VP of Operations.docx
VP of Operations
Department: Operations
Reports To: CEO
FLSA Status: Exempt
Employment Type: Full-Time
Position Overview
Chelsea Tech is a high-performance Managed Services Provider delivering white-glove IT and operational support to fast-paced professional environments. The VP of Operations is responsible for leading the company’s operational execution and ensuring service delivery teams, internal workflows, and support functions operate efficiently and consistently.
This role focuses on performance, process improvement, accountability, and scalability across day-to-day operations. The VP of Operations works closely with leadership to improve service quality, strengthen internal coordination, and ensure the business has the structure and discipline needed to support growth.
Key Responsibilities
Operational Leadership
- Lead day-to-day operations across service delivery and internal support functions
- Ensure teams are operating efficiently, consistently, and in alignment with company goals
- Translate strategic priorities into operational plans, workflows, and measurable outcomes
- Drive accountability across operational leaders and team managers
Service Delivery Oversight
- Partner with POD, service desk, dispatch, and field leadership to maintain strong service execution
- Monitor workflow, ticket activity, response times, escalations, and operational bottlenecks
- Ensure service delivery processes support client satisfaction, team productivity, and business standards
- Help maintain a high-performance, white-glove service culture across operations
Process Improvement & Scalability
- Evaluate operational processes, systems, and team structures to identify areas for improvement
- Develop and implement SOPs, reporting standards, and operational best practices
- Improve cross-functional coordination between service delivery, leadership, finance, HR, and administration
- Support operational planning and process design to help the business scale effectively
Performance Management
- Track operational KPIs and team performance metrics
- Hold managers accountable for execution, service quality, and follow-through
- Identify risks, gaps, and trends that impact operational health and business performance
- Provide leadership with visibility into operational priorities, challenges, and improvement opportunities
Client Experience & Retention
- Drive a consistent, high-value client experience across all touchpoints
- Partner with leadership on client strategy, reviews, and service improvement initiatives
- Support long-term client retention through service excellence and proactive engagement
Required Qualifications
- 7+ years of leadership experience in operations, service delivery, or business management
- Experience in an MSP, IT services company, or service-based organization strongly preferred
- Strong background in workflow management, process improvement, and team accountability
- Proven ability to lead managers and improve operational performance across multiple functions
- Strong communication, organizational, and decision-making skills
- Experience using KPIs and reporting to manage performance and improve execution
Preferred Experience
- Experience leading operations in a growing MSP or technology services environment
- Familiarity with ticketing systems, dispatch workflows, service delivery metrics, and escalation management
- Experience building processes, SOPs, and reporting structures to support scale
- Strong understanding of client service expectations in high-touch support environments
Core Competencies
- Operational Leadership
- Service Delivery Management
- Process Improvement
- Accountability
- Team Leadership
- Cross-Functional Coordination
- Problem Solving
- Performance Management
Success Indicators
- Operations run efficiently with clear structure and accountability
- Service delivery teams meet performance expectations and execute consistently
- Operational issues and bottlenecks are identified and resolved quickly
- Processes and workflows improve to support growth, quality, and scalability
- Leadership has strong visibility into operational performance and priorities
Equal Employment Opportunity Statement
Chelsea Tech is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local laws.
