Role Overview
As Vice President, Operations, you will lead the organization's service operations with a focus on scalable systems, disciplined execution, strong leadership, and exceptional customer experiences. You will translate business strategy into operational plans, strengthen performance across teams, and build the infrastructure needed to support continued growth.
Reporting to the Chief Operations Officer, you will serve as a key member of the senior operations team, partnering across functions to align operations with business priorities while fostering a culture of accountability, innovation, engagement, and continuous improvement. You will own operational planning, budgeting, and forecasting; utilizing data and analytics to make informed decisions, optimize performance, and deliver measurable results that support growth, profitability, and customer success.
Key Outcomes
- Deliver consistent service levels, quality performance, productivity, and customer satisfaction across all operational channels.
- Build a scalable operating model that supports business growth while balancing service, employee experience, and financial performance.
- Develop a high-performing operations leadership team with strong accountability, coaching discipline, and succession readiness.
- Implement predictable workforce management, staffing, and performance practices that improve efficiency and reduce labor inefficiencies.
- Lead operational transformation, technology adoption, and continuous improvement initiatives that produce measurable business impact.
Core Responsibilities
- Set and execute operational strategies that align with organizational goals, growth priorities, and customer expectations.
- Lead contact center, travel operations, and omnichannel service delivery to ensure reliable, seamless customer experiences.
- Partner with Workforce Management to ensure operational teams adhere to forecasting, scheduling, staffing optimization, productivity, and resource utilization expectations.
- Establish and monitor KPIs, service levels, quality measures, productivity metrics, and customer satisfaction indicators.
- Manage labor expenses, budgets, staffing models, and cost-saving initiatives in partnership with Finance.
- Develop, coach, and retain strong leaders while embedding clear performance management and accountability practices.
- Use data, insights, and root cause analysis to solve operational challenges and make informed decisions.
- Lead enterprise initiatives, process improvements, automation, and technology-enabled transformation projects.
- Partner cross-functionally with Sales, Client Services, Technology, Finance, People Operations, Client Data Services, and other stakeholders.
- Communicate operational performance, risks, opportunities, and recommendations clearly to executive leadership.
Core Competencies
- Strategic leadership: You connect strategy to execution, support growth, and balance service quality, employee experience, productivity, budgets, and labor costs.
- Operational acumen: You understand contact center operations, travel operations, workforce management, omnichannel service, and customer experience.
- Talent development: You build leadership capability, coach effectively, strengthen succession readiness, and create engaged teams.
- Data-driven problem solving: You use metrics, analytics, root cause analysis, and risk assessment to improve outcomes.
- Execution and accountability: You translate priorities into clear plans, drive follow-through, and deliver measurable results.
- Communication and influence: You build trust, align stakeholders, and communicate with clarity and executive presence.
Profile of Success
You are a strategic operator who can lead through complexity, develop strong leaders, and build systems that scale. You are collaborative, analytical, and comfortable driving change while keeping customer experience, employee engagement, and financial performance in balance.
- You bring senior operational leadership experience in mid to large-scale service, contact center, travel, or related customer-facing environments.
- You have led teams through growth, transformation, process improvement, and technology-enabled change.
- You are fluent in workforce management, performance metrics, service delivery, labor planning, and operational reporting.
- You combine strong business and financial acumen with a people-centered leadership style.
- You are energized by building high-performing teams, improving operating rhythms, and creating consistent, measurable results.
