Vice President – Operations

ServiceSource • Fayetteville, NC

21d

About The Position

ServiceSource, a mission-focused nonprofit providing services through government contracts nationwide, is seeking an experienced senior operational leader to strengthen operational execution, support strategic growth, and advance continuous improvement. The Vice President – Operations translates organizational strategy into effective execution across multiple service lines and locations, leading complex operational projects for existing contracts, new business opportunities, and contract startups. The role works closely with site leadership and corporate Operations, Business Development, Human Resources, Finance, subject matter experts, customers, partners, and suppliers to plan, coordinate, implement, and sustain initiatives.

The position leads operational excellence across a diverse portfolio, promoting service excellence, accountability, safety, compliance, customer satisfaction, and continuous improvement. It establishes standardized operating procedures and disciplined project management practices, develops project plans and work breakdown structures, manages tasks and dependencies, optimizes processes, monitors milestones and performance, mitigates risks, and coordinates communication across stakeholders.

The role is accountable for assigned contracts’ financial and operational performance, including forecasting, resource utilization, contractual compliance, deliverables, and customer satisfaction. It leads improvement initiatives and supports proposal development as the Operations liaison, offering operational expertise and helping develop practical, competitive, and executable solutions. The position may require evening and weekend work when needed.

Requirements

• A minimum of 10 years of general management experience in an administrative service contracting environment is preferred.
• A minimum of 5 years of experience successfully managing a large portfolio of contracts.
• Demonstrated excellent program and project management skills.
• Ability to make effective presentations on complex topics to stakeholder groups.
• Strong oral and verbal communication skills.
• Ability to gather and analyze data to support timely, prudent business decisions.
• Ability to read and interpret administration manuals, contract manuals, and corporate policies.
• Proficiency in Microsoft Office and ability to learn corporate-specific programs and software.
• Flexibility to work evenings and weekends when required.
• Ability to meet the physical demands of the role, including regularly standing, reaching with hands and arms, and talking or hearing; occasionally walking and sitting; and occasionally lifting or moving products and supplies up to 50 pounds.
• Required vision abilities include close and distance vision, depth perception, and ability to adjust focus.

Nice To Haves

• Bachelor's degree in business management or a related technical field; extensive government contracting experience may substitute for a bachelor's degree.
• Experience with government contracting.
• Military Dining experience.
• Proven leadership in a high-volume, fast-paced work environment.
• Strong contract management and operations background.
• Successful track record motivating and managing staff.
• Advanced knowledge of Microsoft Office Suite.
• Experience working with individuals with disabilities.

Responsibilities

• Provide strategic and operational leadership across assigned contracts, fostering service excellence, accountability, safety, compliance, customer satisfaction, and continuous improvement.
• Maintain accountability for assigned contracts’ financial performance, including revenue and expense forecasting, surplus or deficit performance, resource utilization, and achievement of business objectives.
• Align staffing, organizational responsibilities, suppliers, and operational resources to improve contract performance and cost effectiveness.
• Ensure contractual compliance and customer satisfaction, aiming for full fulfillment of contract requirements and deliverables.
• Communicate responsively with government customers and proactively identify and resolve performance risks.
• Lead operational improvement initiatives to strengthen quality, efficiency, productivity, compliance, and cost control.
• Coordinate across Operations, Business Development, Human Resources, Finance, and other organizational functions.
• Serve as the Operations liaison for proposal development, providing operational expertise, solution content, and coordination with onsite teams.
• Establish expectations for timely, accurate, and professional communication across the organization, customers, partners, suppliers, and contract teams.
• Ensure required reporting and operational deliverables are completed accurately and on schedule, maintaining visibility into risks, issues, corrective actions, and performance commitments.
• Provide input into service strategy and research and development of new and emerging business.
• Monitor programmatic and financial performance and implement strategies to modify, maintain, and enhance outcomes.
• Establish service and quality-control standards.
• Review operating reports and direct resolution of operational problems to control costs and prevent delays.
• Perform other job-related duties as assigned.

Benefits

• Medical, dental, and vision plans for employees and their families.
• Company-paid disability, life, and accidental death and dismemberment insurance.
• 403(b) retirement plan with dollar-for-dollar company matching up to 3% of employee contributions.
• Flexible Spending and Health Savings accounts.
• Employee Assistance Program.
• Wellness Program.
• Tuition Assistance.
• Paid time off that increases with tenure.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive