Vice President, Operations

Thinc Forward•West Chester, PA

7d•Hybrid

About The Position

The Vice President of Operations oversees service delivery across Premier and Dispatch Services, Project Management, and Systems Engineering. Reporting to the President, the VP directly leads three functional leaders and is accountable for setting priorities, establishing performance expectations, and ensuring team execution, service quality, after-hours coverage, and operational results. The VP ensures work is prioritized, resourced, and delivered to client expectations while standardizing operations, managing project performance and operational risks, and coordinating across functions. The role has independent decision-making authority over routine operational matters, staffing allocations, delivery priorities, and corrective actions within company policies and financial authority limits. This hands-on leadership role combines people management and operational judgment with practical understanding of technical service delivery, including technology remediation, system conversions, and integrations. Dental technology experience is preferred but not required. The VP balances daily execution with developing and empowering managers to improve operations, establish scalable processes, and build capabilities that support company growth. The position may be hybrid in the West Chester, Pennsylvania office or remote, with a preference for hybrid capability.

Requirements

8–10+ years of progressive experience in technology operations, professional services, technical service delivery, project delivery, or a related field.
At least 5 years of people management experience, including leading multiple teams; experience managing managers is required.
Demonstrated experience overseeing complex technical projects, service delivery operations, system implementations, or client-facing technology engagements.
Practical understanding of technology remediation, system conversions, integrations, and implementation processes.
Proven ability to manage competing priorities, allocate resources, resolve escalations, and maintain accountability across multiple teams.
Experience reviewing project scopes, estimating technical effort, monitoring project performance, and identifying delivery or financial risks.
Strong analytical, organizational, problem-solving, and decision-making skills.
Excellent communication skills and ability to work effectively with technical teams, clients, and executive leadership.

Nice To Haves

Bachelor’s degree in Information Technology, Business, Operations Management, or a related field; equivalent professional experience will be considered.
Experience in dental technology, dental practice management systems, dental imaging, or dental service organizations (DSOs).
Experience with ConnectWise or a comparable professional services automation (PSA), service management, or project management platform.

Responsibilities

Oversee operational performance across Premier and Dispatch Services, Project Management, and Systems Engineering.
Ensure service quality, financial performance, resource utilization, client satisfaction, and compliance with service commitments.
Establish project planning and review practices, monitor projects, identify risks, resolve roadblocks, and prevent delays.
Ensure teams follow approved Statements of Work, testing procedures, delivery checklists, documentation, and customer sign-off requirements.
Establish quality assurance and corrective-action processes to address recurring service failures and sustain improvements.
Manage scheduling, resource allocation, workload balancing, and prioritization across operational teams.
Ensure after-hours and weekend support is prepared and staffed across operational teams.
Assess capacity and competing demands to align resources with commitments, utilization goals, and delivery timelines.
Support preparation and scheduling of traveling engineers, and communicate conflicts or resource constraints through management channels.
Maintain accountability for accurate, timely ConnectWise time and expense entry.
Coordinate scheduling and delivery dependencies with the Dental Training team.
Partner with executive leadership to establish and achieve financial targets, including profitability, project margins, labor utilization, and cost control.
Ensure engineering teams develop Statements of Work and review scope, estimated hours, resource availability, and delivery feasibility before approval.
Ensure approved Statements of Work are handed off accurately for client delivery and understood by cross-functional teams.
Compare actual project effort with quoted hours to identify variances and address estimation, cost, capacity, or margin risks.
Escalate material scope changes, financial exposure, and commitments beyond the role’s authority to the President with recommended actions.
Build relationships with key client stakeholders, review service performance, address concerns, and identify opportunities to improve satisfaction and retention.
Participate in client discovery and project calls to clarify technical requirements, align expectations, and support issue resolution.
Serve as the operational escalation point for issues not resolved by the appropriate manager or project leader.
Address scheduling conflicts, project delays, quality concerns, and client complaints before they affect broader business performance.
Escalate significant client risks, strategic decisions, and cross-functional issues beyond the VP’s authority to the President with relevant context and recommended solutions.
Partner with the President, CIO, CTO, Help Desk, Sales, and Dental Training leadership to align priorities and resolve operational dependencies.
Monitor and report on operational measures, including project delivery, resource utilization, Statement of Work accuracy, escalations, and process compliance.
Identify and implement process, system, and workflow improvements that strengthen service quality, efficiency, and scalability.
Develop scalable operational processes, automation, standardized workflows, and reporting systems to support company growth.
Lead and develop three operational leaders responsible for Premier and Dispatch Services, Project Management, and Systems Engineering.
Set expectations, decision-making authority, and accountability for direct reports and their teams.
Translate company priorities into operational plans and assignments, ensuring teams have the staffing, skills, and resources to meet commitments.
Conduct regular check-ins with direct reports to review performance, workload, project status, and risks, and coach them in decision-making, employee development, and problem-solving.
Foster ownership, proactive communication, collaboration, and continuous improvement.
Perform additional duties as assigned.