About iQmetrix:
iQmetrix is a privately-held software as a service (SaaS) company that leads the way for simplifying complicated industries and helping businesses deliver great experiences. We specialize in POS, retail management, e-commerce, and interactive retail technology to deliver a complete experience from start to finish of any transaction. You can find our offices in Canada and the U.S. Learn more about iQmetrix and our subsidiaries at www.iQmetrix.com, www.Covasoft.com, and www.ReadyToPay.com.
Job Summary:
Cova is looking for a talented and driven Senior Operations Manager to join our team. Someone with a management background that can create strategy around delivering superior services that are touch points with Cova’s clients. You would be part of a very senior and fast-moving leadership team, responsible for driving programs in a hyper growth environment. Improving processes and applying technology to the rapidly developing legal marijuana industry poses challenges. Working with Cova technology and implementation teams will drive a differentiators in an evolving landscape. As we establish inroads into new markets, this role will build the programs that reach all parts of both the customer and Cova organization.
Purpose of Role:
- Establish or improve in the delivery of processes for all interactions with our customer base
- Oversee Onboarding Team and coordinate activities internally and externally
- Drive continuous improvement as measured by satisfaction and responsiveness of Cova Onboarding, Support, and Customer Service metrics.
Main Accountabilities:
- Managing the client onboarding processes which includes the Launch management role.
- Intermediary between customer service and support functions to obtain and prepare them to support Cova and our clients
- Coordinate and monitor payment and billing processes as well as report on receivables
- Administrate and coordinate the documentation of Cova support and educational materials (for both internal and external use)
- Implement client facing educational programs
- Working with other parts of Cova and iQmetrix to streamline and improve all administrative and support processes
- Strategizing and implementing continuous customer lifecycle improvements
- Assist in Sales Support activities which lead to better client understanding of Cova or solve technical problems which may block the sales process
- Primary designer/advisor to Cova development team of Onboarding and Support Automation
- Provide Ad Hoc assistance to Cova strategic initiatives and help where you can contribute your expertise. (i.e.: RFP’s, Events, Strategy Sessions, etc.)
Desired Skills & Experience:
- Bachelor’s Degree
- 5+ years’ work experience
- Experience managing multiple groups
- Comfortable working with legal cannabis dispensaries
- Demonstrated leadership capabilities
- Proven record of success in a fast-moving environment: execution of complex plans
- Excellent presentation and communications skills
- Travel 25-30% within US and Canada
- Experience with Project Management programs
Application process:
If you are interested in joining our company and are committed to succeeding, please submit your resume and cover letter. We thank all applicants for their interest, however, only those selected for an interview will be contacted.