Melissa Ross

Operations executive with a track record of translating retention and account-health data into the strategies, processes, and reporting structures that drive recurring-revenue growth. As CEO and COO of a managed IT services company, owned semi-annual NRR, GRR, and churn reporting alongside a client health scorecard and revenue-risk matrix spanning a mixed services and SaaS licensing book (Microsoft 365, Datto, VoIP, and security platforms). Builds the process discipline, KPI cadence, and cross-functional alignment that let leadership move from insight to action quickly, including materials prepared for ownership, head office finance, and private equity board members.

Comfortable working across strategy and hands-on execution, with direct P&L ownership, vendor and contract negotiation, and change management experience through a full company-wide platform integration.

Chief Executive Officer at Avenir IT Inc. (2024-05 – 2026-06)

• Led the organization through a private equity acquisition, owning due diligence coordination, financial readiness, and post-acquisition strategy execution.
• Executed company-wide change management across software platforms, training, AI, workflows, and reporting structures through the post-acquisition integration.
• Held ultimate ownership of P&L, annual budget, forecasting, and initiative-level investment tracking; delivered financial and strategic performance reporting to head office and the board on a recurring cadence.
• Managed and held accountable department leaders (Sales Manager, Service Manager, CTO) through structured KPI tracking and operational reviews.
• Ran a formal governance cadence that translated platform goals and vision into annual goals and budgets with each department leader, tracking multi-quarter initiatives by owner and milestone.
• Assigned and directed executive-level strategic initiatives and cross-functional priorities across sales, service delivery, HR, marketing, and finance.
• Led monthly company-wide all-hands meetings; reviewed KPIs weekly and department-level status updates daily to maintain real-time visibility into operations.

Chief Operating Officer at Avenir IT Inc. (2021 – 2024)

• Directed semi-annual NRR, GRR, and churn reporting and maintained a client health scorecard and recurring-revenue risk matrix across a book spanning managed services and SaaS licensing (Microsoft 365, Datto backup, VoIP, and security platforms), ensuring accounts remained both valuable to the client and profitable to the business.
• As COO, served as a cross-functional Chief of Staff to the CEO, working with the CTO, Sales Manager, Account Managers, R&D, and Marketing team to establish accountability rhythms, KPI reporting, pipeline visibility, and operational alignment that moved strategic initiatives from planning through execution.
• Held weekly Level 10 leadership meetings and bi-weekly cross-functional project update meetings to maintain accountability across departments.
• Coached, set individual goals for, and reviewed performance of a team of approximately 20 through a layer of department managers, guiding junior and shared support staff on quality and consistency.
• Scaled marketing operations by creating repeatable processes, reporting structures, campaign workflows, and performance tracking that enabled the transition from a one-person marketing function to a dedicated marketing team.
• Authored executive presentations, briefing materials, agendas, and decision-ready reporting for ownership and the leadership team.
• Independently wrote client service proposals, contracts and agreements, marketing and sales decks, and internal training documentation.
• Read, evaluated, and negotiated all vendor and supplier contracts, procurement terms, and renewals.

Operations Manager (Integrator) at Avenir IT Inc. (2018 – 2021)

• Built operational infrastructure from the ground up — onboarding systems, SOPs, policies, employee handbook, and accountability workflows — establishing the process discipline that supported growth from 5 to 20 employees and 40 to 100 clients.
• Built the company's marketing function from inception, partnering with the CEO to translate annual growth strategies into executable marketing plans, campaigns, content, and lead generation initiatives, personally managing the full lifecycle from strategy and project management through to qualified lead handoff.
• Owned Human Resources end-to-end, including full-cycle recruitment and onboarding, performance reviews, terminations, and full payroll management.
• Managed full financial reporting to the CEO and all external billing for 80 client organizations monthly.
• Performed all Accounts Receivable, Accounts Payable, and business/tax payment reporting.

Assistant General Manager / Corporate Event Manager at The Pint Public House (2014 – 2018)

• Directly managed front-of-house, back-of-house, and security staff in a high-volume, high-pressure operating environment, with full accountability for staffing, revenue, budgeting, and forecasting.
• Built and maintained corporate client relationships that grew event revenue and repeat business.
• Developed event and sales materials later adopted company-wide.

General Manager at CanadInns – Tavern United (2012 – 2014)

• Managed staffing, budgeting, inventory, and event execution for a team of nearly 100 employees in a multi-concept entertainment venue.
• Prepared operational and financial reporting supporting budgeting and forecasting activities.

Business Management & Communications; Marketing Management & Public Relations – Red River College