Lexipol

Senior Strategy Manager

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work

The Product team leads the organization in product strategy, The product team is responsible for overseeing the development and success of the company’s products. We function as the fulcrum balancing customer needs with Lexipol’s growth objectives.

As Senior Manager of Strategy, your primary responsibility is to lead and oversee the development and implementation of strategic initiatives within the organization. You will work closely with senior leadership and cross-functional teams to identify growth opportunities, analyze market trends, assess competitive landscapes, and develop actionable strategies that drive the company’s long-term success. Your role will involve conducting research, developing financial models to evaluate potential opportunities, providing insights and recommendations, and collaborating with stakeholders to achieve strategic objectives. You will work closely with senior management and cross-functional teams to evaluate potential opportunities, conduct due diligence, and execute transactions that align with the company’s strategic objectives.

This is done through working in these areas of focus:

Strategy Development

· Identify and evaluate new product options through build/buy/partner means (potential M&A, and partnership) opportunities to drive destination economics.

· Conduct thorough due diligence on potential transactions, including financial analysis, market research, and risk assessments.

· Develop financial models and valuation analyses to support decision-making.

· Prepare business cases, investment memos, perform market segmentation, and presentations for senior management and board of directors.

· Develop and communicate the company’s overall strategic direction in alignment with the organization’s mission and vision.

· Conduct market research and competitive analysis to identify industry trends, emerging opportunities, and potential risks.

· Conduct financial analysis and forecasting to assess the financial impact of strategic initiatives.

· Evaluate the company’s existing business model and identify areas for improvement or optimization.

· Identify and assess potential partnerships, alliances, and acquisition opportunities that align with the company’s strategic objectives.

· Develop business cases and present recommendations to senior leadership and the board of directors.

Strategy Execution

· Collaborate with internal stakeholders to assess strategic fit and alignment with the company’s growth objectives.

· Manage relationships with external advisors and consultants.

· Monitor industry trends, competitive landscapes, and emerging market opportunities.

· Support post-transaction integration and integration planning efforts.

· Assist in the development and implementation of the company’s overall corporate development strategy.

· Collaborate with senior leadership to define strategic priorities and goals.

· Lead the formulation of strategic plans and initiatives, including market entry strategies, product expansion, and business development opportunities.

Requirements: To be considered for this role, you will have this experience

· 2+ years’ experience working as a management consultant at one of the top ten management consulting firms.

· Bachelor’s degree in finance, business administration, or a related field (advanced degree preferred).

· Several years of experience in strategic planning, corporate strategy, management consulting, or a related role.

· Strong understanding of business and financial concepts, including market dynamics, competitive analysis, and financial modeling.

· Strong financial analysis and modeling skills.

· Excellent understanding of business and financial concepts, including valuation methods.

· Knowledge of M&A processes and due diligence.

· Ability to conduct comprehensive market research and analyze industry trends.

· Exceptional communication and presentation skills, with the ability to convey complex information clearly and concisely to stakeholders at all levels.

· Strong project management and organizational skills.

· High proficiency in using analytical tools, financial software, and presentation software (e.g., Word, Excel, PowerPoint,).

· Demonstrated ability to build strong relationships and collaborate effectively in cross-functional teams and senior leadership

· Effectively manage relationships with internal and external stakeholders.

· Excellent analytical and problem-solving skills, with the ability to gather and synthesize data to derive insights and recommendations.

· Demonstrated experience in developing and implementing strategic plans and initiatives.

· Strong leadership and project management skills, with the ability to effectively prioritize and manage multiple projects.

· Strong business acumen and the ability to think strategically while also considering operational and tactical implications.

Target Outcomes/ Deliverables

· Strategy and Strategic Plans

· Analysis: financial, market & competitive analysis

· Business Modeling

· Execution Plans

· Overall outcomes being market share acquisition, market penetration, and topline revenue growth.

Employee Value Proposition

· Mentoring and coaching on the art of influencing and inspiring an organization and all stakeholders.

· Collaborate with our Executive Leadership Team

· Drive Destination Economics: Revenue Growth, EBITDA growth, and a Transaction event

· The product team is a high-performance team focused on supporting public safety organizations with high quality content delivered through technology to enable organizational success. What you do here matters.

· This is a role with high visibility across the organization including C-Suite presentation and communication.

· You will have the opportunity to hone your influence and collaboration skills across the company.

· This role requires taking ownership and leading the organization for product success and you’ll have the opportunity to expand your leadership capacity.

· This role reports through the SVP of Product, who will be your champion and offer mentorship to elevate your skills.

The Environment

· Energetic, driven environment that applauds rigorous performance.

· Bring your vigorous mindset and consistently productive action to our team.

· Data driven decision making.

· Make a difference in the public safety profession through delivering superior offerings that elevate our customers’ performance to the public.

· Full time remote position with schedule flexibility requiring availability during core hours across US time zones.

· Lexipol strives to provide a professional, ethical, and collaborative environment and is a largely remote workforce. Videoconference use is standard in meetings.

· Join a dedicated and growing product team and be a key part in building the future of Lexipol’s product and solution offerings.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

About Lexipol

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

Lexipol

Director of Customer Support

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work

The Support team is responsible for handling all inbound customer questions and issues and fully resolving these in a timely and satisfactory manner. The Support Team does this so that the other components of our CX team can focus on training, renewals, relationship building, and growth.

Lexipol’s Customer Experience Team (CX) is seeking an experienced and customer-focused Director of Customer Support to join our team. The successful candidate will lead our customer support team through a period of exciting growth with a particular focus on operational transformation, team development, and handling our most complex customer complaints. You will be tasked with maintaining high levels of customer satisfaction and driving continuous improvements through your team and throughout all of the organization to meet customer needs.

This is done through working in these areas of focus:

Operational Effectiveness and Continuous Improvement (30%)

· Execute a multi-year strategy to scale the support organization for rapid growth.

· Develop and implement customer service policies and procedures to continuously improve the overall customer experience.

· Plan for growth by building scalable processes and systems. This can include hiring and training staff, investing in scalable technology, and developing scalable service offerings.

Team Development and Management (30%)

· Develop an ongoing coaching environment that develops an organizational mindset that drives constant quality improvement.

· Manage customer support teams. Ensure they have the necessary training and resources to execute their jobs effectively.

· Monitor team performance, analyze customer service data and metrics, and use findings to improve processes, systems, and practices.

· Foster a customer-focused culture within the team and throughout the company.

Cross Department Collaboration (20%)

· Interface with all customer-facing teams to ensure comprehensive customer support.

· Liaise with the product and engineering teams to address customer feedback, platform issues improve product offerings, and facilitate speedy and satisfactory resolution.

Escalation and Resolution (10%)

· Handle complex and escalated customer service issues.

· Monitor and enforce all internal service level agreements.

Customer Resource Library Maintenance (10%)

· Oversee the company’s customer-facing help resources including the creation, publishing, and maintenance of our Help Center across all product lines.

· Monitor access rates of customer help resources to inform and prioritize new content creation and process improvements.

Requirements: To be considered for this role, you will have this experience:

· Minimum of 7 years of experience in a customer support role, with at least 5 years in a leadership position leading teams of eight people or larger.

· Proven successful experience in architecting and implementing high velocity, scalable customer support organizational design and systems.

· Proven track record leading customer support transformations within an organization including new tooling, training, processes, and team optimization that deliver the best customer experience and operational effectiveness.

· Demonstrable experience improving overall customer experience metrics as a result of the systems you implemented.

· Exceptional leadership abilities with a focus on employee coaching and team development

· Strong knowledge of customer service software, databases, and CRM tools.

· Strong customer handling skills, with the ability to manage complex issues with tact and professionalism.

· Intermediate or higher-level experience with Excel.

· Bachelor’s degree in business administration or related field.

Preferred Experience:

· Experience as Director of Customer Support in a software company.

· Strong experience with Salesforce or Zendesk.

· Experience with Jira.

· Highly experienced with Process Design software including MS Visio or similar.

Target Outcomes/ Target Results

· Create a Functional Platform Plan for the Customer Support team within 90 days. Include Initiatives, Targets, & Goals.

· Present the Functional Platform Plan to senior leadership.

· Create and share a dashboard of metrics for the Customer Support Team: First response time, full resolution time, customer satisfaction, net promoter score, ticket distribution and balancing, first contact resolution rate, and knowledge base effectiveness.

· Redesign the organization structure to improve the overall customer experience and enable greater velocity and volume of customer support cases.

Employee Value Proposition

· Have a seat at the table. Report directly to the SVP CX.

· Key leadership post in one of the largest teams in the company (CX).

· Broad liberty and freedom to build an optimal customer support function.

· Lots of room to innovate.

· Access to and communication with all levels of the organization.

· Influence and participate in shaping company strategies.

The Environment

· Highly collaborative.

· Passion filled culture: We have a passion for optimizing public safety.

· Outcome driven.

· Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor.

· Mission forward company: What we do makes a difference in communities.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Compensation and Benefits

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

About Lexipol

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are the experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

Lexipol