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VP of Operations

Company: Empower Partnerships
Location: Phoenix
Posted on: January 25, 2023

Job Description:

The Vice President, Operations, is accountable for leadership, outcomes, metrics, performance, client engagement, and client satisfaction for all K16 Solutions products and services: Enterprise Implementation, Client Success, Migration Services, and the centralized Project Management Office (PMO). The VP builds and upholds a culture of service, urgency, and accountability in keeping with K16's mission, philosophy, and culture.

The VP provides leadership for solution implementation and client-facing professional services, including implementation model development, client engagement, support materials, internal and external communication, post-implementation adoption, continuous improvement, and client feedback. VP accountability for the PMO assures strategic, effective deployment of project management to support the execution and achievement of company goals. Consolidated leadership of these core business functions assures shared accountability for outcomes and aligns incentives across departments and functions.

In concert with internal and external stakeholders, the VP drives outcomes evaluation: processes, client feedback, and outcomes against established performance metrics. The VP and team are committed to pursuing and demonstrating continuous improvement to deliver an exceptional client experience, promote solution adoption, maintain efficient, effective internal processes, and achieve company goals

The VP hires, leads, coaches, and supports the leaders of the Enterprise Implementation, Migration Services, Project Management, and Client Success teams. The VP collaborates with the Chief Operating Officer to develop the strategic staffing plan and directs job description development, onboarding, and training processes.

The VP collaborates closely with the sales and marketing teams on pre-sales strategy, client success profiles, buyer personas, strategic partnerships, and marketing communications opportunities.

Primary Responsibilities

Lead the development, maintenance, execution, and refinement of core business processes to scale: enterprise solution implementation, client success professional services, centralized project management, and migration services.

In collaboration with the Client Success leader, drive development, execution, assessment, and enhancement of professional services processes, collaterals, client onboarding, and communications strategies.

In collaboration with the Migration Services leader, drive the development of migration processes, tracking, execution, assessment, and continuous improvement.

In collaboration with the PMO leader, drive development, execution, and assessment of the company's centralized PMO: leveraging and deploying project management expertise, monitoring process efficacy, and managing to established targets.

Drive continuous improvement of the client experience via client and team feedback.

Build and retain high-performing teams dedicated to delivering exceptional client experience, supporting their colleagues, and achieving company goals.

Lead the development and execution of the division's strategic staffing plan designed to scale to support the company's targets and client needs.

Partner with Human Resources to develop team job descriptions/compensation and source, select, and onboard premier team members.

Work closely with the sales team to coordinate, plan, and execute enterprise solution implementation and collaborate on industry partnership commitments.

Collaborate with the technology team to identify and evaluate solution enhancements based on client feedback.

Collaborate with marketing to develop client-facing training materials, create the enterprise solution "community," and identify use cases and clients to feature in K16 marketing initiatives.

Partner with finance on solution and service tracking and invoicing in keeping with company requirements.

Drive use of the company CRM to document and manage client interactions in collaboration with the sales and marketing team.

Measurements of Success

Live the philosophy of Leadership, Management, and Accountability (LMA).

Execute service delivery to plan.

Embrace and relentlessly deliver client success as measured by a twelve-month rolling client engagement Net Promoter Score (NPS).

Uphold client support to brand standards.

Lead the creation of process and management of our service and operations delivery.

Spearhead technical project management leadership.

Deliver quality assurance and assessment.

Education & Experience

A Master's degree in a related field preferred

Minimum of 7 years of executive leadership experience

Demonstrated expertise in leading and achieving strategy

Demonstrated success in managing external partner and client relationships

Reporting Relationship & Accountability

Position reports to the Chief Operations Officer

Entrepreneurial Operating System (EOS) Leadership Behaviors

Our company runs on the EOS. That means as a member of this team, you will have a leader who:

Gives clear directions.

Makes sure you have the necessary tools.

Acts with the greater good in mind.

Delegates appropriately.

Takes time to truly understand your role and how you can help the company.

Makes their expectations clear.

Communicates well.

Has effective meetings.

Meets one-on-one with you quarterly or more, if needed.

Rewards and recognizes your performance.

Cultural Competencies

To revolutionize EdTech by changing how higher-ed leaders access, move, and analyze their content and data.

We listen and act. We research, develop, and deliver the products and services our clients want and deserve.

We are ambassadors. The high standards we uphold for every team member is evident in everything we do.

We make good decisions. Our leaders work in real time free of bureaucracy.

We get it right. We take risks, learn, and refine as needed to deliver groundbreaking results.

We laugh. We embrace fun and enjoy the creative journey.

Technical Competencies

Deep knowledge of K16's solutions and professional services processes.

Ability to scale business processes and procedures.

Demonstrated expertise in driving innovation.

Demonstrated experience in leading and developing high-performing teams.

Strong organizational skills to lead multiple business units, priorities, and deadlines.

Outcomes driven, with the ability to define high-level goals and the objectives/tactics required to achieve them.

Strong analytical skills, using data analytics to drive decisions and strategies.

Ability to break down complex concepts, tasks, or problems into simple, understandable language and action plans.

Excellent communications skills, with ability to communicate with a variety of internal and external audiences.

MS Office proficiency.

Professional Competencies

Passion for software development, education technology, and higher education.

Innovative and flexible thinker, comfortable suggesting solutions and willing to take risks.

Enjoys working in a fast-paced environment with tight deadlines.

Committed to quality in every assignment, large or small.

Innovative and flexible thinker, comfortable finding solutions, and willing to take risks.

Enjoys working in a fast-paced environment with tight deadlines.

Excited about remote teamwork.

Ability and desire to continually learn about new technologies and adapt to ever-changing business and industry needs.

Eligibility Requirements

Unrestricted work authorization to work in the United States.

Office Location & Travel

Remote work from a home office.

Some travel to company-related events required.

K16 Solutions Inc. provides equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

Keywords: Empower Partnerships, Phoenix , VP of Operations, Executive , Phoenix, Arizona

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