If you're looking for an exciting career with one of the fastest growing, independent payroll companies in the country, with a team of motivated colleagues and proven leaders providing unlimited learning potential, then Dominion Payroll is where you want to be. To help us continue our growth, we're seeking an experienced VP/Director of Operations to join our highly skilled team. As an ideal candidate, you have strong operational and analytical skills, along with business acumen to bring together data, and problem-solving experience in a highly dynamic setting. Your organizational, communication, and leadership skills are second to none and you enjoy developing solutions that push innovative boundaries. You'll work closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success.

Objectives of this Role

• Collaborate with cross functional teams in the development of performance goals and long-term operational plans
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
• Set strategic goals to transform client experience, enhance business agility, and drive operational efficiency to align with SLA markers
• Work with managers in the development of financial and budgetary plans
• Analyze current operational processes and performance, recommending solutions for improvement

Responsibilities

• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for Client Experience delivery
• Build and maintain relationships with all internal stakeholders and external partners, and vendors to make decisions regarding operational activity and strategic goals
• Demonstrated ability to deeply analyze data and information, identify trends and problem statements, build innovative solutions and strategies, drive implementation and execution, and iterate
• Develop a continuous improvement cycle based on KPIs that demonstrate customer satisfaction across Client Service organizations
• Establish, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks
• Identify operational opportunities and build strategy and roadmap for improvement
• Cross train and develop a pipeline of technical expertise that will be required to meet long-term business objectives
• Assist management team in the creation of quality standards, performance improvement goals, and development of training programs
• Thrive in an ambiguous, fast-paced environment operating at both strategic and tactical levels
• Demonstrate collaboration and inclusion through hiring and promoting inclusive and diverse talent, encouraging all voices to be heard and valuing those voices, and serving as an example of leading a culture of belonging for others across our teams
• Passionate people manager who builds capabilities of individuals and teams through effective employee development, involvement, communication, and coaching

Key Skills And Qualifications

• Bachelors degree in business administration, operations, or software related field
• 10 years senior leadership role in the appropriate field
• 8 years of experience in a technology/finance company that builds their own solutions, service delivery, direct business management, and multiple technology domains
• Experience in roles where you were required to wear "multiple hats" and take on objectives outside of your core domain
• Call Center experience preferred
• Superior knowledge of multiple operational functions and principles, including finance, customer service, and employee management
• Must have experience developing end to end solutions and services
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Result oriented and has ability to manage multiple/competing priorities
• Strong working knowledge of data analysis and performance metrics using business management SaaS (working knowledge of outsourced solutions preferred but not required)
• Advanced skills and experience in the following areas are required:
  • SalesForce or similar
  • Microsoft Excel or Google Sheets
• Skills and domain knowledge in the following are useful and desired
  • SQL
  • Data Engineering, Data Management
  • Privacy and Security

Preferred Qualifications

• Experience with P&L responsibility required
• Dedication to identifying and communicating innovative ideas in a way that gains consensus and builds partnership
• Superior negotiation skills in both internal and external settings
• Masterful organizational, communication, and leadership skills, demonstrated by previous professional success