General Manager
Goldcare
Mission:
You will be overseeing Goldcare, a provider of home care and long term care software. The role will be focused on (1) understanding the needs of the customer base, (2) developing a new product roadmap and delivering against it, and (3) imposing a strong sense of accountability within the team for customer success. The General Manager will and work closely with all areas of the business and will report directly to a Group Leader.
Outcomes:
Assess and grow the team
Understand and assess the quality and effectiveness of the company’s resources in both the offshore and onshore teams. Recommend and implement changes to personnel as required to meet goals.
Continuously improve the product
Continuously improve quality of existing products (reducing defects and number of tickets).
Improve quality of each product, resulting in a reduction in the overall number of support tickets and the number of reported software defects.
Enhance throughput by reducing programmer and QA return rates.
Develop and deliver the product roadmap
Develop and own product roadmap based on current state of product and list of customer requirements and demands.
Product roadmap should be based on:
Regulatory and security items;
Recurring issues which are driving support ticket volume; and
Ideas sourced from competitive analysis and customer feedback.
To the extent certain customers are willing to pay additional fees to fast track development projects, the General Manager must navigate these requests without significantly delaying the product roadmap.
Build strong customer relationships
Develop relationships with customers to understand their needs.
It will be important to develop relationships with the largest and most vocal customers to ensure the roadmap addresses their needs and ensure renewals.
It is expected that the General Manager will visit key customers at least once per year
Demonstrate executive leadership
Lead the company’s senior management team.
Collaborate with the leadership team to establish the long-term vision of the company.
Deliver on corporate reporting requirements.
Continue to maintain relevance in market place
Take an active role in guiding marketing activities to maintain customer engagement
Provide ideas for new marketing content highlighting new features/modules
Attend relevant industry conferences
Suggest events such as user conferences
Competencies:
General
Customer Centric
Pro-active
Analytical
Strong sense of urgency
Strategic and long-term thinker
Ability to recognize, hire and retain A players
Receptive to constructive criticism and ideas
Strong communicator
Specific
Demonstrated experience leading projects to deliver new solutions and bring them to market
Ability to communicate complex ideas and solutions to both business and technical audiences with ease
Strong problem-solving skills with an ability to identify key issues, structure analysis, develop solid business cases and provide recommendations effectively
Excellent presentation skills
Location: Virtual
Travel: ~10% of the time
Salary Range (Ontario & BC Only):
The estimated base salary range for this role is CAD$172,800.00 - CAD$211,200.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.
We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.
Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at
[email protected].
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