OpCo - Head of Operations (New York City)

Evergreen Services Group is a San Francisco-based holding company that acquires and operates B2B services companies across North America. Since its founding in late 2017, Evergreen has completed 100+ acquisitions across Managed IT Services, Cybersecurity, ERP Software Partners and Government Services. We are driven by a people-first mission to be the best home for businesses and their leaders, by marrying capital allocation with inspired operations.

The Evergreen holding company team is comprised of 40+ professionals based in San Francisco who are focused on capital allocation, M&A, executive level hiring, strategic board leadership, and finance and accounting. Evergreen is a uniquely long-term oriented holding company that seeks to hold and grow businesses indefinitely rather than follow the 5-7 year holding period of a typical private equity fund. This allows us to take a truly long-term view on performance and people. Evergreen is backed by Alpine Investors, a leading private equity firm focused on the services and software industries with $16B+ in AUM. 

About the Role

The Head of Operations is responsible for overseeing the company's day-to-day operations, ensuring efficiency, and driving operational excellence across all departments. This key leadership role works closely with the CEO and other executives to implement the company's strategic vision while optimizing processes, systems, and resources. They focus on improving operational workflows, enhancing productivity, and scaling business operations to support growth. Additionally, they play a vital role in fostering a collaborative and high-performance culture, ensuring that the company's operations are aligned with the company's goals and objectives for long-term success.

Key Responsibilities

Operational Strategy & Execution

• Develop and execute operational strategies that align with business goals and objectives.
• Identify areas for process improvement and operational efficiency to drive growth and profitability.
• Ensure alignment between client needs, service offerings, and operational capabilities.

Service Delivery Management

• Oversee the delivery of managed services, ensuring high-quality, timely, and cost-effective solutions to clients.
• Collaborate with service delivery teams to ensure that service level agreements (SLAs) are met and client expectations are exceeded.
• Monitor client satisfaction, address service delivery challenges, and implement corrective actions where needed.

Process Optimization & Efficiency

• Continuously improve and streamline internal processes, systems, and workflows to enhance operational performance.
• Implement best practices and standard operating procedures (SOPs) for service delivery, project management, and client support.
• Oversee the implementation of automation and technology tools to improve service scalability and operational efficiency.

Team Leadership & Development

• Lead and manage the operational teams, including service delivery, technical support, project management, and client success.
• Foster a culture of accountability, collaboration, and continuous improvement within the operations team.
• Provide coaching, mentorship, and professional development opportunities to help team members grow in their roles.

Financial Oversight

• Develop budgets, manage operating costs, and ensure efficient allocation of resources.
• Track and analyze operational costs, ensuring profitability while maintaining high service quality.
• Identify opportunities to reduce costs without compromising service quality or client satisfaction.

Client Success Management

• Work closely with the Director of Client Success to build strong relationships with key clients.
• Oversee the development and execution of client onboarding processes and ongoing service delivery.
• Ensure that operations are aligned with client expectations and evolving business needs.

Reporting & Data Analytics

• Establish key performance indicators (KPIs) and metrics to track operational performance, client satisfaction, and team productivity.
• Regularly review and analyze operational data to identify trends, opportunities for improvement, and areas of concern.
• Provide regular reports to the executive team on operational performance and business outcomes.

Scalability & Growth Planning

• Lead the planning and execution of operational strategies to support business growth, including scalability of service delivery, systems, and infrastructure.
• Work with Client Success teams to drive value-driven non-recurring revenue (NRR), including hardware, software, and service revenue.
• Identify opportunities for new recurring revenue streams and operational models to drive growth in the portfolio.

Qualifications & Experience

• Bachelor's degree in Business Administration, Operations Management, Information Technology, or a related field; MBA or advanced degree preferred.
• 5+ years of operations management experience, ideally in a service-based or client-facing industry, with a track record of driving efficiency and delivering measurable business outcomes.
• Proven ability to lead and develop cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement across departments.
• Strong financial acumen, including experience managing operational budgets, controlling costs, and making data-informed decisions that balance profitability with service quality.
• Ability to translate organizational goals into clear operational strategies and execution plans, with strong project management instincts and follow-through.
• Demonstrated success managing client or customer relationships at a high level, including overseeing service delivery, handling escalations, and ensuring satisfaction and retention.
• Comfort working with data and reporting tools to establish KPIs, track performance, and present operational insights to leadership on a regular basis.
• Strong communication and collaboration skills, with the ability to work effectively across teams, influence stakeholders, and present clearly to executive leadership.
• Experience identifying opportunities for revenue growth or operational expansion, including developing new service offerings or recurring revenue models. Experience in a technology services or MSP environment is a strong plus.
• Familiarity with tools such as PSA platforms, CRM systems, or RMM software is a plus, as is working knowledge of ITIL or similar service management frameworks.

The targeted annual base salary range for this role is $180,000 - $225,000 + performance-based bonus, depending on experience and proven track record. Benefits include health insurance and 401k program.

We encourage you to apply even if you feel that you do not meet all of the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. Evergreen encourages you to break that statistic and to apply. No one ever meets 100% of the requirements. We look forward to your application!

DIVERSITY, EQUITY, & INCLUSION AT EVERGREEN

At Evergreen, we acknowledge that an emphasis on diversity, equity, and inclusion (“DE&I”) is essential to hiring phenomenal people. To create the best home for businesses and spark success at our firm and throughout our portfolio, we aim to establish an environment where every person is welcomed, accepted, and empowered to excel in their role. These beliefs run true to our People-first philosophy, which emphasizes attributes over experience, we strive to recruit and work with those from a range of backgrounds, which drives creativity and innovation. At Evergreen, we recognize that we must continue to improve and expand and we are enthusiastic about maintaining Evergreen as one of the best places to work by ensuring a culture of inclusion and allowing everyone an unbiased opportunity to grow.

Compensation

A competitive compensation package will be offered alongside a benefits package including full medical and dental coverage, unlimited PTO, 401(k) match, family planning support, and much more.

Evergreen Services Group is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.