General Manager, Tripspark

6 months ago

Mississauga, Canada TripSpark Technologies Full time

Your new career adventure starts here

Job Summary:
TripSpark Technologies, a Modaxo company (see below), is looking for a General Manager to lead its business & commercial operations.

TripSpark is looking for a self-motivated, highly organized, and independent individual responsible for directing its business operations. Reporting to the Group Leader, the General Manager has overall responsibility for business strategy, execution, team capability & culture in order to drive a sustainable growth-oriented business. The General Manager has overall P&L responsibility and responsibility for 111 staff. This includes full reporting-line responsibility for Sales & Marketing, Research & Development (including product management), Customer Operations, Finance, IT & Legal. The General Manager must be able to gain a deep knowledge of the competitive environment, building strong relationships with customers, and having the vision and energy to drive the business strategy to ensure growth. Being based in one of the corporate office locations (Calgary, Mississauga, Cedar Rapids) is preferable, but not essential.

**Job Description**:
TripSpark Technologies is a transportation technology company helping public and provide operators improve their fixed route, paratransit, microtransit, and rideshare services. For the past 30 years, we’ve specialized in providing solutions tailored to the complex needs of mid-sized urban, suburban, and rural agencies. Our software and hardware solutions improve a community’s access to transportation, boost rider satisfaction, drive revenue, and overcome operational challenges. TripSpark has several hundred customers across North America.

1. Leadership / Management
- Change oriented mentality to streamline processes, improve efficiencies and grow the business
- Own the long-range, annual, and quarterly financial and non-financial goals
- Develop and communicate a clear vision of goals and objectives, strategies, philosophies about growth, revenue generation and profitability, customer care agenda.
- Generate, maintain, and review with management, annual, quarterly, and monthly revenue statistics (leading and lagging indicators) on financial statistics, productivity rates, customer satisfaction trends, and overall improvement trends.
- Be hands-on in day-to-day operations where needed
- Identify and communicate risks and issues and action remediation and mitigation plans

2. Program Management - working with VP, Professional Services
- Ensure internal and external project kickoffs are held as appropriate and projects are set up in corporate systems
- Control projects to ensure scope, budget, schedule, and quality delivery
- Ensure Project Managers and Technical Services Engineers manage customer expectations and provide regular client communications
- Provide monthly project portfolio performance reports to upper management
- Escalate problem projects to upper management as necessary

3. Sales - working with VP, Sales & Marketing
- Drive sales group to increase new name customer acquisition and expand back to base sales
- Develop and maintain competitive intelligence programs and generate industry direction reports to support the development of new features and products
- Ensure sales & marketing team structure is optimized for growth, performance and operational excellence

4. Customer Care - working with Director, Client Services
- Execute an effective long-term customer care program for clients
- Implement and maintain client support initiatives, including production of training & self-help tools
- Monitor and produce documentation on Customer Care metrics relating to program usage, satisfaction levels, ticket throughput, and resolution
- Coordinate the administration of annual customer satisfaction and information gathering surveys and other communication tools.

5. Research and Development - working with Director, R&D & Director Product Management
- Ensure clear Product Road Maps are established, followed, and adapted to respond to market needs
- Balance the investment in new R&D with the investment in maintaining current products to maximize new name growth and retention of existing customers while ensuring a streamlined R&D operation
- Ensure operational excellence in development & engineering
- Facilitate growth of Product Managers through ensuring their activities are aligned with the job description

6. Controlling / Internal - working with Director of Finance & Head of Legal & HR Business Partner
- Annual, quarterly, and monthly revenue results/forecasts and costs
- Driving forecast accuracy & execution of key finance deliverables
- Ensuring optimization and delivery of IT strategy and support (reports to finance)
- Participate in the development of internal department policies and programs to support quality and growth

Qualifications and Experience
- Prior experience in leadership in the B2B software industry. Experience with Transit technology an asset
- Experience direct

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