VP of Client Service Delivery

Heidrick & Struggles•Washington, DC

10d

About The Position

Business Talent Group (BTG) is the leading talent marketplace that connects independent management consultants, subject matter experts, project managers, and interim executives with the world’s best companies. BTG provides just the right on-demand talent needed: remote or on-site, part-time or full-time, individuals or teams. That’s why more than 50% of the F100 and hundreds of other leading companies trust BTG to curate, vet, and compliantly deliver talent who fuel growth, innovation, and performance improvement. BTG is a Heidrick & Struggles company. We pride ourselves on having developed a fast-paced, fun, and dynamic culture. We encourage all our employees to learn and grow personally and professionally so they can assume greater responsibilities and advance their careers. For more information on our company, visit businesstalentgroup.com Job Description: Role / Responsibilities We are seeking an experienced, resourceful, and self-motivated Vice President, Client Service Operations. In this role, you will report to the Chief Operating Officer and oversee both the Talent Sourcing team and the Client Service Delivery teams. You will be responsible for innovating how we acquire independent talent into our network, elevating Client Service delivery, strengthening team capabilities, and driving continued operational excellence and talent satisfaction. You will also be responsible for optimizing the performance, implementing best-in-class processes, and ensuring the seamless execution of client engagements across multiple industries and skill categories. This role is a highly visible position across the company and this leader will act as a representative of the business both internally and externally. If you are ready to leverage your expertise to grow and lead a high-performing team, you will love this role. As part of our team, you will:

Requirements

8–10 years of experience in a comparable leadership role managing a client-facing team in a fast-growing, innovative company, preferably in B2B technology or professional services.
Strong interpersonal, organizational, and communication skills; able to manage across multiple systems, tasks, and departments.
Strategic mindset with proven success driving operational efficiency and scalable processes.
Highly organized with the ability to create structure, clarity, and alignment.
Natural leader and problem solver who is self-motivated, action-oriented, and results-driven.
Team player with the ability to collaborate across all levels of an organization.
Thrives in building teams and contributing to organizational growth.
Strong managerial skills with experience maintaining efficient, well-organized operations.
Demonstrated success in client service with a caring, relationship-centered approach.
Ability to operate effectively in a fast-paced, dynamic environment and think creatively.
High integrity, trustworthiness, and professionalism.
Ability to build strong relationships across all levels of the organization; high EQ.
Ability to work both independently and collaboratively.
BA/BS degree required.

Responsibilities

Lead, coach, motivate, and develop the Client Service Associates/ Leads and Talent Sourcing teams to ensure individual, team, and manager success, and deliver exceptional talent and client satisfaction.
Build an in-depth understanding of team members’ strengths, aspirations, and development opportunities; provide guidance on skill development and career progression.
Oversee interviewing, onboarding, new-hire orientation, and training for Client Service and Talent Sourcing team members.
Foster an inclusive, learning-oriented environment that enables teams to thrive and exceed goals.
Innovate and deploy training, documentation, and best practices to support rapidly evolving business needs.
Improve and streamline processes and workflows aligned with overall Client Service, Talent Sourcing, and company goals, ensuring consistency across regions.
Evaluate workflows for opportunities for automation via AI and other technology.
Act as a liaison and advocate for the Client Service Associate/Leadsand Talent Sourcing teams across internal departments.
Collaborate with senior leadership to develop and execute initiatives related to hiring, performance management, compensation, and operational efficiency.
Ensure consistent communication and strong engagement between the Talent Network and the organization.
Create and execute cutting-edge acquisition strategies to attract, recruit, and engage top-tier independent consultants, subject matter experts, and executives.
Stay informed on market trends, competitor activity, and industry innovations to drive strategic advantage.
Deploy innovative sourcing methods and candidate engagement tactics.
Own and manage relationships with key Talent Service Providers and external partners.
Drive productivity gains across the acquisition lifecycle through leading-edge technology, tools, and process improvements.
Establish, track, and report on key recruiting metrics that measure team effectiveness and provide actionable insights to leadership.