Vice President Operations

Position Overview

This senior leadership role is responsible for steering a large, multi-client operations portfolio and improving its overall performance. The position is central to the leadership team and focuses on strengthening delivery quality, client satisfaction, financial outcomes, and scalable growth within a complex service environment.

The role goes well beyond routine operations oversight. It calls for an executive who combines long-term business planning, strong operational discipline, financial insight, and the ability to build trusted client partnerships. The right candidate will bring experience leading sizeable teams, handling major profit and loss responsibility, establishing KPI-led operating models, and introducing process improvements that deliver measurable results.

Strategic Leadership & Business Performance

• Create and implement operational plans that support company goals, client commitments, and growth priorities.
• Set up performance frameworks built around key metrics to improve efficiency, margins, and service outcomes.
• Work closely with executive leaders to identify opportunities for expansion, better organizational effectiveness, and sustained business growth.

Client Operations & Service Delivery

• Direct the full client operations function to ensure reliable execution, strong service standards, and consistent operational excellence across the portfolio.
• Develop executive-level client relationships and act as a trusted advisor on operational results and business impact.
• Lead efforts that improve client satisfaction, retention, and account growth.

P&L Accountability

• Take ownership of operational profit and loss performance, with accountability for revenue, margin, productivity, and profitability targets.
• Lead forecasting, budgeting, and workforce planning, while identifying ways to strengthen financial performance.
• Use operational and financial data to support decisions and improve business outcomes.

Process Optimization & Operational Excellence

• Assess and redesign processes, systems, and workflows to increase efficiency, scalability, and consistency.
• Drive continuous improvement efforts using data, technology, and proven best practices.
• Put governance structures and operating standards in place to reinforce accountability and measurable delivery.

Leadership & Talent Development

• Recruit, guide, and develop a strong team of operational leaders who can support business growth.
• Promote a workplace culture centered on accountability, teamwork, and ongoing improvement.
• Advance succession planning and leadership development to build long-term organizational strength.

Candidate Profile

The preferred candidate is an enterprise-level operations executive with a history of delivering transformation, financial performance, and client success in a fast-growing, service-driven setting.

Required Qualifications

• At least 10 years of progressive leadership experience in operations, client services, business operations, or a similar area.
• Hands-on experience managing large-scale operations with substantial P&L responsibility.
• Strong track record of improving KPI performance, leading operational change, and optimizing processes.
• Bachelor's degree is mandatory; an advanced degree is preferred.
• Excellent strategic judgment, financial understanding, and executive-level communication abilities.
• Must successfully complete extensive pre-employment screening.

Success Measures

• Improve operating performance, profitability, and workforce productivity through KPI-based execution.
• Strengthen client satisfaction, retention, and strategic growth.
• Create scalable operational systems and leadership capability to support continued expansion.

Pay & Benefits

• Annual salary range of $175,000 to $200,000.
• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off and vacation program.
• Executive coaching, career development, and growth support.