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Vice President of Operations

Vice President of Operations

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Job Description:


The Vice President of Operations combines customer experience, technical, process, and business background to drive strategic and tactical improvement in the Operations organization’s execution and results.  It is a multidimensional role that emphasizes problem-solving skills, balancing day to day tasks with long-term improvement, effective collaboration with people from across company functions, working and establishing credibility with customers.  As the general management role within the growing Operations team, the VP of Operations has responsibility to “get better while growing larger” – to accomplish scale in how we support and care for our customers as we do more of it through people, process, and infrastructure development.



Key Responsibilities:

  • Build and manage the needed capacity with appropriate skill levels to achieve customer experience and service level benchmarks in the face of rising demand from a growing customer base.
  • Refine and lead the operations team to higher levels of performance as the company’s business expands.
  • Participate in the strategic and tactical development of Operations plans, goals, and execution.
  • Distill, analyze, present, and recommend process and infrastructure change to improve Operations efficiency and effectiveness.
  • Execute and manage a wide range of projects, both in Operations and cross-functionally, to effect strategic improvement.
  • Evolve the current technical infrastructure to deliver higher levels of internal efficiency and customer self-service capability.
  • Prepare, create, and manage operational tracking and infrastructure used by the Operations team to drive performance.
  • Drive effective problem diagnosis, corrective action, and communication tasks among cross-functional teams (Support, Development, Product Management, Account Management).
  • Represent DrFirst when setting, managing, and delivering on our service level commitments with our largest customers.


Education and Skill Set:

  • At least 15 years’ experience in large-scale customer support management.
  • A track record of simplifying complex service requirements and delivering highly capable self-service support to a diverse set of customers.
  • Demonstrated ability to work with internal and external teams to deliver project commitments while meeting or exceeding expectations
  • Healthcare experience, specifically with Acute and Ambulatory provider organizations a plus.
  • Demonstrated success in establishing and maintaining credibility working with customers facing challenging situations.
  • Successful experience in building and managing cross-functional teams of at least 25 people.
  • A track record of process analysis, optimization, and change execution.
  • Previous experience working as part of a software development team.
  • Strong communications and leadership skills.
  • Facility with contemporary software project management tools and techniques,