Vice President of Operations

Job Title: Vice President of Operations

Reports To: The Vice President of Operations will report to the Head of Technology Business Solutions, Chief Operations Officer (COO), or equivalent leadership.

Job Overview:

The Vice President of Operations is responsible for overseeing a business operations portfolio of at least $50M within multiple locations throughout North America. This leader owns and effectively manages their P&Ls, people organizations and executes the SPS vision and governance model while ensuring service deliverables are met with all clients.

As a highly visible leader, the MVP, Ops drives operational excellence through the administration of ad-hoc projects, focused on creating business process efficiencies and highly engaged people organizations. In addition, the MVP, Ops is a strategic partner to human resources, sales, solutions, client relations to marketing teams, ensuring continued business growth and success with all business objectives.

Duties and Responsibilities:

• Manages a multi-tiered people organization, usually based in multiple locations.


• Maintains consistent communication with clients and SPS at all levels.


• Effective coaching/training/mentoring SPS leaders responsible for the successful delivery of SPS services. In addition, the MVP, Ops develops and ensures the cross training of key leadership within their respective portfolio of accounts.


• Responsible for the successful execution of the SPS governance model, deliverables to SLAs within a specified portfolio of client accounts. Ensures that all teams meet/exceed client KPIs/SLAs.


• Sponsors and/or commissions projects that enhance both the client and employee experience with SPS.


• Insures smooth and sustained client & employee engagement at all accounts.


• Ensures Client Satisfaction Index (“CSI”) is at or above previous score.


• Participates in client business reviews.


• Oversees monthly budget forecasts for all accounts within client portfolio.


• Helps to facilitate growth and continued business success by participating in new client RFPs, account reviews and renewals.


• Establishes and maintains accountability with Regional Client Directors, responsible for site operations.


• Handles client escalations by facilitating resources to create resolutions and sometimes best practices to ensure customer satisfaction.


• Demonstrates strict adherence to all SPS policies & procedures.


• Serves as a knowledge resource regarding SPS policies, procedures, guidelines.

Competencies:

• Exceptional ability to lead, motivate and interact with all levels of leaders, clients and employees.


• Strong sense of ownership.


• Excellent financial and general business acumen.


• Excellent negotiation skills.


• Skilled marketing & sales aptitude and has the capacity to eloquently convey the company’s products and services to the masses.


• Strategic leadership skills.


• Exceptional tact and skill in handling multiple priorities, goals and objectives.


• Exceptional critical thinking skills.


• Results orientated.


• Driven by client satisfaction.


• Strong integrity, solid business ethics.


• Exceptional presentation and interpersonal skills.


• Exceptional English written and oral communication skills.


• Ability to maintain confidentiality.


• Strong attention to detail.


• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.


• Able to convey information and ideas through speech in ways that all will understand.


• Able to listen to and understand information and ideas presented through spoken words and sentences.


• Able to speak clearly so listeners understand, identify, and understand the speech of another person.


• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.

Qualifications and Education Requirements:

• Bachelor’s Degree or higher required.


• Must have 10+ years’ experience managing large scale customer service operations with multiple levels of leadership.


• Project Management training and/or similar certification a plus.  (i.e. Six Sigma, PMP)


• Worked in a B2B Services organization with a proven ability to manage at least $50M in business revenue.


• Strong P&L/ Financials acumen with the ability to help drive continued revenue streams.


• Highly driven with a proven ability to foster an environment where leaders create a highly engaged environment for front line workers.


• Ability to manage high level clients and be a strategic leader who can elevate the current status quo.


• Exceptional Change Management Skills- Fosters change, highly adaptable and highly supportive of company objectives.


• Highly forward thinking and can develop professional relationships with all sectors of the business.


• Proven ability to help grow the business through add-ons but also can speak to C-level for net new client operations.


• Strong understanding of project management- able to conceptualize solutions, develop project plan, execute, and follow up. Holds people and leaders accountable.


• A strong background managing various business functions from Ops, Sales, HR, Finance etc. 


• Driven by client satisfaction, with proven track record of diplomacy and ownership.


• Strong integrity, solid business ethics .


• Strong team approach to account management.


• Creative strategic thinking and performance.


• Required to maintain an overall professional appearance and attitude.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.


• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.


• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).


• Physically able to talk on the phone and input data simultaneously.


• Ability to lift or move 40 lbs. or greater frequently.


• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some travel is required for this position. Approximately up to 25%.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!


• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!


• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!


• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  
  
  
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.
  
  
  
  

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application by hitting "Submit Application" you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect my chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.