Vice President, Quality and Customer Experience

Koch Enterprises Family of Companies•Newburgh, IN

About The Position

The Vice President is a senior executive responsible for defining, leading, and scaling the company’s strategic service offerings across healthcare, education, and business-to-business markets. This role ensures that the organization’s managed services, professional services, and systems integration solutions are aligned with client needs, industry regulations, quality standards, and long-term business goals. The VP partners with clients, executive leadership, sales, operations, and delivery teams to deliver exceptional customer experiences, provide accurate estimates, strengthen service quality, and grow the company’s strategic services business. The VP has decision-making authority to allocate resources, enabling effective leadership and accountability towards the execution of the company’s strategic initiatives.

Requirements

Bachelor’s degree from an accredited college or university (advanced degree preferred).
Minimum 10 years of relevant experience, including strong sales management and P&L responsibility.
Demonstrated success in sales or marketing leadership within the company or a closely related field.
Proficiency with Microsoft Suite, CRM platforms, and analytics tools.
Proven adherence to company values and lean principles.
Ability to move about office, warehouse, and client sites as needed (25%-50% of work time).
Out-of-town travel required.
Valid and current driver’s license required.

Responsibilities

Develop and execute multi-year strategic plans for managed services and professional service offerings in healthcare, education, and business-to-business
Identify emerging technologies and market trends that impact client environments
Translate organizational strategy into actionable roadmaps, service portfolio, and measurable KPIs
Drive innovation in customer experience, service delivery models, program management, data-driven decision making, quality, and team member development
Oversee the performance and continuous improvement of managed services across healthcare, education, and business-to-business
Ensure professional services for estimation, consulting, systems integration, migrations, and other implementations are delivered on time, on budget, and with exceptional quality
Establish SLAs and execution metrics that support reliability, client satisfaction, and perceived value
Thought leader and driver for the collection, analysis, and interpretation of complex datasets to identify opportunities and trends
Develop and implement a roadmap for data-driven service strategies to align with internal business objectives, and provide consultative analysis and optimization services to deliver best-in-class insights to drive operational efficiency and quality improvements for our customers
Oversee and optimize core systems to facilitate data analysis of workflows and processes to improve customer experience while improving efficiency and promoting quality
Support business development by shaping service offerings, participating in executive-level presentations, and influencing RFP responses
Build long-term relationships with key clients, ensuring the company is positioned as a trusted partner and expanding their perception of our capabilities
Represent the organization at industry events, conferences, and strategic forums
Build and lead a high-performing customer-focused strategic services organization, including service sales, delivery, and program management leaders
Develop, share, and deepen the team's understanding of the vision for the company’s strategic services
Foster an organizational culture representative of our core values and guiding principles
Support experienced leaders and mentor emerging ones while developing succession plans for critical roles to ensure sustained continuity of business
Oversee enterprise-level initiatives that span multiple departments to ensure quality and customer success
Implement frameworks for governance of deliverables, risk management, and communication across complex client environments with multiple stakeholders
Partner with internal stakeholders for administration, sales, purchasing, engineering, and project management to streamline workflows, standardize processes, and promote overall quality and success