Description
The Vice President of Operations is responsible for developing and aligning all customer service departments with the strategic initiatives of our Company. This role must drive superior customer service functionality across multiple locations and departments. Our VP ensures world class customer service and sufficiently plans for continual growth of the company. Takes measures to enhance customer service levels and streamline efficiencies of multiple customer service departments. This position participates in planning corporate growth and coordinating the strategic plan in the development of customer service initiatives.
Summary of essential job functions:
• Oversee daily functions of the Customer Service, Collection, Corporate, Marketing, and Sales departments.
• Determines operational strategies by conducting needs assessments, performance reviews, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; developing production, productivity, quality, and customer-service standards.
• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Promote team work and continuity between and within all departments and ensure proper communication amongst the teams.
• Upholds company policies and procedures
• Guide and mentor department directors and supervisors and develop internal talent for management tracks.
Requirements:
• 5 years management experience in a customer focused industry
• Bachelor's degree preferred and/or equivalent business related experience
• Proven ability to lead people and get results through others
• Excellent interpersonal communication skills
• Active listening skills and ability to proactively recommend creative solutions
• Exceptional organizational, problem solving and decision making skills
