The VP Client Operations (VPCO) is responsible for ensuring thorough and professional customer service delivery via externally facing program and project management teams that continually exceed the customer’s expectations.
The VPCO is responsible for the efficient and effective management of the client service function. In addition to managing the overall development of the service delivery professionals, the VPCO is responsible for promoting IntelliDyne services and offerings with their clients.
The VPCO evaluates the success of customer service delivery, service initiatives and tools on a regular basis and establishes goals for continual improvement. This position is also expected to develop and maintain key client relationships with appropriate senior level points of contacts.
Responsibilities include (but are not limited to):
- Acts as the primary escalation POC (Point of Contact) for the client and ensures follow-up through the successful completion of tasks assigned or accepted
- Meets regularly with the client to ensure personal interaction and appropriate prioritization of effort
- Manages service delivery professionals for all programs/contracts including those where IntelliDyne is a subcontractor
- Responsible for all activities relating to the creation and accomplishment of client satisfaction objectives, contract performance levels and other customer related objectives
- Leading, inspiring and engaging the client services delivery team with a focus on customer satisfaction, employee retention, team development and training
- Establishes responsibility for developing and attaining objectives, either corporate-driven or contract-driven, reporting regularly to executive management
Qualifications
- Bachelor’s degree in technology, information technology or business disciplines
- Current PMP (Project Management Professional) certification
- 5+ years’ experience in federal government contracting
- 10+ years’ experience in the IT (Information Technology) field
- 6+ years management experience
- Minimum of 3 years’ Profit & Loss accountability experience, reporting to senior management on the financial performance of a program, project or department
- Minimum of 3 years’ operational experience as the accountable party for a program or project reporting to senior management and client management on performance, adherence to schedule and problem resolution
