VP, Operations

The Vice President, Operations (VICE PRESIDENT, OPERATIONS) at HSO, oversees operational activities across customer-facing functions, such as software support, customer onboarding, data conversions, customer training, project management, and process excellence. Oversee the commercial business, TechCentral. The VICE PRESIDENT, OPERATIONS is responsible a customer-focused approach within the organization and transforming the overall customer experience through technology (AI), focused leadership, strategic planning, and operational excellence to drive growth, efficiency and performance across the organization.

KEY RESPONSIBILITIES:

• Directs the strategic vision and day-to-day execution of customer software support, onboarding, data conversion, training teams, project management and process teams, as well as the commercial business of Tech Central.

• Develops and maintains comprehensive customer journey maps, defining key milestones from initial engagement through ongoing service and renewal.

• Focuses and commits to improving costs and customer experience through technology and offshoring and the deployment A.I. agentic agents.Connects effectively with the product and engineering teams to reduce causes of support calls, and to reduce hours of training, and reduce barriers of adoption.

• Drive 'just-in-time' learning for customers, reducing training hours and practice closure.

• Interfaces regularly with customers through outreach, satisfaction surveys, and feedback sessions to align operational priorities with customer needs.

• Identifies recurring issues or bottlenecks; plan, promote, and implement long-term solutions that drive operational efficiency and high satisfaction scores.

• Designs and manages a real-time operations dashboard tracking critical metrics (e.g., ticket resolution times, onboarding completion rates, training satisfaction) and report progress against KPIs.

• Monitors and drives performance through data and coaches direct reports and management teams to deliver timely, high-quality service; makes process or resource changes based on data analysis.

• Drives automation and process excellence through six sigma or similar methodologies to reduce time to onboard, hours of practice closure and customer satisfaction.

• Creates and organizes knowledge to optimizes team and A.I. performance.

• Establishes and enforces policies, procedures, and best practices that support the company's strategic objectives and scalable growth.

• Partners cross-functionally with Product, Engineering, Sales, and Marketing to ensure smooth handoffs and a cohesive customer experience.

• Leads change management efforts by communicating company vision, mission, and operational priorities to all levels of the organization.

• Stays current on industry best practices in operations management, customer success methodologies, and software delivery, and educate the executive team on emerging trends.

• Member of the HSO executive team.

SCOPE: Sets vision and direction through resource allocation decisions for a significant organization or business unit. Executive responsible for multiple functions, departments, and/or geographic marketplaces. Develops and implements strategic plans and objectives for the organization in alignment with corporate strategy; oversees direction and approves tactical administrative or operational policies and resource allocation decisions to ensure achievement of objectives.

JOB COMPLEXITY: Develops strategic plans to ensure successful implementation of action plans and objectives where analysis of situations or data requires an in-depth knowledge of the company, competitive environment, technology and economic or social implications of organization activities. Participates in development of corporate methods, techniques and evaluation criteria for projects, programs, and people. Approves budgets and schedules to meet corporate requirements.

DISCRETION: Erroneous decisions will have a serious impact on the overall success of long-term company operations.

INTERACTION: Regularly interacts with executives and/or major customers. Interactions frequently involve highly visible activities such as speaking to or negotiating with customers, influencing other executives and/or academics, lobbying regulators or policy makers and representing the organization on matters of great significance to the organization.

SUPERVISION: Directs and controls the activities of a complete functional area through multiple levels of management within the company. Has overall control of planning, staffing, budgeting, managing expense priorities, and approving changes to methods and practices. Manages a team of directors and/or high-level individual contributors. Manages primarily through a team of second-level managers (aka Management Level 5 Directors). Reports to functional-area senior VP, global corporate functional leader or corporate C-level executive, such as CEO or President.

The posted range for this position is$227,000 - $358,000,which is the expected starting salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.