Role PurposeThe Vice President of Operations owns the operating system that turns MyAdvice priorities into reliable service delivery and customer support. This leader builds missing processes and role-level measures, strengthens existing practices, and establishes the management cadence, capacity plans, and escalation discipline needed to improve execution across U.S. and India delivery teams.
Operational excellence is a daily discipline at MyAdvice. This leader measures performance daily at the department, team, and individual level; addresses issues before they become client problems; and holds teams to high standards for output, quality, and follow-through. The work is hands-on and requires the judgment and resolve to make excellence a competitive advantage.
We seek a hands-on operations leader with the judgment and potential to grow into a COO role as the business evolves. The immediate priority is to diagnose operational problems, work directly with managers to fix them, and deliver measurable improvement.
Key ResponsibilitiesBuild and run the operating system- Define a small, usable set of department, team, and role-level measures for output, quality, capacity, client experience, and exceptions with functional leaders.
- Lead daily, weekly, and monthly operating reviews that produce clear actions, owners, and deadlines.
- Set standards for unit definitions, quality measurement, rework treatment, source data, staffing constraints, and exception handling before holding teams accountable to targets.
- Assess existing operating documentation, consolidate conflicting processes, and fill gaps with functional leaders. Establish one accountable owner for each SOP, checklist, decision right, and handoff, then coach teams and verify that they follow the agreed process.
- Identify recurring delivery failures, remove systemic blockers, and invite practical feedback from the people doing the work.
- Own Training & Enablement for job proficiency and hospitality. Develop practical training, proficiency checks, coaching routines, and refreshers. Support Revenue and Marketing with agreed priorities and capacity; functional leaders remain responsible for technical content and standards.
Lead delivery results, performance, and quality- Own delivery results, performance, and quality across customer support, client website development and maintenance, technical and content search optimization, paid media execution, managed-service execution, and related India delivery operations.
- Balance throughput, quality, client experience, cost, and employee capacity without allowing one measure to improve at the expense of the others.
- Partner with functional leaders to define excellent work and ensure the operating system delivers to those standards every day.
- Create a clear escalation path for client-impacting issues, staffing shortfalls, quality failures, and missed commitments.
- Partner with the Revenue organization, which owns sales, onboarding, Customer Success, account management, and retention and expansion accountability. Define readiness criteria, commitments, handoffs, and escalation paths between client-facing relationship owners and Operations. Operations remains accountable for the quality and timeliness of its work and its contribution to client results.
Stand up and govern India delivery operations- Lead and develop the India Delivery Operations Manager and establish the Bengaluru delivery center as a reliable operating hub. Establish appropriate night-shift supervision.
- Set the working model between India delivery operations and U.S.-based functional leaders. Functional leaders retain ownership of role design, quality standards, priorities, and client-service tradeoffs; India operations owns local daily execution, people management, and disciplined escalation.
- India delivery management covers delivery employees and excludes engineering. Product & Engineering retains management of its own India team.
- Plan capacity, attendance requirements, recruiting, local management layers, and expansion decisions as the India footprint evolves.
- Participate in selecting the India Delivery Operations Manager and night-shift manager if timing permits. India recruiting and office preparation may already be underway or complete when this leader joins; take ownership of the team and transition without delaying that work.
Lead people and organizational development- Build a management bench capable of training and coaching employees, diagnosing shortfalls, and improving performance through factual, daily feedback.
- Recommend practical organization changes as automation, product design, demand, and delivery volumes change.
- Develop incentive and recognition approaches that reinforce measurable role outcomes and quality standards in partnership with Finance and HR.
- Communicate priorities, operating decisions, performance expectations, and material risks with clarity and candor across functional, U.S., and India teams.
Develop managed-service execution- Build targeted services that perform work on clients' behalf when adoption or results are slipping. Define eligibility, scope, staffing, workload, quality checks, and evidence of completion with Revenue and functional leaders.
- Where services include transferring information from client systems into MyAdvice, establish authorized access, data-handling procedures, accuracy checks, and completion records with the appropriate specialists. Measure client impact and cost to serve to inform any future separately priced offering.
What Success Looks Like- Delivery teams consistently meet defined client-outcome, quality, and timeliness measures.
- Every department, team, and role has understandable measures that include both output and quality.
- Leaders review performance daily or twice daily, and material misses have a documented owner, recovery plan, and escalation path.
- The Bengaluru office has a functioning daily management rhythm and clear interfaces with U.S.-based functional teams.
- Client-impacting delivery problems and quality defects are identified early and resolved reliably.
- Clients become raving fans because their experience and results are excellent.
First 90 Days- Days 1-30: Assess delivery performance, management capability, current processes, and available data. Identify missing or conflicting SOPs and scorecards, baseline timeliness and rework, and agree the highest-priority gaps and improvement targets with the CEO and functional leaders.
- Days 31-60: Document and implement priority processes that are missing, strengthen those already in place, and define and pilot individual and team output and quality scorecards. Establish daily accountability, coaching, and clear recovery and escalation routines.
- Days 61-90: Demonstrate consistent use of priority processes and scorecards and measurable improvement against the agreed baselines. Establish owners and an implementation plan for remaining gaps, while advancing India execution, training, and targeted managed-service priorities.
Required Qualifications- Willingness to work deeply with AI tools.
- Ten or more years of progressively responsible operations or delivery leadership experience, including direct responsibility for execution and performance improvement. Experience in a business combining SaaS, digital marketing services, and post-sales delivery is strongly preferred.
- Demonstrated experience leading interdependent functions through measurable operating goals, quality controls, and capacity planning.
- Strong command of operational metrics and management routines, including the ability to turn ambiguous work into clear, fair performance standards.
- Experience managing distributed teams and working effectively across U.S. and India time zones.
- Exceptional written and verbal communication, including the ability to turn complex operating expectations into clear decisions, usable guidance, and direct accountability conversations.
- Demonstrated ability to create and maintain scalable operating documentation, including SOPs, checklists, playbooks, and cross-functional handoffs.
- Sound judgment in customer-impacting decisions, organizational design, direct performance management, and escalation.
- Demonstrated willingness to work directly in operational detail, make decisions, coach managers, and follow through until execution improves.
Preferred Qualifications- Experience building or improving an India delivery center, business-process operation, or global services team, including implementation, onboarding, customer delivery, digital marketing operations, or web-production workflows.
- Experience redesigning an operating model as automation and AI change the nature and volume of work.
Position Details
- Compensation: Base plus performance bonus and equity
- Position Type: Full-time, Salaried, Exempt
- Work Location: Lehi, Utah
- Travel: May require occasional local, national or international travel (less than 5% of the time, if at all).
- Physical Requirements: Prolonged periods sitting at a desk and working on a computer (90% at desk, 10% of time walking); Ability to lift up to 30lbs and use typical office equipment (computer, keyboards, printer, etc.).
Benefits
- Employer Contributed Plans: Medical, Vision, Life and AD+D Insurances
- Voluntary Plans: Dental, Critical Illness, Accident and Pet Insurances
- Unlimited Paid Time Off + 9 Paid Holidays
- 8 Week Paid Maternity Leave
- Flexible Schedules + Early Out Fridays!
- 401(k) Plan with 50% Company Match (up to 6%)
- Employee Assistance Program (free mental health services, financial/legal consultations and more!)
- Education Reimbursement Program (up to $1,800 annually) and Executive Mentorship Program
- Ongoing Personalized Coaching and Career Development
- Casual Dress (non-client facing roles) and Fun Work Environment
- Core Value "Pay It Forward" Initiative, Project Fantastic (client collab) and more!
