The Role
RevolutionParts.com is a total eCommerce platform that empowers automotive dealerships to sell auto parts online. We have innovative solutions, unlimited potential, and a huge market opportunity. Our mission is to disrupt and innovate the automotive space by creating the most active parts network in North America.
RevolutionParts’ innovative technology and comprehensive solutions have transformed the way dealerships operate and maximize their revenue streams. We work with over 2000 customers today and have ambitious goals to 3x the business in the next 3-5 years. If you like those numbers and are excited about helping us to achieve that plan, we want to hear about it.
Job Summary
As Chief Customer Officer (CCO), you will collaborate closely with the CEO to optimize our internal process and explore new avenues for growth. You will be responsible for developing and implementing strategies across Customer Experience, Implementation, Business Systems, and Project Management. This role requires a strong operational focus and the ability to lead a large, diverse team while fostering cross-functional collaboration.
The best candidates will be experienced professionals who know tech and wouldn’t settle for anything less than the opportunity to build a world-class customer-centric organization. We are looking for a leader who has worked in multiple B2B SaaS companies. Ideal candidates are strategic thinkers with operational experience and collaboration skills. If you have specific experience leading a Customer Success organization, that would put you at the top of our list.
*Please note that to be considered for this position, you must currently reside in the United States.
Who you are:You don’t just “check the boxes.” You are motivated and creative and you care deeply about the customer experience and how we can not only meet it, but level it up.You will innovate. You will start, get the lay of the land, and then start thinking about how we can change the game.You own it. You prefer to be ultimately accountable for the success of your team.It's not about ego. You honestly feel like the best idea wins – no matter whose idea it is.People want to follow you. Your team believes in you and what you want to do and how you want to get there. You understand the importance of consistent and transparent performance management of your team.You think about how to do your job and then almost immediately think about how to think bigger by scaling processes.You like a challenge and love to solve complex puzzles.You like to see the impact of what you are doing. Every day.ResponsibilitiesStrategic Planning and Execution: Collaborate with the CEO and executive team to develop and implement the company’s long-term strategy and operational goals.Operational Oversight: Oversee daily operations across all departments, ensuring alignment with business objectives and operational efficiency.Customer Success Management: Lead initiatives to enhance customer satisfaction and retention, ensuring a seamless post-sale experience and identifying opportunities for upselling.Cross-Functional Collaboration: Foster collaboration between teams such as Sales, Marketing, Product Development, and Customer Support to ensure cohesive operational execution.Performance Metrics and Analysis: Establish key performance indicators (KPIs) and metrics to evaluate operational performance and implement improvements as needed.Process Improvement: Identify and implement best practices and process optimizations to enhance productivity, reduce costs, and improve service delivery.Team Leadership and Development: Build and lead high-performing teams, focusing on talent development, performance management, and fostering a positive organizational culture.Financial Oversight: Work closely with the finance team to manage budgets, forecasts, and resource allocation, ensuring financial health and operational sustainability.Technology and Systems Management: Oversee the implementation and optimization of technology and business systems that support operational efficiency and customer engagement.Risk Management and Compliance: Identify potential operational risks and ensure compliance with relevant regulations and industry standards.Market Analysis and Expansion: Analyze market trends and customer needs to inform product development and identify opportunities for expansion.Stakeholder Communication: Communicate operational performance and strategic initiatives to the board of directors, stakeholders, and employees to ensure transparency and alignment.
For the role of Chief Operating Officer at RevolutionParts, the qualifications required are typically a combination of education, relevant experience, and specific skills. Here are the key qualifications needed for this position:
RequirementsBachelor’s degree in Business Administration or a related field; an MBA is strongly preferred.15+ years of experience in operational leadership roles, with significant experience in SaaS environments, particularly in Operations and Customer Success.At least 6 years of experience in a managerial capacity, demonstrating effective team leadership and development.Deep understanding of SaaS business models and operational dynamics, with experience in e-commerce and online marketplaces being a plus.Familiarity with the automotive industry, especially in aftermarket parts and accessories, is advantageous.Proven ability to develop and implement strategic operational visions that align with overall company objectives and drive sustainable growth.Strong analytical and data-driven decision-making skills to assess operational performance, identify improvement opportunities, and optimize processes.Adaptability to a fast-paced, dynamic environment, with a commitment to staying current with industry trends and innovative operational approaches.Exceptional leadership and management capabilities to motivate and guide teams toward achieving organizational goals.Excellent communication and interpersonal skills to facilitate collaboration with cross-functional teams and engage stakeholders effectively.Experience in building, managing, and leading high-performance teams, fostering a collaborative and innovative work culture.Are you not sure you meet 100% of the qualifications? You should still give it a try! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas members of underrepresented groups typically only apply when they meet every single requirement. At RevolutionParts, we are Revolutionaries. We build tools, products, and our people. We value diversity in backgrounds and thought, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.
*If you are interested in this role, please note that the general plan for the interview process is as follows:
Interview 1: General Talent Screen with a recruiter - 45 minutes
Interview 2: Hiring Manager Interview - 60 minutes
Interview 3: Professional Services and Project Management - 45 minutes
Interview 4: Operational Excellence - 60 minutes
Interview 5: Customer Journey - 45 minutes
Interview 6: Customer Loyalty & Retention - 60 minutes
Interview 7: Customer Support & Implementation - 60 minutes
Interview 8: Organizational & Core Value Alignment - 45 minutes
Interview 9: Final Interview - Board Member - 45 minutes
Please note that, due to the level and the impact of this role, from the date of your first interview with a recruiter, your interview process will take approximately 60 days. The outline above may be modified by the hiring team if needed at any time.
