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VP Client Operations & Service Delivery


The VP, Client Operations and Service Delivery for Company Partner Solutions is a client-facing leader responsible for all of the B2B professional services and software delivery for Company 's Partner Solutions enterprise clients including some of the largest financial services, communications, retail organizations and membership groups. These partner organizations offer their members and customers a variety of credit monitoring, reporting and identify theft protection solutions as either a member benefit or as a fee-based service. The VP partners with all Company Partner Solutions leadership and key matrix organization leadership to provide a strategic approach to B2B client management and service delivery as it relates to the Company Partner Solution 's white label and co-brand products. This dynamic leader enhances service quality for all products, strives for software delivery excellence, promotes high performance, drives accountability, and ensures processes and metrics support services and operations that enable the organization to meet its objectives and those of its consumers and clients.

The VP will be an active, day-to-day representative to the partner client for product delivery and production support and will maintain a highly responsive sales and service orientation in all interactions. The VP must be knowledgeable in both the client 's business and Company Consumer Service's (ECS) business.

The VP will be responsible for the management of all client service operations, solution consulting, planning and strategic direction resourcing client projects including pursuit of flexible resource models that enable Company Partner Solutions to scale up and down with client demand. The VP will also interface directly with the Product Management, Software Engineering and Marketing organizations to ensure clear roles and responsibilities and successful delivery of client solutions.

A proactive approach to service delivery and customer satisfaction with the use of technology, process automation and talent development is a key measurement of success. This role provides an exciting opportunity for hands-on leadership and direction of the Partner Solutions business and team by providing mentoring, performance and career direction. This individual will apply understanding of industry trends and business models, develop solutions and strategies, and drive sustained growth.

In the VP Customer Service Delivery and Operations role, ECS is looking to attract a senior executive with a broad set of skills in leading teams and a demonstrated ability to analyze, interpret, and consult with C- level clients using quantitative data, an extreme focus on service delivery results and a high service orientation.

Company Partner Solutions clients cover small to mid-size and up to large, national and international brands. These clients enroll tens of thousands to hundreds of thousands of its consumer customers to subscribe to a white label or co-branded solution providing credit reports, scores and/or identify theft protection.

The successful candidate will bring to this management position the skills that will enable him or her to develop the client services team necessary to consistently exceed customer expectations, grow the overall business and drive strategic long-term profitability. It is critical that candidates for this position have a track record in leading and developing an experienced organization in a related arena.

Duties and Responsibilities:
' Drive the various Client Services and client-facing functions that support existing and new client deliveries end to end '" from initial scoping and quoting through implementation and post-production application support (e.g. help desk). Post production support would also include service delivery and technical consulting for any new products or enhancements that the client purchases.
' Lead and develop key functional teams across sales engineering, technical consulting, project management, testing and production support.
' Assure service levels are met and customer satisfaction is exceeded '"while maintaining a view to win/win solutions that also benefit Company.
' Drive a client management function that consistently delivers excellence in several areas of the Company Partner Solutions business including:

o Ensures quality service is achieved through appropriate vetting of client partner requirements, scoping and pricing of the implementation as applicable.
o Leads projects successfully to completion
o Establishes and holds matrixed teams accountable to service level agreements
o On-boards and integrates new clients, and is collaborative and supports client marketing and customer acquisition efforts, which are critical to growing the partner base

' Provide operational expertise and strategic leadership, support, guidance and training to teams on all aspects of client projects
' Ensure alignment of teams across the broader matrix of Company to resourcing strategies and plans that are critical to success for Company Partner Solutions partners and clients.
' Drive resourcing activities by interfacing with operational teams, other Company business units and 3rd party service providers (as applicable) for successful selection, contracting and execution of tasks and activities while ensuring compliance with regulatory standards, ethical practices and procurement policies and procedures.
' The analysis, drafting and implementation of any outsourced contracts to support client projects (as applicable)
' Work closely with Company Partner Solutions Sales and Account Development to develop and manage of any RFP and bid activities including designation of SLAs
' Identify and implement productivity opportunities to automate steps in service delivery and increase business intelligence and reporting for client partners. This should include but not be limited to any cost savings and avoidance opportunities
' Regularly breaks down processes and methods to improve effectiveness, remove roadblocks, mitigates risks, and improve efficiencies in direct support of solutions delivered to the client 's membership and customers.
' Extensive experience building, coaching, motivating developing and managing high performance teams. The VP will scale the client services and operations team to address the commitments of the organization.

Knowledge, Experience & Qualifications:
Qualified candidates for the VP, Customer Service Delivery and Operations role should have a minimum of fifteen years of progressive management and leadership experience in B2B enterprise cloud or related software service delivery and/or client services/customer success, with preference for an individual who has displayed recent leadership within a progressive, results oriented growth company.

' Bachelor 's degree in business, computer science or equivalent. MBA preferred.
' Experience with B2B enterprise, Software as a Service / Cloud-based products and professional services
' Minimum 15 years leadership and management experience with technology, professional services or related organizations
' Minimum 3 years of experience successfully leading a Client Service Delivery team for
' Proven successes in software delivery including use of flexible resource models across a variety of skills from sales engineering, project management, QA automation, user acceptance testing, production support.
' enterprise clients
' Lean Six Sigma certification
' Candidate must possess strong and demonstrable analytical, interpersonal, and written and verbal communication skills.
' An 'in-the-trenches ', tactile executive who is willing to immerse him or herself in the business.
' A demonstrated ability to lead and motivate people to achieve results.
' An ability to organize and manage multiple priorities.
' Excellent human relations skills.
' Advanced organizational and project management skills.
' Advanced knowledge of consumer credit reporting.
' Advanced consultative selling skills.
' Advanced problem solving and analytical skills.

Industry:Internet / Online
Location:Austin, TX
* For qualified executives who are using Monster for their job search. You must be Director-level or above.

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