VP of Operations - Remote

Urrly•Tallahassee, FL

41d•Remote

About The Position

ASI is at an inflection point. The business has built strong market positions, differentiated content, and a loyal customer base — but has been constrained by the weight of legacy processes, manual workflows, and fragmented systems. The next chapter requires breaking through that ceiling: modernizing how the business operates, unlocking the data that drives smarter decisions, and building the infrastructure to support a larger, more complex organization as we grow organically and through acquisition. The VP of Operations will partner with the CEO to lead that transformation. This is an active leadership role on the ASI ELT. You will own end-to-end operations across Customer Success, core Operations, and all Back-Office functions, and you will be empowered to reimagine how they work. You will have dedicated automation resources and Engineering support, a clear mandate from the CEO, and the latitude to move fast. This role reports directly to the CEO and functions as the key Integrator of the business: the connective force between teams, systems, and strategy. Leaders who demonstrate clear ownership and drive measurable results will have a defined path to Chief Operating Officer.

Requirements

Bachelor’s degree in business, operations, or a related field; MBA preferred
5–7+ years in business operations, including experience leading operations for a growing business or business unit
Proven track record driving automation and process improvement — hands-on experience designing and implementing tech-enabled workflows, not just overseeing them
Analytical horsepower: data analysis, business intelligence, and the ability to sponsor infrastructure projects that improve reporting and decision-making
People leadership experience: building teams, managing performance, developing functional leaders
Strong financial acumen: fluency with P&L dynamics, budgeting, and the levers that drive margin and cash flow
Change management experience: guiding an organization through meaningful operational transformation
Project management discipline: ability to drive multiple high-priority workstreams simultaneously without losing accountability for outcomes
Experience working with physical products and fulfillment operations
Exceptional communication skills and the executive presence to influence at all levels, including with senior customer and partner stakeholders

Nice To Haves

Experience with EOS or a similar business operating system
Background in transportation, education technology, or regulated services
Familiarity with the software platforms ASI runs on (HubSpot, Shopify, QuickBooks, Aircall)

Responsibilities

Architect and lead a sustained program to modernize the systems and workflows that power the business — moving from manual and legacy to automated, data-driven, and scalable.
Own the end-to-end roadmap for process improvement and automation across Operations, Customer Success, and Back Office, with accountability for meaningful gains in productivity and margin.
Partner with the Engineering team and external automation consultants to design, build, and implement solutions — playing a hands-on role in architecting systems, not just directing others.
Lead the evolution of ASI’s data infrastructure: cleaner systems, better reporting, and the business intelligence capabilities that enable smarter decisions across teams and better service for customers.
Drive adoption of technology-enabled workflows that reduce dependency on manual effort and create compounding operational leverage over time.
Set and enforce standards — policies, procedures, compliance requirements — that ensure consistency and integrity as the business scales.
Lead the Customer Success organization, setting strategic direction and holding the team accountable to high standards for service quality, responsiveness, and revenue retention.
Build and own a unified, tech-enabled approach to inbound customer service that maximizes team capacity on high-impact work and minimizes time lost to manual, repetitive processes.
Establish a continuous feedback loop: automated customer satisfaction measurement, rigorous analysis, and clear mechanisms to translate insights into product, content, and service improvements.
Define and track the KPIs that matter — satisfaction scores, call answer rates, retention — and use them to lead the team.
Lead and develop the functional leaders of Operations, Customer Success, and Back Office — as well as the vendor relationships across Fulfillment, HR, Finance, IT, and key software platforms (HubSpot, Shopify, QuickBooks, Aircall).
Oversee financial performance across the functions you lead, including budgeting, forecasting, and analysis, in close partnership with the Finance team.
Continue the transition of ASI’s checkout and order management to Shopify, ensuring streamlined workflows and consistent, reliable data downstream.
Ensure the business operates with the compliance standards and operational integrity appropriate for a regulated services business.
Take full ownership of BMS implementation: vision alignment, scorecards, meeting rhythms, and accountability structures across all functions.
Build a performance management culture — partnering with the CEO to establish coaching cadences and the expectation of clear metrics ownership at every level.
Translate strategic objectives into actionable operating plans that teams can execute against week over week.
Own the integration playbook: operationalizing acquired businesses, migrating them onto ASI’s systems and processes, and ensuring a smooth transition for their customers and teams.
Build a repeatable integration model that improves with each acquisition and accelerates time-to-value across the portfolio.