Vice President, Operations

Thinc Forward•West Chester, PA

2d•Remote

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, setting priorities, establishing performance expectations, and holding each leader accountable for execution, service quality, off-hours coverage, and operational results. The VP ensures work is appropriately prioritized, resourced, and delivered to client expectations while standardizing operations, managing project performance and 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. The ideal candidate combines proven people leadership and sound operational judgment with practical understanding of technical service delivery, including technology remediation, system conversions, and integrations. Dental technology experience is strongly preferred but not required. This hands-on leader balances daily execution with developing and empowering managers to drive continuous improvement, scalable processes, and operational capabilities that support company growth. The position may be based hybrid in the West Chester, Pennsylvania office or remotely, with 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.
5+ years of people management experience, including responsibility for leading multiple teams; experience managing managers.
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 and service delivery 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, including readiness checks and monitoring projects to identify risks, resolve roadblocks, and prevent delays.
Ensure teams follow approved Statements of Work (SOWs), testing procedures, delivery checklists, documentation, and customer sign-off requirements.
Establish quality assurance and corrective-action processes, identify root causes of recurring service failures, and hold departmental leaders accountable for sustained improvements.
Own scheduling, resource allocation, workload balancing, and prioritization across operational teams.
Ensure after-hours and weekend support is properly prepared and staffed across operational teams.
Assess capacity and competing demands to align resources with commitments, utilization goals, and timelines.
Support the Manager of Systems Engineering in preparing traveling engineers for assigned work, reviewing schedules, and communicating conflicts or resource constraints.
Maintain accountability for accurate, timely ConnectWise time and expense entry.
Coordinate with the Dental Training team on scheduling and delivery dependencies.
Partner with executive leadership to establish and achieve operational financial targets, including profitability, project margins, labor utilization, and cost control.
Ensure engineering teams develop SOWs and review scope, estimated hours, resource availability, and delivery feasibility before submission for approval.
Ensure approved SOWs are accurately handed off for client delivery and that operations teams understand scope and commitments.
Compare actual project effort against quoted hours to identify variances, improve estimation accuracy, and address cost, capacity, or margin risks.
Escalate material scope changes, financial exposure, or commitments beyond the VP’s authority to the President with recommended actions.
Build trusted relationships with key client stakeholders, review service performance, address operational concerns, and identify opportunities to improve satisfaction and retention.
Participate in client discovery and project calls as needed to clarify technical requirements, align expectations, and resolve issues.
Serve as the operational escalation point for issues unresolved by managers or project leaders, ensuring timely resolution and clear ownership.
Address scheduling conflicts, project delays, quality concerns, and client complaints before they affect broader business performance.
Elevate significant client risks, strategic decisions, and cross-functional issues beyond the VP’s authority to the President with context and recommended solutions.
Partner with the President, CIO, CTO, Help Desk, Sales, and Dental Training leadership to align priorities, coordinate handoffs, and resolve operational dependencies.
Monitor and report operational measures, including project delivery, resource utilization, SOW accuracy, escalations, and process compliance; communicate risks and capacity constraints to the President.
Identify and implement improvements to processes, systems, and workflows that strengthen service quality, efficiency, and scalability.
Develop scalable operational processes, automation, standardized workflows, and reporting systems to support company growth without proportionate increases in overhead or management complexity.
Lead and develop the three operational leaders responsible for Premier and Dispatch Services, Project Management, and Systems Engineering, setting expectations, decision-making authority, and accountability.
Translate company priorities into operational plans and assignments, ensuring teams have the staffing, skills, and resources needed to meet commitments.
Conduct regular check-ins with direct reports to review performance, workload, project status, and risks, while coaching leaders in decision-making, employee development, and problem-solving.
Foster ownership, proactive communication, collaboration, and continuous improvement.
Perform additional duties as assigned.