About The Position

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​GEM is seeking an executive leader with outstanding operational, organizational, and leadership skills that has the ability to develop innovative solutions while clearly communicating them empathetically. The VP of Operations is not just highly systematic but has an investigative and inquisitive mind. They must maintain the highest quality standards in leadership and communication. In addition, having the experience necessary to set long-term operational strategies, based on the vision of the CEO, for where the organization is going and how to make things click is imperative. 

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This position must be a utility player. The VP of Operations needs to embrace the gritty start-up mindset needed to scale, but equalize that with an executive viewpoint. They must balance broader operational needs with the very tactical items (resources, processes, delivery, training, etc.) as well as the strategic aspects (profitability, resilience, growth) of the company’s needs. In other words, the position needs to be an operational jack of all trades within the company, in a very positive sense.

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The VP of Operations needs to champion understanding everything from employee relations to delivery. They need to be passionate about developing a sophisticated understanding of how people and systems fit together. Also, they must be able to maintain a strong focus on core values and support cultural shifts as they occur. 

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This position is the bridge between various functional teams, which include sales, project management, marketing, design, communication, and delivery to the end customers. 

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A focal point must be a clear and kind verbal and written communicator that gets the message across in the best way possible. They need to be able to naturally rally employees together, help foster stronger integration between those teams, and encourage their colleagues to adopt new processes. Kind clarity and understanding should be one of the top priorities to help consistently deliver a best-in-class service.

Position Description

 

Internal / Operations

 

• Interface with internal and external stakeholders, vendors, and cross-functional partners to help define the timeline and execution of projects.

• Determine current and future operational opportunities that can provide short- and long-term growth.

• Establish quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identify opportunities for improvement.

• Review, analyze, evaluate, and contribute to business procedures.

• Support the building or outsourcing of tools to assist in or streamline internal processes.

• Coordinate and recap weekly internal team and leadership meetings to discuss present and future issues/updates/needs.

• Execute solutions to resolve issues.

• Work with outside legal counsel/advisors as directed by the CEO involving legal matters and contracts.

• Work with the CEO and Vice President of Communication on all employee benefit matters.

• Oversees facility leases, construction, renegotiations, relocations, etc. related to maintaining adequate office space required to achieve the organization’s goals.

• Provides oversight for organizational risk management/ liability reduction via implementation and oversight of the insurance packages (liability, umbrella, etc.)

• Ensure that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities are in line with the organization's business plan and vision.

• Interpret business challenges, create process mapping, analyze potential improvements, and translate these into best practices, solutions, and KPIs.

• Manage and organize internal storage, Google Drive, internal and external documents and folders.

• Perform other duties and responsibilities as assigned.

 

Communication:

 

• Implement policies and procedures alongside the Vice President of Communication that will improve day-to-day operations.

• Ideate, communicate and explain new directives, policies, or procedures to managers; for major changes, meet with the leadership team to plan explanations to the entire staff, answer questions, and maintain morale.

 

Finance:

 

• Manage scope and process to ensure the team is funded

• Strive to help the agency reach 75% billable.

• Work with leadership on monthly financial updates.

• Optimize funding/utilization based on monthly reports.

• Participate in departmental and expense budget development, implementation, and revenue forecasting.

• Plan, direct, control, implement, evaluate, monitor, and forecast budgets and cost in each department to achieve financial objectives.

• Develop operational plans tied to the annual budget and strategic plan.

 

Project Management:

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• Assist with the development of Project Schedules, incorporating dates and times for decisions, availability of deliverables needs.

• Oversee each department, guiding the project managers to ensure each is reaching goals set by clients, departmental and company leadership.

• Ability to run and teach how to numerous concurrent projects, partner with multiple customers, and build consensus. 

• Own and run our workflow software, processes, adhere to company organizational standards, and deliver reports on time tracking and health of clients to the company leadership team.

 

Staff & Supervisory Responsibilities:

 

• Oversees and manages the Operations, Quality, Maintenance, Transportation, Planning and Engineering departments of the organization.

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance and disciplining employees.

• Help onboard new team members and Clients

• Deploy training to improve overall productivity (e.g. brief training)

• Schedule and participate in ongoing best practices forums

• Improve customer service and satisfaction through policy and procedural changes alongside the Vice President of Communication. 

• Help implement new roles or ways of working to meet client needs.

• Oversee talent acquisition planning, execution, and vendors with a budget and revenue focus. 

• Serves as coordinator of all training programs, including onboarding, positional training, and advanced training.

• Maintain open, honest and transparent communication with associates at all levels through regularly scheduled area meetings, one-on-one meetings with direct reports, skip-level meetings and various other effective communication methods

• Be a collaborative leader, capable of driving internal & external stakeholders to consensus while balancing projects needs with longer-term relationship objectives

• Lead with confidence and with little supervision

• An innate ability to establish relationships and cultivate effective collaboration across wide groups of people

• Great communication that allows you to interact with a diverse set of partners and teammates

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