VP Operations

Do you find the interplay between leading teams, developing talent and achieving world class results to be an endlessly interesting challenge? Do you have a track record of operations leadership that shows you don’t have to sacrifice quality for scale? Do you think that metrics and management are tools to help teams play at the next level, rather than the soulless purview of management consultants? If so, we might just be the place you've been looking for.

At Fixify, we're on a mission to make IT Help Desk a vehicle for care in the enterprise. We're combining a cutting edge technology platform with a focus on operational excellence that will leave our customers wondering how they ever got along with out us before.

As our VP of Operations, you’ll report directly to the CTO and take the reins in scaling our service delivery to new heights. You’ll partner with engineering and customer success teams to build a seamless, adaptable service that combines cutting-edge technology with the personal touch that makes users feel truly cared for. Together, you’ll set new standards for what “great service” means in IT.

At Fixify, we’re not just building a product—we’re creating trust, connections, and quality at every step. Deep operational expertise isn’t just part of the job here; it’s our competitive edge. The IT Help Desk industry has been uninspired for too long, and we’re ready to change that. If you’re someone who thrives on turning bold ideas into meaningful impact, let’s talk.

What We Can Offer You

• Strategic Leadership Role: Shape Fixify’s operational strategy, driving performance and scalability for our core IT Help Desk service.
• Collaborative and Impactful Work Environment: Work cross-functionally with engineering, product, and customer success teams to align on shared goals.
• A Chance to Scale: Take charge of a growing operation, with the freedom to design and implement innovative solutions to scale service delivery.
• Culture of Excellence: Lead a team driven by curiosity, flexibility, and a commitment to doing the right thing—not the easy thing.
• Opportunity to Make a Difference: Help redefine the IT Help Desk industry, where every decision you make directly impacts customer success and employee satisfaction.

What You’ll Do for Us

• Drive Service Delivery: Ensure our IT Help Desk delivers high-quality, reliable service at scale.
• Optimize Operations: Design and implement systems to monitor performance, improve processes, and ensure operational efficiency.
• Build a High-Performing Team: Hire, mentor, and develop leaders, fostering a culture of accountability, innovation, and continuous improvement.
• Ensure Quality and Care: Oversee quality control programs that balance operational excellence with the human touch.
• Strategize with Data: Leverage metrics and capacity models to drive decision-making, scaling operations while maintaining top-tier quality.
• Collaborate Across Teams: Partner with Product, Engineering, and GTM teams to align priorities, optimize the customer journey, and meet growth targets.
• Be a Trusted Leader: Act as the escalation point for customer-facing issues, representing operations at the executive and board level.

What You Should Bring

• Leadership Experience: 6+ years in an operational leadership role, with proven success in hiring and developing high-performing teams.
• Analytical Prowess: Strong data analysis skills with the ability to turn data into actions that improve performance, and align operational outcomes with company goals.
• Customer-Centric Mindset: Demonstrated ability to develop, and execute plans that improve metrics, the quality of service and customer satisfaction.
• Cross-Functional Collaboration: Skilled in aligning diverse teams to achieve shared performance goals.
• Agility and Resilience: A track record of thriving in fast-paced, complex environments where flexibility and problem-solving are key.
• Industry Knowledge: Knowledge of technologies, and the competitive landscape, along with fluency in metrics, budgeting, and capacity modeling.