Manager, Implementation and Support

About Us:
KEV Group is an enterprise SaaS company providing online payment and accounting software to simplify student activity fund management in schools. KEV’s easy
- to-use web-based software automates the collection, disbursement and management of student funds, thereby reducing the time it takes to receive and account for all school activity fees and increasing the time teachers can spend on education. The company is based in Toronto with offices in the US and employees across North America. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

Why Join KEV?
- Work in an industry that benefits children, parents and schools
- Do meaningful and purpose-driven work and make a real impact
- Join a quickly growing organization with real opportunity for learning and growth
- Passionate and accessible leadership team that cares about people, personally and professionally
- Flexible work environment

The Role:
Lunchbox by SchoolCash Online is a popular hot lunch school fundraising platform used across Canada. As we work to aggressively expand the program, we are looking to hire a leader to own Lunchbox Implementation and Support and manage the end-to-end experience for implementing schools and managing the day-to-day lunch operation. This individual will have oversight over lunch program operations, customer implementation, and client success, ensuring that customers are met with a best-in-class experience while gaining maximum value from the platform.

Key Responsibilities:

- Dive deep into process, then adjust and simplify to streamline workflows, achieve greater scale, and delight our customers
- Manage activities to meet target project timelines while maintaining an excellent onboarding experience
- Lead your team, develop people, grow the team with the skillsets required for delivery and team success
- Partner with the product and technology teams to introduce tools and automation which will enhance the experience for customers and fellow KEVites
- Manage the day-to-day operations of the Lunchbox team, which include handling snow days, cancellations, menu changes, late deliveries, etc.
- Act as the point of escalation for customer support issues from schools
- Partner with various department leaders across the Lunchbox business including sales, vendor management and product to ensure a seamless customer experience
- Continuously seek opportunities to enhance processes and internal operations to meet performance, accuracy, and speed of implementation goals
- Liaising with school customers to ensure ongoing satisfaction with the program, maintaining a pulse on customer satisfaction with vendors, support and overall program delivery.

Measures of Success will include:

- Speed to go live and customer satisfaction with implementation process
- Customer NPS
- Customer referrals
- Adoption and usage metrics

You’re a fit if you:

- Have built and re-designed workflows and systems to optimize multistage processes, combining human capital, technology, and various inputs including third parties
- Are highly organized, and detail oriented, tech and process savvy, with an eye for continuous improvement
- Are hands-on and love jumping in to help fix problems and get stuff done, and are still able to step back and work towards medium and long-term changes to ensure our processes and systems scale with our growth
- Have experience leading teams, both directly and cross-functionally
- Have prior experience working as a Program Manager, Operations Manager, or Implementation Specialist
- Thrive in a fast paced and entrepreneurial environment
- Have experience driving growth and expansion strategies across a portfolio of accounts

We Offer
- Competitive salary.
- Comprehensive health and dental benefits.
- Professional development opportunities.
- Continuing Education.
- Great colleagues and collaboration
- Opportunity to work remote

It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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