VP, Operations

The Vice President (VP), Operations is a pivotal leadership role, responsible for overseeing technology, relocation, quality of services, and experience across Worldwide Health Systems. The VP, Operations will ensure operational excellence, lead business process optimization initiatives, and foster collaboration across the organization. This role is critical in driving organizational success, delivering exceptional service to clients, and maintaining the organization’s competitive edge in the healthcare staffing industry.

Leadership & Team Development

• Lead, build, and retain a high-performing operations teams focused on technology, customer, product, and revenue retention, product adoption, and expansion.
• Inspire and coach teams to reach their potential while aligning with company culture and values.
• Serve as a change agent to evolve the WorldWide Health organization to meet organizational goals and customer needs.

Customer Lifecycle Management

• Oversee all aspects of the customer lifecycle ensuring a consistent, value-driven experience.
• Define and implement strategies to enhance product and process adoption by internal WWHS teams to ensure customer satisfaction.
• Act as member of the senior leadership team, supporting client relationship development and issue resolution.

Revenue Management & Growth

• Proactively identify and mitigate revenue risks; drive strategies to reduce customer churn and decline.
• Collaborate with all MSG support teams including Finance to establish, monitor and report on leading indicators and success metrics.

Cross-Functional Collaboration

• Partner closely with the Sales organization to align strategic customer opportunities, expansion strategies, and support throughout the sales lifecycle.
• Work with Marketing, Human Resources and Information Technology teams and to align service delivery with operational and client needs.
• Coordinate between offshore and onshore teams to ensure all workflows and processes are optimized and all candidate touchpoints are efficient, effective, and consistent.

Customer Advocacy & Strategy

• Champion the voice of the customer internally, advocating for solutions that align with client goals and business outcomes.
• Create scalable success plans that support timely product adoption and long-term value realization.

• Bachelor’s degree in business, marketing, communications, or a related field; a master’s degree or MBA is preferred.
• Exceptional leadership and strategic thinking skills for leading large teams and developing client success strategies.
• Excellent communication and interpersonal skills for building executive-level client relationships.
• Strong problem-solving and decision-making abilities to address complex client issues.
• Proficiency in CRM software and client success technologies.
• Analytical skills to leverage data for strategic insights and drive client satisfaction and growth.
• Ability to foster a culture of excellence and continuous improvement.
• Extensive experience in client success or account management, with a proven track record of leading successful client engagement initiatives.
• Demonstrated ability to manage and grow executive-level client relationships.
• Experience in developing and executing client success strategies aligned with organizational goals.
• Proven track record of achieving performance goals related to client satisfaction, retention, and growth.
• Experience in cross-functional collaboration and influencing at the executive level.