VP GM Operations

PURPOSE

The Vice President of Operations GM is accountable for and will plan direct coordinate and oversee operations activities for a specific program division in the organization. The Incumbent will ensure development and implementation of efficient operations and costeffective systems to meet current and future needs of the organization. The VP of Operations GM will partner with all departmental leaders working to provide conceptual and practical guidance to figureheads across the organization. The VP of Operations GM actively seeks and secures opportunities to grow and diversify the company and is the daily point of contact to a specified group of clients to whom the role is ultimately responsible for the achievement of program performance and results.

RESPONSIBILITIES AND DUTIES

• Daily empowered point of contact with the client
• Responsible for meeting business KPIs and development of business plans
• Responsible for a growing team of 300 Managers Team Leads and Agents generating over $17 million USD in revenue
• Maintain subject matter expertise of client contracts and invoicing process
• Oversee daytoday company operations
• Define and implement operations strategy structure and processes
• Participate in quarterly and annual budgeting process and P&L responsibilities
• Monitor performance to proactively identify efficiency issues and implement solutions
• Maintain a strong working knowledge of all phases of operations
• Coordinate support for operations from support functions within the business
• Interview hire train and mentor the operations management team
• Provide regular performance updates to the senior executive team
• Drive continuous operating improvements in partnership with Site Leadership
• Collaborate with Senior Management and Site Leadership to develop strategic growth plans
• Establish and grow a strong relationship with multiple senior client stakeholders
• Understand client compensation structure and implications of plan changes
• Proactively keep abreast of industry trends and share knowledge with team
• Mentor the team to maximize growth and harness the strengths and opportunities of each team
• Optimize revenue opportunities

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

Qualifications

• Bachelors degree in business or a related field
• 510 years Contact Centre operational leadership experience
• Multiteam management experience
• Previous P&L responsibility preferred
• Demonstrated project and budget management skills
• Direct client service management experience
• Proven solutions focused approach to all deliverables
• Mastery of communication skills and styles both written and verbal
• Demonstrated ability to lead and mentor team on developing lasting relationships
• Extensive understanding of the organizations business operations and industry
• Knowledgeable of emerging trends and industry practices
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problemsolving skills
• Proficient with Microsoft Office Suite or related software
• Clear Criminal Abstract

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race color religion sex sexual orientation gender identity national origin veteran status disability status age or any other status protected by law.

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Cloud5 is the leading communications technology and services provider to customer centric brands across the Americas. The companys fast reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5000 hotels MDUs and commercial facilities. Cloud5s awardwinning Contact Center combines innovation with skilled highlytenured agents to deliver sales and service that add value across any channel. The companys 24/7 Managed Services Division provides outsourced technical strategy management and monitoring to help customers control operating costs and free up internal resources.