Vice President, Quality and Customer Experience

Koch Enterprises • Newburgh, IN

1d

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

• Strategic Leadership
• 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
• Service Delivery
• 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
• Data Insight and Systems Optimizations
• 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
• Client & Stakeholder Engagement
• 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
• Team Leadership & Development
• 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
• Cross-Functional Quality Program Management
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 1,001-5,000 employees