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Vice President, Coaching Service Delivery & Operations
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Job Description
- Strategic Leadership & Executive Team Participation
- Defines and advances a metrics-driven service delivery strategy with clear KPIs focused on user experience, profitability, quality, scalability and operational efficiency.
- Uses data and analytics to inform executive decision-making, resource allocation and long-term service delivery models.
- Provides clear, insight-based recommendations to support the company’s strategic vision and future direction.
- Service Delivery Leadership Across Relocation, Outplacement and Leadership Development Coaching
- Ensures service delivery excellence for all coaching programs with a strong emphasis on measurable outcomes, service quality and profitability.
- Establishes and monitors KPIs related to utilization, productivity, cost-to-serve, turnaround time, and participant satisfaction.
- Leads coaching managers to achieve margin targets, financial performance expectations and operational goals.
- Operational Leadership, Profitability & Continuous Improvement
- Owns full P&L responsibility for service delivery, including budgeting, forecasting, pricing inputs and margin optimization.
- Conducts regular financial and operational reviews, leveraging Excel based models to analyze trends, variances, capacity and resource utilization.
- Identifies opportunities to reduce operational costs while protecting or enhancing quality and participant satisfaction.
- Leads continuous improvement efforts using innovation frameworks or Lean/Agile methodologies to enhance efficiency and profitability.
- Oversees quality metrics and ensures transparency, accountability and continuous improvement cycles across all delivery functions.
- Cross-Functional Partnership
- Works closely with sales, account management, and accounting to ensure profitable solution design, accurate scoping and cost discipline.
- Collaborates with IT to prioritize and implement technology enhancements that improve operational efficiency and participant experience.
- Team Leadership, Culture, & Talent Development
- Leads, develops and scales high-performing teams across service delivery and operations, emphasizing data literacy, financial acumen and accountability.
- Ensures training programs incorporate measurable coaching standards, productivity targets and quality expectations.
- Promotes a culture that values transparency, meaningful metrics and continuous feedback.
- Demonstrates managerial courage while balancing business needs with a people centric leadership approach.
- Bachelor’s degree in business, management, social/behavioral sciences or related field; Master’s preferred.
- 8+ years of progressive leadership experience in service delivery, operations, coaching, HR consulting or professional services.
- Minimum 2 years at the Director or Senior Director level leading large, multi-disciplinary teams.
- Proven ownership of P&Ls and experience managing sizable departmental or business unit budgets.
- Global management experience and experience managing full-time employees, part-time employees and independent contractors.
- Exceptional analytical skills and advanced proficiency in Microsoft Excel (complex modeling, forecasting, pivot tables and data analysis).
- Demonstrated success using metrics/KPIs to drive decision-making, improve efficiency and enhance margins.
- Experience with financial modeling, revenue/cost analysis, and margin improvement strategies.
- Strong background in operational excellence, including the application of Lean, Agile, Six Sigma or related methodologies.
- Ability to communicate complex financial and operational insights clearly and persuasively to executive and non technical audiences.
- Outstanding change management skills with the ability to lead through ambiguity and fast-paced growth.
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