What are the responsibilities and job description for the Operations Manager - North America position at Phorest?
Hiring Location
This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:
- USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
- Canada: Ontario, Quebec
About Phorest
Phorest powers 11,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.
We are growing and would like to add a new member to our team. You will join a group of highly motivated individuals, to help us grow Phorest faster.
The Opportunity
We are seeking a dynamic Operations Manager to drive the scaling of our Customer Success operations across the North American region. This pivotal role will oversee our Onboarding, Data Migrations, and Feature Activation teams, ensuring seamless execution and alignment with our growth objectives. The successful candidate will focus on achieving key metrics and continuously enhancing the customer journey for our North American clients.
You will own and be accountable for critical operational metrics while working cross-functionally with our Sales and Customer Success teams. You will ensure smooth client transitions across all journey stages, manage escalations effectively, and serve as a key liaison with our Product and Development teams to prioritize client feedback and feature requests. A growth mindset and a commitment to making Phorest the Premium software provider in North America are essential.
What You'll Do
Design and deliver a best-in-class onboarding experience, managing escalations and continuously improving processes based on client feedback and success metrics (NPS/CES).
Lead and develop a high-performing team focusing on training, coaching, and career development while setting a motivating vision and fostering a positive team culture.
Own key operational metrics including go-live targets and cancellation rates, driving excellence through data-driven insights and proactive performance communication to leadership.
Maintain a deep understanding of Phorest's products and the salon and med spa industries, effectively bridging the gap between client needs and company offerings.
Who You Are
6 years of work experience . You bring at least 3 years of management experience, with a proven track record of leading multiple teams.
You have a demonstrated ability to lead, inspire, and coach teams to achieve and exceed their targets.
Solutions-oriented, you excel at thinking on your feet and collaborating with your team to overcome challenges.
You possess excellent communication skills, with a proven ability to work effectively across departments and influence cross-functional stakeholders.
Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.
