Operations Manager

Job not on LinkedIn

🕒 September 4

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

👻 Ghost score 23%

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

💼 Consulting

🏥 Healthcare

Construction • Consulting • Healthcare

Jonas Software is a prominent acquirer of vertical market software companies, with a rich history of over 20 years. The company focuses on mission-critical software solutions across various industries, aiming to provide business tools and a network for growth. Jonas Software operates under a decentralized structure, allowing acquired companies to maintain their autonomy while tapping into Jonas's extensive experience and best practices. They adhere to a 'buy & hold forever' strategy, ensuring long-term stability and a permanent home for acquired businesses. With more than 130 successful acquisitions under its belt and being part of Constellation Software, Jonas Software emphasizes preserving the legacy and culture of the companies it acquires, fostering a culture of sharing and leveraging expertise in vertical market software.

📋 Description

• Lead BEC’s Support and Professional Services teams and own the client experience across both functions • Establish support-to-R&D operating rhythms covering 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 system • Consolidate internal documentation and Online Help into a trusted, AI-agent-ready knowledge source • Build operational reporting for ticket volume, backlog, ageing, response and resolution times, defects, and client/product trends • Create and roll out standardized project tracking for active Professional Services engagements • Redefine the SOW process from request capture and scoping through approval, delivery, Finance, and P&L reporting • Develop knowledge-transfer strategy, identify skill gaps, and create development plans • Act as Voice of the Customer and develop retention strategies and proactive outreach for at-risk accounts • Manage, coach, and develop Support and Professional Services teams • Serve as escalation point for complex or sensitive client situations and maintain client communication through outages and defects • Drive practical AI adoption across both teams and audit AI-assisted output for accuracy and tone • Own a quarterly operational improvement initiative with measurable outcomes • Collaborate with R&D, Cloud Ops, Sales, and Finance on shared client and commercial outcomes • Complete onboarding, operational audits, system implementation, knowledge-base consolidation, SLA improvements, retention planning, and AI adoption milestones within the first 6 and 12 months

🎯 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 gaining adoption of service-function structure, including tiers, SLAs, escalation processes, project governance, knowledge management, or QA • Hands-on experience with a helpdesk, ticketing, or PSA platform, including reporting • Commercial literacy with 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 genuine service orientation • Ability to work independently and remotely in a lean organization • Preferred: familiarity with Microsoft 365, 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

🏖️ Benefits

• Remote work arrangement • Estimated 10–15% travel to the Cincinnati office, client sites, and industry conferences • Regular 1:1s, coaching, and professional development through structured feedback • Full-time regular employment