Vice President, Operations

  • Job Tracking ID: 512285-653559
  • Job Location: Rochester, NY
    Atlanta, GA 30350
  • Job Level: Executive
  • Level of Education: BA/BS
  • Job Type: Full-Time/Regular
  • Date Updated: October 15, 2018
  • Years of Experience: More Than 15 Years
  • Starting Date: ASAP



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Job Description:

The VP of Operations will have proven experience in leadership and management with an established Managed Services organization. Calero is seeking someone who has that 'roll up your sleeves', hands-on and get involved attitude for this role. You will be required to have an intimate knowledge of a client services/managed services/help desk division. The successful incumbant will be involved in strategic planning and goal-setting, as well as for directing the operations of the company to support its goals.

Your responsibilities surround, but are not limited to the following:

  • Leadership and management for Operations Managers and Team Leads where you will provide them with direction on staffing, goal and objective setting and achievement
  • Fostering a culture aimed at accountability, engagement, continuous improvement and business objectives
  • Strategizing, designing and implementing key initiatives and programs
  • Developing and directing the management of the Operations team to ensure the highest level of customer satisfaction through improved efficiencies
  • Assessing the present state of transactional capabilities, ultimately developing a strategic plan for long-term scalable capabilities
  • Interaction regularly with the Executive team as well as the individual department heads to ensure that the operational priorities are aligned with the total company direction

Experience and Skills:

Candidates should possess a Bachelors' Degree in Business Administration or a related field; an MBA is preferred.

You are required to have at least 15 years of customer support experience with a proven success record working with top-tier software and managed services business solutions organizations, along with 7+ years of management experience in a managed services/global support environment.

Be able to speak to your experience and focus on the delivery of exceptional customer service experiences through a consultative, relationship-building approach.

Possess knowledge in, and experience with developing KPIs and the implementation of metrics to improve employee efficiency.

Demonstrate the practical application of Lean/Six Sigma principles within a Services organzation.