Vertex Service Partners is rapidly building a network of leading residential home services brands across the U.S. With strong financial backing from Alpine Investors, we are committed to creating the best place to work, partner, and grow. Our companies are known for their deep community roots, industry-leading service, and people-first culture. We believe that people are the driving force behind our success, and we strive to create a culture where talent thrives.

Mission of the role:

As Vertex continues to scale, we’re expanding our Operations Excellence function. We're looking for a scrappy, highly motivated problem-solver to help our growing portfolio adopt systems, workflows, and policies. This person will collaborate with our partners to drive best practice adoption, improve business outcomes, roll out new initiatives, and ensure data accuracy across call center, sales, operations, and accounting systems and functions.

Key Responsibilities:

Operational Enablement

• Drive process and system adherence and performance through KPIs, dashboards, and documentation for growing partner brands
• Build resources (e.g., guides, WalkMe paths) to support user self-sufficiency and compliance in our technology platforms (ServiceTitan and others).
• Monitor system usage and workflow performance; provide recommendations to enhance efficiency.

Super User Program Leadership

• Lead our Regional Super User Program to equip local leaders with tools and training.
• Support super users as internal champions of adoption and change.
• Track program effectiveness and iterate based on feedback and metrics.

Process Improvement & Project Rollouts

• Scope, launch, and scale operational initiatives across the Vertex portfolio.
• Document workflows, lessons learned, and best practices for repeatable success.
• Serve as the frontline for process quality control in systems like ServiceTitan.

Collaboration & Communication

• Partner with operating companies, Vertex SMEs, and regional leadership to identify and resolve friction points.
• Support implementation teams by highlighting training needs and content gaps.
• Keep stakeholders informed via readouts, Monday.com project tracking, and cross-functional alignment.

What You’ll Gain:

• Strategic exposure across a rapidly growing portfolio of brands
• Ownership of high-impact initiatives that shape how our companies operate
• Close collaboration with PE leadership, operators, and technology teams
• Opportunity to help build a best-in-class Center of Excellence

What we are looking for

Experience & Skills

• 2+ years in Customer Success, Ops, Implementation, or related roles
• Strong project manager and communicator—able to lead without direct authority
• Comfortable navigating systems like ServiceTitan, Sage, or WalkMe (or able to learn quickly)
• Analytical mindset with a knack for process improvement and documentation
• Experience in service industries (e.g., home services, construction, franchising) – preferred, not required
• Bachelor’s degree or advanced education – preferred, not required

Personal Characteristics

• Data-driven and action-oriented
• Adaptable and eager to take on new challenges
• Team-first mindset with a collaborative spirit
• Service-oriented and approachable
• Resourceful and persistent
• Curious and a continuous learner
• High integrity and ethical standards
• Self-aware, open to feedback, and supportive of others