Vice President of Operations

Vice President of Operations – Tempe, AZ

Guided by long term growth and profitability objectives, this role develops the operational strategy and identifies the plans to implement and execute those strategies. This includes planning, organizing, directing and controlling the activities of the brick and mortar field operations, customer service and dispatch functions to meet service quality, P&L and labor performance targets. As a member of the executive leadership team, this role assists in strategic direction of the organization’s distribution operations.

Responsibilities include the following:

  • Oversees the human resources planning and selection activities and authorizes the implementation of significant plans to support the remote field locations, customer service and dispatch productivity and effectiveness. This includes being a mentor for other leaders and championing career tracks and training and development to ensure leadership readiness.
  • Directs the definition of strategic and tactical components of area and site level operations plans as well as customer service and dispatch operations, ensuring that strategies/plans are consistent with the company’s long-term growth and profitability objectives. Reviews key performance indicators on a regular basis to understand current state; redirects activities where necessary to increase effectiveness.
  • Provides leadership in the definition and establishment of operational standards, internal control mechanisms, key performance measures and standard operating procedures.
  • Provides leadership vision that balances efficiency with outstanding customer experiences. Defines standards and directs tactical plans in conjunction with the operations management team to achieve performance targets. Takes the lead to address, mitigate and resolve escalated issues. This may entail partnering closely with national clients to resolve conflicts.
  • Provides leadership vision and defines performance targets for site operations, customer service and dispatch that drive efficient, compliant and safe operations while managing costs. Establishes and reinforces a culture of excellence
  • Ensures effective systems and tools are utilized in brick and mortar, customer service and dispatch operational efforts. Leverages financials, key metrics, dashboards and other tools to measure the success of the various sites and operational functions; effectively collaborates with IT, finance, sales and HR to make prudent and educated operational adjustments.
  • Reviews and approves major projects involving significant changes within the various functional areas. This may include leading and orchestrating internal communications and training to ensure that fleet, inventory, procurement, IT, sales, account management, finance, network operations and other functions have the knowledge and resources necessary to effectively work with and support key projects and initiatives.
  • Oversees the development and approval of site operations, dispatch and customer service operating budgets. Analyzes and controls expenditures to conform to budgetary requirements.
  • Supports corporate growth strategies by partnering with other executive leaders to assess and effectively implement merger and acquisition activities that enable rapid enterprise growth. Leads and directs significant merger and acquisition initiatives.
  • Establishes and maintains relationships with industry influences and key strategic partners to promote business operations.

Required knowledge, skills and abilities to perform the role include the following:


Education, Work Experience or Related Experience:

  • A thorough knowledge and understanding of business administration as normally obtained through the completion of a Bachelor’s Degree in Business Management or a closely related field of study.
  • The ability to effectively establish an operational vision and strategy as normally obtained by a minimum of 10 years of proven success with progressively responsible, operations experience in which the incumbent formulated and implemented strategies and key initiatives
  • A minimum of eight years progressively responsible managerial experience is required that includes extensive experience overseeing a geographically diverse and multi-functional leadership team. Experience overseeing customer service and dispatch operations is strongly preferred
  • Experience in the healthcare or medical fields in which incumbents have gained an understanding of durable medical equipment, pharmacy or hospice operations is strongly preferred
  • Operational experience in a managed care or network management health care environment is strongly preferred

Specialized Knowledge, Skills & Abilities:

  • An awareness of trends and developments in the health and medical service industries and the ability to consider those present and future relationships to the organization
  • An expert knowledge of commonly used business management concepts and practices and the ability to develop a comprehensive operational strategy aligned with long-term objectives
  • An understanding of customer service and dispatch operations and metrics is required
  • A solid understanding of fleet management operations and safety is required
  • Exceptional and proven leadership skills are essential as evidenced by measurable operational impact through others. A collaborative approach to organizational management is essential
  • Demonstrated appropriate discretion with sensitive and confidential information when effecting or directing operations
  • A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to execution of resolution. Proven ability and expertise in implementing and institutionalizing operational initiatives with the ability to implement and manage comprehensive policies, programs and initiatives
  • Excellent negotiating, leadership, communication, presentation and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to navigate political arenas with ease as well as influence, persuade and negotiate with others while professionally representing the organization
  • A high level of deductive and inductive reasoning, critical thinking, financial analysis and information analysis, planning and organizational abilities are essential to consider business operations and potential opportunities while defining and projecting organizational needs as described. Must be able to make high impact decisions even at times when insufficient information is available

Physical Requirements and Demands:

  • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
  • Frequent overnight travel is regularly required

NOTE: To apply for this position, please send your resume and/or relevant work experience to careers@stateserv.com