IMPACT Group · 1 week ago
Vice President, Service Delivery & Operations
Chesterfield, MO
Full-time
Hybrid
Director/Executive
8+ years expIMPACT Group is a certified woman-owned career coaching firm based in St. Louis, MO that focuses on relocation, leadership development, and outplacement solutions. The Vice President of Coaching Service Delivery and Operations is a key member of the executive team responsible for the profitable and scalable delivery of coaching solutions, overseeing performance and operational efficiency. This role demands strong business acumen and leadership to drive accountability and enhance service quality across the organization.
Career PlanningConsultingHuman Resources
Responsibilities
Lead and develop a globally dispersed service delivery organization of 250+ employees, including direct management of 5–7 people managers, setting clear expectations, driving accountability, and ensuring consistent performance across regions, functions, and time zones
Defines and advances a metrics-driven service delivery strategy with clear KPIs focused on user experience, profitability, quality, scalability and operational efficiency
Uses data and analytics to inform executive decision-making, resource allocation and long-term service delivery models
Provides clear, insight-based recommendations to support the company’s strategic vision and future direction
Own end-to-end service delivery and operational execution for greater than $15M in annual revenue, monitoring and improving profitability, efficiency, quality, and key operational metrics to ensure scalable, high-impact client outcomes
Ensures service delivery excellence for all coaching programs with a strong emphasis on measurable outcomes, service quality and profitability
Establishes and monitors KPIs related to utilization, productivity, cost-to-serve, turnaround time, and participant satisfaction
Leads coaching managers to achieve margin targets, financial performance expectations and operational goals
Owns full P&L responsibility for service delivery, including budgeting, forecasting, pricing inputs and margin optimization
Conducts regular financial and operational reviews, leveraging Excel based models to analyze trends, variances, capacity and resource utilization
Identifies opportunities to reduce operational costs while protecting or enhancing quality and participant satisfaction
Leads continuous improvement efforts using innovation frameworks or Lean/Agile methodologies to enhance efficiency and profitability
Oversees quality metrics and ensures transparency, accountability and continuous improvement cycles across all delivery functions
Works closely with sales, account management, and accounting to ensure profitable solution design, accurate scoping and cost discipline
Collaborates with IT to prioritize and implement technology enhancements that improve operational efficiency and participant experience
Leads, develops and scales high-performing teams across service delivery and operations, emphasizing data literacy, financial acumen and accountability
Ensures training programs incorporate measurable coaching standards, productivity targets and quality expectations
Promotes a culture that values transparency, meaningful metrics and continuous feedback
Demonstrates managerial courage while balancing business needs with a people centric leadership approach
Qualification
Required
Bachelor's degree in business, management, social/behavioral sciences or related field; Master's preferred
8+ years of progressive leadership experience in service delivery, operations, coaching, HR consulting or professional services
Experience managing large teams of 100+ including experience managing senior managers and middle managers
Operational execution experience with at least $8M+ annual revenue
Minimum 4 years at the Director or Senior Director level leading large, multi-disciplinary teams
Proven ownership of P&Ls and experience managing sizable departmental or business unit budgets
Global management experience and experience managing full-time employees, part-time employees and independent contractors
Exceptional analytical skills and advanced proficiency in Microsoft Excel (complex modeling, forecasting, pivot tables and data analysis)
Demonstrated success using metrics/KPIs to drive decision-making, improve efficiency and enhance margins
Experience with financial modeling, revenue/cost analysis, and margin improvement strategies
Strong background in operational excellence, including the application of Lean, Agile, Six Sigma or related methodologies
Ability to communicate complex financial and operational insights clearly and persuasively to executive and non-technical audiences
Outstanding change management skills with the ability to lead through ambiguity and fast-paced growth
Company
IMPACT Group
IMPACT Group specializes in relocation assistance, leadership development and outplacement services for businesses and individuals.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Lauren Herring
Chief Executive Officer
Eric Breuer
Chief Operating Officer
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