VP/ Head of Companies Delivery

The Head of Companies Delivery will be responsible for leading Carta’s Companies Delivery teams to deliver the best client experience possible and garner emotional loyalty from our 25,000+ private company clients.  Companies Delivery teams are staffed by approximately 300 proud Cartans, consisting of Core Cap Table Implementations and Support teams, Channel (and Launch) Support team, LLC Implementations and Support teams, Carta Total Compensation Implementations and Support teams, Public Companies Implementations and Support teams, and Companies Delivery Operations & Enablement teams.  Companies Delivery is one of Carta’s four core delivery teams (others are Investor Services, Valuations, and Liquidity Services).

In pursuit of driving our north star of customer happiness and loyalty up and up, Carta Delivery focuses on fundamental inputs of responsiveness, quality interaction, and quality work.  Carta’s Delivery leadership team strives to create a safe environment to enable Cartans to continuously challenge the status quo and drive leverage through business process innovation and constant fine tuning.

Carta’s operational excellence requires collaboration, coordination and execution across product & engineering, sales and delivery teams.  Head of Companies Delivery will continue to drive alignment across the delivery segment teams to partners in Sales, CSM, and R&D teams.

• First and foremost, how to continue to improve client experience and garner their emotional loyalty - customer happiness is our Northstar
• How to drive continuous improvement in operational excellence and execution across all Companies Delivery teams
• How to instill customer happiness fundamentals (responsiveness, quality interaction, quality work) into habits
• How best to scale the teams and maximize value to customers (How to further drive leverage (e.g., customer education, better adoption and leverage of tools, …)
• How to evolve Carta’s service model to support the business’ strategy
• How to promote and drive the disparate functional teams to adopt and live the ONE Carta team value - operationally and behaviorally
• How to instill mastery of craft for each team member (consistently high daily effort, practicing good habits, continuous learning and improvement)
• How to improve the infrastructure Carta needs to have a pulse on the customers’ needs and wants

The foundation for Carta’s continued growth and success is our clients being happy and loyal.  Carta’s Delivery teams are in the front lines in building that strong foundation.  Therefore, your leadership is vital in Carta’s ability to fulfill its mission of creating more owners and providing the infrastructure for innovators around the world.

The Head of Companies Delivery will have successfully navigated and helped accelerate their prior company with game-changing transformation efforts.  You must have a growth mindset and be a seasoned, innovative, kind, empathetic, transparent, and collaborative leader able to bridge strategy and execution.  The capabilities and experiences most critical to success in this role are:

• Minimum of 15 years of demonstrated experience and success in leading and scaling Customer Service (and/or) Customer Success Operations teams
• Deep and broad network and relationships in the VC community
• Demonstrated ability to lead from behind and develop and nurture talent
• A “roll up the sleeves” mindset and approach; Bias to Action; Progress over Perfection
• Track record of success in learning in-depth a subject matter of a new industry and market
• Fact-based team decision-making skills (team decision-making is different than consensus decision-making)
• Superior communications skills with the ability to effectively influence stakeholders and collaborate at all levels of an organization
• Experience in change management and leading transformation initiatives
• Experience building and growing global talent and operations, including leveraging BPO/offshoring partners
• Clear and optimistic vision for what’s possible and what can be.  Proven ability to execute with urgency and pragmatism
• A change agent with demonstrated ability to develop and execute on strategic and tactical plans

Beyond experience, the leadership competencies and personal style are critical to success as the Head of Companies Delivery.  The ideal candidate will model Carta’s commitment to our OPITs and customers.  The Head of Companies Delivery will have a strong corporate stewardship philosophy combined with the following:

• Demonstrates a collaborative, engaging, mission-driven style with active listening skills combined with gravitas and self-confidence in order to effectively interact with senior leadership and other key constituencies with humility, empathy, transparency, cultural sensitivity, and agility

• Champions a culture of accountability and high standards, pushes for progress, embraces change and challenges the status quo based on integrity, strong partnership and financial responsibility.  Possess uncompromising ethics and unwavering integrity

• Leads with kindness and empathy.  Recognizes others, listens intently, holds others accountable, and makes diversity and inclusion a priority.  Promotes a culture of trust, transparency, fairness, innovation, collaboration, inclusion, and diversity of thought; empowers individuals

• Communicates effectively in small and large group formats.  Able to articulate a compelling vision and purpose that excites the team and drives outstanding performance and service delivery excellence

• Talent magnet, talent developer and talent scout that proactively engages external talent and builds and nurtures internal talent; empowers individuals and manages diverse teams to drive engagement and performance

• Possesses a high level of intellectual curiosity and learning agility.  A natural change agent with a combination of vision and execution skills

• Understands nuance and how to drive change through influence across a complex, global business.  Superb stakeholder management and comfortable operating in a fast-changing environment

• Thinks big in establishing stretching and ambitious goals around performance excellence