Vice President of Operations

MyAdvice•Lehi, UT

4d•Onsite

About The Position

The Vice President of Operations owns the operating system that turns MyAdvice priorities into reliable service delivery and customer support. This hands-on 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. The role measures performance at department, team, and individual levels, addresses issues before they affect clients, and holds teams accountable for output, quality, and follow-through. The company seeks an operations leader with the judgment and potential to grow into a COO role as the business evolves; the immediate priority is diagnosing operational problems, working directly with managers to fix them, and delivering measurable improvement. The role owns 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. It establishes the operating model and daily management rhythm for the Bengaluru delivery center, while partnering with U.S.-based functional leaders and the Revenue organization. It also leads Training & Enablement for job proficiency and hospitality and develops targeted managed services to help clients when adoption or results are slipping. MyAdvice provides an AI-powered system that reduces manual work and cost while helping clients grow revenue. Its Success Center, powered by Mya, unifies growth activity across channels, automates workflows, manages engagement, and supports consistent execution. The company describes its mission as making it easy to profitably grow a business and emphasizes grit, resourcefulness, expertise, accountability, tenacity, hard work, and continuous improvement. This is a full-time, salaried, exempt position based in Lehi, Utah. Occasional local, national, or international travel may be required, less than 5% of the time, if at all. Physical requirements include prolonged desk and computer work (90% at a desk and 10% walking), lifting up to 30 pounds, and using typical office equipment.

Requirements

Willingness to work deeply with AI tools.
At least 10 years of progressively responsible operations or delivery leadership experience, including direct responsibility for execution and performance improvement.
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.
Willingness to work directly in operational detail, make decisions, coach managers, and follow through until execution improves.

Nice To Haves

Experience in a business combining SaaS, digital marketing services, and post-sales delivery.
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.

Responsibilities

Define a practical 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 establish 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 and consolidate operating documentation, address process gaps, assign accountable owners to SOPs, checklists, decision rights, and handoffs, and coach teams to follow agreed processes.
Identify recurring delivery failures, remove systemic blockers, and gather practical feedback from employees doing the work.
Own Training & Enablement for job proficiency and hospitality by developing practical training, proficiency checks, coaching routines, and refreshers; support Revenue and Marketing with agreed priorities and capacity while functional leaders retain responsibility for technical content and standards.
Own delivery results, performance, and quality across customer support, website development and maintenance, search optimization, paid media, managed services, and related India delivery operations.
Balance throughput, quality, client experience, cost, and employee capacity, and partner with functional leaders to define and deliver excellent work.
Establish escalation paths for client-impacting issues, staffing shortfalls, quality failures, and missed commitments.
Partner with Revenue to define readiness criteria, commitments, handoffs, and escalation paths between client-facing relationship owners and Operations; remain accountable for the quality and timeliness of Operations work and its contribution to client results.
Lead and develop the India Delivery Operations Manager and establish the Bengaluru delivery center as a reliable operating hub, including appropriate night-shift supervision.
Establish the working model between India delivery operations and U.S.-based functional leaders, with India operations owning local daily execution, people management, and disciplined escalation.
Plan India capacity, attendance requirements, recruiting, local management layers, and expansion decisions; participate in selecting the India Delivery Operations Manager and night-shift manager if timing permits, and take ownership of the team and transition without delaying work already underway.
Build a management bench that can train and coach employees, diagnose shortfalls, and improve performance through factual, daily feedback.
Recommend practical organizational changes as automation, product design, demand, and delivery volumes change.
Develop incentive and recognition approaches with Finance and HR that reinforce measurable role outcomes and quality standards.
Communicate priorities, operating decisions, performance expectations, and material risks clearly and candidly across functional, U.S., and India teams.
Build targeted managed services for clients whose adoption or results are slipping; define eligibility, scope, staffing, workload, quality checks, and evidence of completion with Revenue and functional leaders.
For managed services involving transfer of client-system information into MyAdvice, establish authorized access, data-handling procedures, accuracy checks, and completion records with appropriate specialists; measure client impact and cost to serve.

Benefits

Employer-contributed medical, vision, life, and AD&D insurance plans.
Voluntary dental, critical illness, accident, and pet insurance plans.
Unlimited paid time off and 9 paid holidays.
8 weeks of paid maternity leave.
Flexible schedules and early-out Fridays.
401(k) plan with 50% company match, up to 6%.
Employee Assistance Program, including free mental health services and financial/legal consultations.
Education reimbursement up to $1,800 annually and an Executive Mentorship Program.
Ongoing personalized coaching and career development.
Casual dress for non-client-facing roles and a fun work environment.
Core Value “Pay It Forward” Initiative, Project Fantastic (client collaboration), and other programs.
Base compensation, performance bonus, and equity.