Job Role Description

Customer Service > Vice President of Operations

Salary National Average

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127440.0000 172510.0000 204350.0000

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Short Description:

The Vice President of Operations oversees day-to-day operations to support the growth and add to an organization's bottom line. They focus on strategic planning and goal-setting, and direct the company's operations to support its goals. The VP of Operations keeps the entire organization on track by measuring progress and adjusting processes accordingly.

Duties / Responsibilities:

  • Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations.
  • Develop and direct the management of the company's remote fulfillment/distribution center to ensure fast order processing, accurate inventory control, proper and timely receipt/stocking of goods, cost-efficient shipping direct to customers, and adequate returns processing. 
  • Manage logistics and outbound transportation processes, and negotiate parcel freight programs. 
  • Implement improved strategies and management methods to generate higher ROI and workflow optimization.
  • Develop and direct the management of the customer call center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through promotional programs and improved employee product knowledge and training. Implement processes and systems that will generate higher productivity and revenues.
  • Develop and direct the management of the information technology department to ensure that all operating systems are evaluated for proper operation, relevance, and utilization. 
  • Select and maintain order management systems, data warehousing, and e-commerce infrastructure and manage web development. Oversee all company telecommunication systems and support.
  • Ensure the company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities, and substantial ROI.
  • Interact regularly with the executive team and individual department heads to ensure that the company's operational priorities align with the company's direction.
  • Continually investigate and introduce process improvement measures and present suggestions to the CEO.
  • Participate in vendor negotiations to ensure product relevance and cost efficiency.

Skills / Requirements / Qualifications

  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Coordination: Adjusting actions concerning others' actions.
  • Monitoring: Monitoring/assessing the performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Speaking: Talking to others to convey information effectively.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.
  • Time Management: Managing one's own time and the time of others.
  • Negotiation: Bringing others together and trying to reconcile differences.
  • Active Learning: Understanding new information's implications for current and future problem-solving and decision-making.
  • Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Management of Material Resources: Obtaining and seeing the appropriate equipment, facilities, and materials needed for specific work.
  • Service Orientation: Actively looking for ways to help people.
  • Writing: Communicating effectively in writing as appropriate for the audience's needs.
  • Instructing: Teaching others how to do something.
  • Management of Financial Resources: Determine budgets, spending, and accounting for these expenditures.
  • Learning Strategies: Selecting and using appropriate training/instructional methods and procedures when learning or teaching new things.
  • Systems Analysis: Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
  • Systems Evaluation: Identifying measures or indicators of system performance and the actions needed to improve or correct performance relative to the system's goals.

Job Zones

Title: Job Zone Four: Considerable Preparation Needed

Education: Most of these occupations require a four-year bachelor's degree, but some do not.

Related Experience: A considerable amount of work-related skill, knowledge, or experience is needed for these occupations. For example, an accountant must complete four years of college and work for several years in accounting to be considered qualified.

Job Training: Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.

Job Zone Examples: Many of these occupations involve coordinating, supervising, managing, or training others. Examples include accountants, sales managers, database administrators, teachers, chemists, art directors, and cost estimators.

SVP Range: (7.0 to < 8.0)

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