Vice President of Operations

L10n People

1d • Remote

About The Position

The Vice President of Operations leads the performance, profitability, quality, and scalability of the Interpreting, Translation, and Vendor Management departments at a provider of interpreting, translation, and accessibility services. Reporting to the COO / EOS Integrator, this executive leads department directors and managers, strengthens financial and operational results, and translates company priorities into consistent execution. It is a leadership-of-leaders role rather than a position focused on routine scheduling, project management, or vendor recruiting.

The VP is accountable for operational results across the three departments, including service delivery, financial performance, quality, vendor capacity, and scalable processes. The role partners with Finance, Client Success, Sales, Business Systems, and AI, and participates in EOS leadership rhythms. The COO / EOS Integrator retains responsibility for company-wide integration and alignment, while department leaders own day-to-day execution.

The position is remote within the United States and follows a full-time Monday-through-Friday schedule of eight hours daily, aligned with Pacific Time. Compensation is a base salary of $125,000 to $130,000 annually, plus an annual performance bonus of 5% of base salary subject to established performance expectations.

Requirements

• Prior leadership experience within a Language Services Provider (LSP) is required.
• At least seven years of progressive operations management experience, including significant LSP leadership responsibility.
• Demonstrated experience managing multiple operational functions and leading department managers or directors.
• Strong working knowledge of interpreting, translation, vendor management, and service delivery economics.
• Proven record improving gross margins, efficiency, quality, and scalable execution.
• Experience with operational budgets, KPIs, dashboards, and data-driven decision-making.
• Strong coaching, communication, analytical, and problem-solving skills.
• Ability to lead effectively in a remote environment during Pacific Time business hours.

Nice To Haves

• Experience with both spoken-language and American Sign Language (ASL) interpreting operations.
• Experience with education, government, nonprofit, legal, and other institutional clients.
• Familiarity with the Entrepreneurial Operating System (EOS).
• Experience implementing workflow technology, automation, and operational change.

Responsibilities

• Lead, coach, and hold the three departmental leaders accountable for measurable performance.
• Set clear expectations, decision rights, operating rhythms, and cross-departmental ownership.
• Identify bottlenecks, resolve recurring issues, and implement sustainable improvements.
• Ensure staffing and capacity plans support client demand and company growth.
• Own operational metrics that influence departmental revenue, gross margin, cost, and productivity.
• Partner with Finance to review trends, forecasts, labor and vendor costs, and margin-improvement opportunities.
• Improve service capacity and efficiency without sacrificing quality or client experience.
• Equip department leaders to understand and manage their financial scorecards.
• Oversee service delivery, fulfillment, scheduling effectiveness, translation turnaround, and quality through department leadership.
• Improve workflows, resource allocation, escalation handling, and consistency across delivery channels.
• Ensure service readiness for new client programs and changes in volume or complexity.
• Direct the Vendor Manager in developing a qualified, reliable, and diversified linguist network.
• Oversee vendor availability, recruiting capacity, retention, performance, quality, and cost effectiveness.
• Align vendor strategy with interpreting and translation demand, fulfillment targets, and profitability.
• Promote respectful and professional relationships with independent contractors.
• Monitor service quality, client escalations, recurring errors, and corrective action.
• Collaborate with Client Success and Sales to support retention, responsible onboarding, and service commitments.
• Create preventive processes that improve reliability and reduce avoidable service failures.
• Partner with Business Systems and AI on dashboards, technology, automation, and operational reporting.
• Champion clear SOPs, checklists, and scalable processes that reduce manual work and errors.
• Use data and performance trends to prioritize operational improvements.
• Develop independent, high-performing directors and managers who own results and delegate effectively.
• Participate in EOS leadership rhythms, scorecards, quarterly Rocks, and issue resolution.
• Translate COO priorities into departmental plans, deadlines, owners, and measurable outcomes.

Benefits

• Annual performance bonus of 5% of base salary, subject to established performance expectations.
• SIMPLE IRA with employer match of employee contributions up to 3%, subject to plan terms.
• Employer-sponsored Health Reimbursement Arrangement (HRA), subject to applicable plan terms and eligibility.
• 20 days of paid time off annually, subject to company policy and applicable law.
• 10 to 11 company-paid holidays annually.
• Remote work arrangement within the United States.
• Company-provided equipment and necessary software.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed