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Head of Operations at Valsoft Corporation. About the Role . We are hiring a high-impact Director of Operations to lead our Professional Services and Customer Support functions within a single B2B software company. You will be accountable for full departmental P&L ownership, key operating metrics, and the strategic direction and execution of both teams. You will work closely with the President in executing plans for customer satisfaction, growth and key projects. . This role is ideal for a hands-on operator with strong financial discipline, a systems-thinking mindset, and a passion for leveraging AI and automation to drive efficiency and innovation. You will serve as a key driver of pricing and packaging models across both support and services — advancing our offerings to improve customer outcomes while fueling revenue growth and profitability. . Responsibilities . Financial & Strategic Ownership . . Own the full P&Ls for Professional Services and Customer Support, including revenue generation, cost control, and margin optimization. . . Define and manage operating metrics, such as PS utilization, backlog, project margin, CSAT/NPS, resolution times, and ticket deflection. . . Drive pricing and packaging strategies across both PS and Support functions to expand attach rates, drive renewals, and capture additional value. . . Lead strategic planning and execution of departmental OKRs aligned with company growth and profitability goals. . . Professional Services (PS) . . Lead the end-to-end delivery of onboarding, implementation, training, and integration engagements. . . Own and evolve the Professional Services catalog, ensuring it reflects customer needs, market trends, and profitability targets. . . Take accountability for pricing, discounting strategy, and packaging of PS offerings, working closely with Finance and Sales. . . Improve project management and delivery processes to reduce time-to-value and increase margins. . . Customer Support (CS) . . Lead a customer-focused, SLA-driven support organization that balances responsiveness, efficiency, and cost. . . Optimize the support model (tiering, tooling, staffing) to meet the needs of a growing and diverse customer base. . . Advance support packaging and monetization models (e.g., premium support tiers, implementation success plans) to drive recurring revenue. . . AI & Automation Leadership . . Champion the adoption of AI tools, automation, and self-service platforms to increase scalability and operational efficiency. . . Implement and continuously improve AI-powered support agents and customer-facing workflows to reduce reliance on human intervention. . . Embed AI capabilities into the service catalog and internal processes, unlocking new revenue and efficiency opportunities. . . Provide training and tooling that enables teams to effectively collaborate with AI in daily operations. . . People & Performance . . Hire, develop, and retain top talent across PS and CS functions. . . Establish clear performance expectations and accountability systems across both teams. . . Promote a culture of ownership, continuous improvement, and customer-centric execution. . . Qualifications . . 8+ years of operational leadership in B2B software or SaaS businesses, with direct oversight of PS and/or CS teams. Demonstrated P&L ownership and experience driving revenue and profitability improvements. . . Strong expertise in pricing, packaging, and monetizing services and support. . . Experience building or evolving a Professional Services catalog, including commercial strategy and execution. . . Track record of successfully implementing AI tools and automation in service delivery or customer support environments.. . Implemented key strategic projects with demonstrated results. . . Strategic thinker with excellent financial, analytical, and leadership skills. . . Hands-on execution capability and a bias toward action. . . Valsoft Operating Culture. . . Valsoft acquires and operates vertical market software businesses for the long term. Our operators are: Owners, not managers — You lead with accountability and act like the business is yours. . . Decentralized and autonomous — You make decisions close to the problem and the customer. . . Focused on durable growth — You prioritize systems, people, and models that create long-term value. Lean and hands-on — You are deeply involved, pragmatic, and results-driven. . . Preferred Qualifications . . Familiarity with PSA tools (e.g., Mavenlink, NetSuite, Salesforce PSA) and support systems (e.g., Zendesk, Jira, Intercom).. . Experience leading services or support in a hybrid perpetual/SaaS business. . . Background in developing premium support offerings, services monetization, or customer success programs. . . Prior experience in investor-backed or acquisition-driven businesses. . . Company Location: United States.