[Hiring] Operations/Project Manager @Valsoft Corporation

Role Description

This is a maternity cover role offered on a 12-month fixed-term contract. We are looking for an experienced Operations Manager / Project Manager stepping into a busy, cross-functional role that combines day-to-day operational management, escalation handling, people leadership, and active project delivery. This role sits at the centre of the business, working closely with leadership and managing a small team, while also driving forward several time-boxed strategic projects (system migrations and implementations) currently in progress. The ideal candidate is highly organized, comfortable managing competing priorities, confident communicating with senior stakeholders, and capable of quickly picking up context on live projects without significant ramp-up time.

Key Responsibilities

• Daily / Ongoing
  • Manage and resolve customer support / escalation issues
  • Handle ad-hoc operational requests and escalations
  • Line-manage a small team— including 1:1s, unblocking issues, and approvals
  • Monitor and maintain oversight of key business KPIs
• Weekly
  • Lead/participate in the weekly management meeting with leadership, including weekly reporting
  • Prepare and distribute the Friday weekly executive report
• Monthly
  • Conduct AR Aging Review
  • Produce churn reporting
  • Conduct VBS review
• Active Projects (currently a significant portion of workload)
  • Oversee RW+ implementation and migration
  • Manage the RW Legacy sunset process
  • Oversee HubSpot implementation across: Salesforce (SF), TeamSupport, Intercom, RW+
  • Manage ValBill project
• Periodic / As-Needed
  • Support webinars and marketing email initiatives
  • Produce ad-hoc KPI reporting
  • Support ValPay Capital initiatives

Qualifications

• Proven experience in an operations management and/or project management role, ideally within a fast-paced, tech-enabled or SaaS business
• Experience managing direct reports, including running 1:1s and unblocking day-to-day issues
• Strong track record of managing multiple concurrent projects, including system implementations/migrations (e.g., CRM, billing, support tooling)
• Comfortable owning executive-level reporting and presenting to leadership
• Experience handling customer escalations and cross-functional ad-hoc requests
• Familiarity with tools such as HubSpot, Salesforce, Intercom (or equivalent CRM/support platforms) is a strong plus
• Strong financial acumen and advanced Excel skills are essential
• Excellent communication, prioritization, and stakeholder management skills
• Able to work independently and hit the ground running with minimal handover time

Requirements

• Building and maintaining reports involving pivot tables, lookups (VLOOKUP/XLOOKUP/INDEX-MATCH), and formula-driven models
• Reconciling and analyzing financial data (aging balances, revenue/churn figures) with a high level of accuracy
• Translating raw data into clear, exec-ready summaries and dashboards

Handover & Onboarding

Given the breadth of live projects and standing responsibilities, a structured handover period with the current role holder is strongly recommended prior to leave commencing, covering:

• Introductions to direct reports and key stakeholders
• Walkthrough of active projects and current status (RW+, HubSpot implementation, ValBill, RW Legacy sunset)
• Access to reporting templates (weekly exec report, KPI dashboards, AR aging, churn reports)
• Overview of escalation processes and key accounts