e-commerce on a voluntary, industry-led basis, due to the cost-savings and benefits to customers. EROAD is also a leading provider of health and safety compliance services, including vehicle management and driver behavior/performance measures.
Publicly traded on the New Zealand Stock Exchange (NZX:ERD), EROAD is growing rapidly, achieving record revenue and expects North America to be their largest market shortly. As the ELD (electronic logging device) deadline occurs and with EROAD benefiting from the preceding investment in sales, growth in North American sales were at their highest levels since EROAD entered the market in 2014. 3,634 units were added in the last six months, more than double the total number added in the last full financial year to March 2017 (1,601). EROAD is swiftly expanding its reach beyond the Northwest states where the company had been concentrating, with 20% (2000 units) out of total units in the U.S. now coming from outside the Northwest - from Florida to Illinois. With customer retention at 98%, future contracted income at record levels and a broader products/services offering, EROAD is well positioned for future growth and success.
Position: Vice President of Operations - North America
This executive will lead all customer-facing operational activity for EROAD North America. Direct reports include Managers in Customer Success, Customer/Product Support and Supply Chain with a total current team of 11 that is expected to grow significantly. Functions include onboarding, installation support (80% self-install), training, customer success, customer retention, and supply chain. He/She will drive all operational aspects of quote to cash with a relentless focus on easy, seamless customer onboarding and long term customer success. This executive will design and implement processes that scale efficiently, reduce variation, and result in continuous improvement in NPS, client retention, productivity and associate engagement, on time delivery, and product effectiveness. This VP will drive team member development and performance through the direct management of the service teams and service managers, supply chain and implementation/installations team, engaging in the direct support, guidance, and development of assigned direct reports.
This VP Operations will proactively develop and leverage analytics, client feedback and associate input to create a superior experience for internal stakeholders, clients and partners and continuously review the quality and productivity results by individual, team and market segments. The role includes reviewing performance on a daily basis, coaching/mentoring where improvement is needed and providing recognition as appropriate. The success of this position is measured by the quality of delivery, client retention, productivity and associate advancement/retention results for the direct reporting teams.
This VP will partner with the EROAD, Inc. North America President to create, define and communicate goals, establish and manage budgets, formulate incentive initiatives and implement new procedures designed to enhance customer satisfaction and retention. There will be matrix reporting to the COO (in New Zealand) for customer success and operational processes including fulfillment. Ownership of the holistic customer success includes customer retention and health through a proactive engagement model coupled with dashboard reporting and early warning system as well as customer engagement through QBR, surveys, advisory board, training and webinars.
This executive will report directly to the President of North America and will have significant interaction with the global CEO and COO in New Zealand and, as such, contribute broadly to the success of EROAD.
The qualified candidate will have the following:
Verifiable success as an Operations leader (VP/Director) leading customer service/success/onboarding functions in an industrial B2B SaaS company.
Proven track record of improving NPS, client retention, productivity, on-time delivery, etc.
Possess strong leadership, exceptional communications skills and the ability to inspire others to achieve success.
Leadership skills that inspire followership and that result in an esprit de corps throughout the operations team and across all business units and functions.
Strong ability to hire, assess and develop talent.
Consensus-building abilities with a proven track record of coordinating and mobilizing resources productively.
Advanced ERP system knowledge (Microsoft Dynamics) and CRM system knowledge (Salesforce.com or equivalent).
EROAD will offer the selected candidate a very competitive base salary, strong bonus program, and a significant long term incentive (equity) position in an exceptionally well-positioned, growing public company.
EROAD North America is located in Tualatin, Oregon – a suburb of Portland. Portland offers a very beautiful and high quality of life, moderate cost of living area with the Pacific Ocean and the mountains a short 90-minute drive away.
To learn more about EROAD, please visit www.eroad.com