Vice President of Operations

Not Externally Posted Board•El Paso, TX

19h•Onsite

About The Position

The Vice President of Operations is responsible for overseeing a business operations portfolio of at least $50M within multiple locations throughout North America. This leader owns and effectively manages their P&Ls, people organizations and executes the SPS vision and governance model while ensuring service deliverables are met with all clients. As a highly visible leader, the MVP, Ops drives operational excellence through the administration of ad-hoc projects, focused on creating business process efficiencies and highly engaged people organizations. In addition, the MVP, Ops is a strategic partner to human resources, sales, solutions, client relations to marketing teams, ensuring continued business growth and success with all business objectives.

Requirements

Bachelor’s Degree or higher required.
Must have 10+ years’ experience managing large scale customer service operations with multiple levels of leadership.
Worked in a B2B Services organization with a proven ability to manage at least $50M in business revenue.
Strong P&L/ Financials acumen with the ability to help drive continued revenue streams.
Highly driven with a proven ability to foster an environment where leaders create a highly engaged environment for front line workers.
Ability to manage high level clients and be a strategic leader who can elevate the current status quo.
Exceptional Change Management Skills- Fosters change, highly adaptable and highly supportive of company objectives.
Highly forward thinking and can develop professional relationships with all sectors of the business.
Proven ability to help grow the business through add-ons but also can speak to C-level for net new client operations.
Strong understanding of project management- able to conceptualize solutions, develop project plan, execute, and follow up.
Holds people and leaders accountable.
A strong background managing various business functions from Ops, Sales, HR, Finance etc.
Driven by client satisfaction, with proven track record of diplomacy and ownership.
Strong integrity, solid business ethics .
Strong team approach to account management.
Creative strategic thinking and performance.
Required to maintain an overall professional appearance and attitude.
Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
Physically able to talk on the phone and input data simultaneously.
Ability to lift or move 40 lbs. or greater frequently.
Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Nice To Haves

Project Management training and/or similar certification a plus. (i.e. Six Sigma, PMP)

Responsibilities

Manages a multi-tiered people organization, usually based in multiple locations.
Maintains consistent communication with clients and SPS at all levels.
Effective coaching/training/mentoring SPS leaders responsible for the successful delivery of SPS services.
Develops and ensures the cross training of key leadership within their respective portfolio of accounts.
Responsible for the successful execution of the SPS governance model, deliverables to SLAs within a specified portfolio of client accounts.
Ensures that all teams meet/exceed client KPIs/SLAs.
Sponsors and/or commissions projects that enhance both the client and employee experience with SPS.
Insures smooth and sustained client & employee engagement at all accounts.
Ensures Client Satisfaction Index (“CSI”) is at or above previous score.
Participates in client business reviews.
Oversees monthly budget forecasts for all accounts within client portfolio.
Helps to facilitate growth and continued business success by participating in new client RFPs, account reviews and renewals.
Establishes and maintains accountability with Regional Client Directors, responsible for site operations.
Handles client escalations by facilitating resources to create resolutions and sometimes best practices to ensure customer satisfaction.
Demonstrates strict adherence to all SPS policies & procedures.
Serves as a knowledge resource regarding SPS policies, procedures, guidelines.