Vice President, Coaching Service Delivery & Operations

IMPACT Group•Chesterfield, MO

31d•Hybrid

About The Position

IMPACT Group is a certified woman-owned career coaching firm based in St. Louis, MO that focuses on relocation, leadership development, and outplacement solutions. Our team of 300+ is united on one idea: People can succeed professionally and personally even through difficult career challenges and transitions. We are building a better world by empowering people to find and grow great careers. As employees transition in, within, and out of a company, IMPACT Group coaching programs make a difference, helping people along their career path and move into desirable roles – working in their hometown, remotely or literally, anywhere in the world. We’re on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes – large and small, national and global – our business model emphasizes the importance of human connections. Join IMPACT Group and you’ll be helping others move their careers forward! Candidates must reside in the St. Louis metro area. The position is hybrid and will occasionally come in to our Chesterfield, MO office. This is a full-time, exempt position with benefits. Job Summary: The Vice President of Coaching Service Delivery and Operations is a key member of IMPACT Group’s executive team and a strategic leader responsible for the profitable, scalable, and high-quality delivery of our coaching solutions across relocation, outplacement, and leadership development. This executive oversees coaching performance, delivery operations, and the teams supporting research, résumé development, quality assurance, content, and department specific training. This leader brings strong business acumen, deep analytical capability and advanced metrics driven decision making skills. With mastery of financial analysis and margin optimization, he/she ensures IMPACT Group’s service delivery remains both exceptional and profitable. He/she anticipates industry shifts, influences organizational strategy and leads departmental initiatives that advance operational efficiency and innovation.

Requirements

Bachelor’s degree in business, management, social/behavioral sciences or related field; Master’s preferred.
8+ years of progressive leadership experience in service delivery, operations, coaching, HR consulting or professional services.
Minimum 2 years at the Director or Senior Director level leading large, multi-disciplinary teams.
Proven ownership of P&Ls and experience managing sizable departmental or business unit budgets.
Global management experience and experience managing full-time employees, part-time employees and independent contractors.
Exceptional analytical skills and advanced proficiency in Microsoft Excel (complex modeling, forecasting, pivot tables and data analysis).
Demonstrated success using metrics/KPIs to drive decision-making, improve efficiency and enhance margins.
Experience with financial modeling, revenue/cost analysis, and margin improvement strategies.
Strong background in operational excellence, including the application of Lean, Agile, Six Sigma or related methodologies.
Ability to communicate complex financial and operational insights clearly and persuasively to executive and non technical audiences.
Outstanding change management skills with the ability to lead through ambiguity and fast-paced growth.

Responsibilities

Strategic Leadership & Executive Team Participation
Defines and advances a metrics-driven service delivery strategy with clear KPIs focused on user experience, profitability, quality, scalability and operational efficiency.
Uses data and analytics to inform executive decision-making, resource allocation and long-term service delivery models.
Provides clear, insight-based recommendations to support the company’s strategic vision and future direction.
Service Delivery Leadership Across Relocation, Outplacement and Leadership Development Coaching
Ensures service delivery excellence for all coaching programs with a strong emphasis on measurable outcomes, service quality and profitability.
Establishes and monitors KPIs related to utilization, productivity, cost-to-serve, turnaround time, and participant satisfaction.
Leads coaching managers to achieve margin targets, financial performance expectations and operational goals.
Operational Leadership, Profitability & Continuous Improvement
Owns full P&L responsibility for service delivery, including budgeting, forecasting, pricing inputs and margin optimization.
Conducts regular financial and operational reviews, leveraging Excel based models to analyze trends, variances, capacity and resource utilization.
Identifies opportunities to reduce operational costs while protecting or enhancing quality and participant satisfaction.
Leads continuous improvement efforts using innovation frameworks or Lean/Agile methodologies to enhance efficiency and profitability.
Oversees quality metrics and ensures transparency, accountability and continuous improvement cycles across all delivery functions.
Cross-Functional Partnership
Works closely with sales, account management, and accounting to ensure profitable solution design, accurate scoping and cost discipline.
Collaborates with IT to prioritize and implement technology enhancements that improve operational efficiency and participant experience.
Team Leadership, Culture, & Talent Development
Leads, develops and scales high-performing teams across service delivery and operations, emphasizing data literacy, financial acumen and accountability.
Ensures training programs incorporate measurable coaching standards, productivity targets and quality expectations.
Promotes a culture that values transparency, meaningful metrics and continuous feedback.
Demonstrates managerial courage while balancing business needs with a people centric leadership approach.