VP, Delivery Operations

The VP of Operations is a strategic leadership role responsible for overseeing the entire client-facing delivery organization. This individual will manage all aspects of project execution, from initial strategy and design through development, quality assurance, and final delivery. Their primary goal is to drive operational excellence, ensure project profitability, and maintain the highest levels of client satisfaction, while also mentoring teams in the US / Colombia and contributing to the company's long-term growth and innovation.

Reports to: CEO

Direct Reports:

• Director of Project Delivery
• Director of Engineering
• Director of Design
• Director of Strategy
• Manager of Quality Assurance

Accountabilities

1. Lead and Manage Delivery Services

• Oversee all client-facing delivery functions, including Strategy, Design, Development, Project Management, and QA.
• Ensure the successful, on-time, and on-budget execution of all client projects from kickoff to completion.
• Standardize and optimize project delivery methodologies and processes across all departments.
• Foster a culture of accountability, continuous improvement, and operational excellence within the delivery teams.
• Serve as the executive sponsor for key client accounts, building and maintaining strong relationships.

2. Ensure Service Excellence & Client Satisfaction

• Develop and implement strategies to ensure an exceptional client experience and high levels of satisfaction.
• Establish a feedback loop with clients to proactively identify and resolve issues and opportunities.
• Monitor and analyze client satisfaction scores (CSAT/NPS) and project success metrics to drive improvements.
• Act as the final point of escalation for client-related issues and navigate complex situations with a solution-oriented approach.
• Drive a relentless focus on quality across all delivered work and technical solutions.

3. Optimize Operational Efficiency & Profitability

• Oversee resource planning and allocation to maximize utilization and project profitability.
• Analyze and report on key operational metrics to identify bottlenecks, streamline workflows, and improve productivity.
• Lead initiatives to automate processes and implement new tools to enhance efficiency and scalability.
• Develop and manage the annual operating budget for the delivery organization.
• Ensure a consistent and profitable project margin across all service offerings.

4. Talent Management & Development

• Lead, mentor, and coach the Directors of Engineering, Project Management, Design & Strategy, and QA.
• Attract, hire, and retain top talent for the delivery organization in both the Chicago and Medellín offices.
• Develop and implement career pathing, training programs, and performance management systems for all delivery staff.
• Build a cohesive, high-performing global team that thrives in a hybrid and multi-cultural environment.
• Manage a strong culture of professional growth and development, ensuring team members have the skills needed to succeed.

Key Metrics

• Project Gross Margin: Consistently meet or exceed target profitability across all projects.
• On-time & On-budget Delivery Rate: Maintain a high percentage of projects delivered on schedule and within the approved budget.
• Client Satisfaction / NPS: Achieve and maintain a target score for client satisfaction and likelihood to recommend.
• Resource Utilization Rate: Ensure the billable team's utilization meets or exceeds company targets.
• Employee Retention Rate (Delivery): Maintain a low turnover rate within the delivery organization.
• Number of Accountable Individuals: Ensure all key roles have a clear and measurable set of responsibilities.