Vice President, Operations
Listed on 2026-01-27
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Management
Operations Manager, Business Management, Program / Project Manager, Corporate Strategy
Summary:
The Vice President, Operations provides executive leadership for the organization's client-facing operations, setting the vision for how the department supports long-term growth and client success. This role oversees the structure and performance of the operations department, guiding key client relationship strategies, ensuring data-driven decision-making, and building strong leadership and team capability. The Vice President, Operations, drives operational excellence by streamlining processes, improving scalability, and strengthening cross-functional alignment, while also overseeing risk management, compliance, and governance to ensure high-quality, consistent, and sustainable operations.
Dutiesand Responsibilities
All are considered essential functions of this role.
General ResponsibilitiesA. Strategic Leadership & Organizational Direction
- Establishing the department’s strategic roadmap.
- Driving client-experience strategy at an enterprise scale.
- Overseeing the evolution of case management and service delivery models.
- Partnering with executive leadership on company wide initiatives.
- Oversight of the full client/firm lifecycle.
- Escalation points for high-value or strategic accounts.
- Developing retention, growth, and satisfaction programs.
- Identifying partnership/expansion opportunities.
- Setting departmental KPIs and OKRs.
- Forecasting account trends, capacity, and revenue impacts.
- Overseeing reporting infrastructure used by Directors/Managers.
- Leading operational reviews with the executives.
- Defining staffing models, roles, and succession plans.
- Coaching Directors and Managers.
- Building a leadership pipeline.
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