Operations Manager

Job not on LinkedIn

🕒 August 31

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

🏥 Healthcare

🏭 Manufacturing

Construction • Healthcare • Manufacturing

Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. The company has acquired over 160 unique and innovative companies, positioning itself as a trusted source for technology and product innovation. With a client base of over 40,000 customers worldwide, Jonas Software operates offices across multiple continents and employs over 3,500 skilled professionals. Its vision is to be a global leader in enterprise management software, recognized for quality and customer service.

📋 Description

• Lead BEC’s Support and Professional Services teams and own the client experience from request intake through resolution and from signed SOW through implementation • Establish Support-to-R&D operating rhythms for escalations, release readiness, defects, and at-risk clients • Implement support tiers, response and resolution targets, escalation checklists, and weekly performance reporting • Assess, select, configure, implement, and train teams on the go-forward support tracking or PSA platform • Audit and consolidate internal documentation and Online Help into an AI-agent-ready knowledge base • Build operational reporting for volume, backlog, ticket ageing, response and resolution times, defect clusters, and client/product trends • Create standardized project tracking across active Professional Services engagements • Redefine the SOW process from request capture and scoping through approval, delivery, Finance, and P&L reporting • Develop knowledge-transfer strategies, identify skill gaps, and create development plans • Act as Voice of the Customer and surface client priorities and risks to leadership • Develop retention strategy, identify at-risk accounts, close the loop on feedback, and drive proactive outreach • Manage, coach, and develop Support and Professional Services teams through 1:1s, ticket reviews, project reviews, and feedback • Serve as escalation point for complex or sensitive client situations and keep clients informed through outages, defects, and long-running issues • Drive practical AI adoption for client responses, ticket triage, thread summaries, knowledge-gap discovery, and documentation • Own a measurable operational improvement initiative each quarter • Collaborate with R&D, Cloud Ops, Sales, and Finance on shared client and commercial outcomes • Travel periodically to the Cincinnati office, client sites, and industry conferences

🎯 Requirements

• Post-secondary degree, or an equivalent combination of experience and education • 7+ years in customer-facing technical support, professional services, or service delivery • At least 3 years leading, supervising, or mentoring a team • Experience owning or operating a professional services or implementation function, including scoping, SOWs, project tracking, and resourcing • Hands-on experience with legal practice management, matter management, or document automation platforms • Track record of introducing and adopting service-function structure such as tiers, SLAs, escalation processes, project governance, knowledge management, or QA • Hands-on experience with a helpdesk, ticketing, or PSA platform, including reporting • Commercial literacy, including scoping, billing, incentive design, and reporting • Experience using generative AI tools such as Claude, ChatGPT, or Copilot • Ability to work in a data-driven, metrics-oriented environment and build metrics where needed • Excellent written and verbal communication skills, strong listening skills, and service orientation • Ability to work independently and remotely in a lean organization • Familiarity with Microsoft 365, including Outlook, Word, and SharePoint, and document management systems such as NetDocuments or iManage (preferred) • Experience selecting or implementing a support or PSA platform (preferred) • Experience designing or administering a services commission or incentive plan (preferred) • Experience deploying or tuning an AI support agent, chatbot, or automated deflection channel (preferred) • Experience owning a knowledge base or help centre (preferred) • Exposure to cloud operations or hosted application support environments (preferred)

🏖️ Benefits

• Remote work arrangement • Estimated 10–15% travel to the Cincinnati office, client sites, and industry conferences • Regular 1:1s, structured feedback, and professional development through team coaching • Opportunity to work with generative AI tools and drive AI adoption • 37.5 scheduled weekly hours • Regular employment status