Associate Vice President, Service Excellence - Channel Partner

The Associate Vice President (AVP), Service Excellence - Channel Partner, is responsible for managing day-to-day service execution and operational performance for an assigned portfolio of Channel Partner accounts. Reporting to the Senior Vice President for Service Excellence, the AVP executes established service strategies, monitors operational performance, identifies trends and service gaps, and coordinates corrective actions with internal teams, channel partners, and subcontractors.

This position serves as an operational liaison for assigned Channel Partners and provides data, analysis, and recommendations to senior leadership regarding service performance, resource needs, process improvements, and partner concerns. Material contractual, financial, strategic, and customer-impacting decisions are escalated to the SVP for Service Excellence or appropriate leadership.

This role requires a hands-on, data-driven leader who can effectively coordinate distributed operations, develop actionable insights from operational data, support teams in meeting established performance expectations, and drives continuous improvement within a assigned area of responsibility.

Remote based position with a requirement to travel up to 50% of the time. Must be located within the contiguous United States and local to an airport in order to meet the travel requirement.

Manage day-to-day service delivery and operational performance for an assigned portfolio of channel partners accounts in accordance with established Service Excellence strategies, policies, and performance expectations.
• Monitor service performance against established service level agreements (SLAs), key performance indicators (KPIs), contractual requirements, and internal operating standards.
• Identify service performance gaps and coordinate corrective actions with internal teams, Channel Partners, subcontractors, and other stakeholders. Track operational and contractual service requirements for assigned accounts and escalate significant compliance, contractual, financial, or customer-impacting risks to the Senior Vice President for Service Excellence.
• Serve as an operational point of contact for routine service delivery issues and escalations within the assigned portfolio, coordinating resolution across appropriate functional teams.
• Escalate significant or recurring partner concerns, contractual disputes, material service failures, and matters requiring strategic or executive-level decisions to senior leadership.
• Analyze operational data to identify performance trends, recurring service issues, resource constraints, root causes, and opportunities for improvement.
• Develop and maintain operational dashboards, scorecards, reports, and performance metrics using Microsoft Power BI, Excel, and other available reporting tools.
• Provide Service Excellence leadership with regular reporting and analysis regarding service performance, emerging risks, operational trends, and recommended actions.
• Support quarterly and other recurring Channel Partner business reviews by preparing service performance data, identifying key trends, documenting action items, and coordinating follow-up activities.
• Partner with Channel Partner Sales and other internal stakeholders to support partner retention efforts through consistent service execution and timely resolution of operational concerns.
• Maintain productive working relationships with assigned Channel Partners and serve as a resource regarding day-to-day service delivery matters.
• Assess operational workflows, staffing utilization, scheduling requirements, and training needs within the assigned portfolio and provide recommendations to Service Excellence leadership.
• Coordinate resource and scheduling requirements for assigned Channel Partner accounts within established staffing plans, budgets, and organizational priorities.
• Work collaboratively with field operations, technical support, sales, implementation, training, and other functional teams to address operational issues affecting Channel Partner service delivery.
• Identify opportunities to improve operational efficiency, service quality, consistency, and partner experience through data analysis and continuous improvement methodologies.
• Recommend process improvements to Service Excellence leadership and coordinate implementation of approved changes.
• Measure and report on the effectiveness of implemented process improvements and corrective action plans.
• Document and maintain standard operating procedures, workflows, process documentation, and other materials supporting Channel Partner service delivery.
• Provide operational data, service requirements, and subject matter input to support proposals, renewals, partner agreements, and other business initiatives as requested.
• Support the implementation of new or revised Channel Partner programs, operational requirements, processes, and service initiatives.
• Provide day-to-day leadership, coaching, and performance feedback to assigned employees, as applicable, consistent with established organizational policies and leadership direction.
• Support employee development by identifying training opportunities, reinforcing established performance expectations, and assisting employees in resolving operational challenges.
• Partner with senior leadership on significant employee relations, staffing, organizational, disciplinary, compensation, and other personnel decisions in accordance with established company processes.
• Support Service Excellence onboarding and training of new site technicians by developing job-related content, identifying operational training needs, and assisting with training events.
• Apply data analytics, continuous improvement practices, and systems-thinking principles to identify opportunities to improve service delivery and operational performance.
• Utilize available technology, including Microsoft Power BI, Microsoft Copilot, and other approved AI-enabled productivity tools, to improve reporting, analysis, documentation, and operational efficiency.
• Maintain knowledge of Service Excellence policies, Channel Partner requirements, operating procedures, and applicable contractual service expectations.
• Travel to Channel Partner and customer locations as necessary to support service reviews, operational assessments, issue resolution, training, and other business needs.
• Perform other duties consistent with the scope and level of the position as assigned.

• Bachelor's degree from an accredited college or university in business administration, operations management, technology, or a related discipline, or equivalent combination of education and relevant professional experience.
• 10 years of progressive experience in operations, service delivery, field services, customer operations, correctional operations, or a related discipline.
• 5 years of experience leading employees, teams, projects, or operational functions, preferably within a geographically distributed or virtual operating environment.
• Experience working in the corrections industry or with organizations that provide technology, services, or solutions to correctional agencies is preferred.
• Experience supporting Channel Partners, third-party service providers, subcontractors, strategic customers, or other external business relationships preferred. Demonstrated experience monitoring operational performance against established service levels, key performance indicators, or contractual requirements.
• Experience using operational data to identify trends, diagnose performance issues, and recommend corrective actions or process improvements.
• Strong operational management skills with the ability to coordinate multiple priorities across geographically distributed teams and business partners.
• Demonstrated ability to execute established strategies and translate organizational priorities into effective operational actions.
• Strong analytical and problem-solving skills with the ability to identify root causes, evaluate alternatives, and develop practical recommendations.
• Ability to interpret operational data and communicate findings, risks, trends, and recommendations clearly to leadership and other stakeholders.
• Strong working knowledge of Microsoft Excel and other Microsoft Office applications.
• Proficiency with Microsoft Power BI, including the ability to use dashboards and reporting tools to monitor and communicate operational performance.
• Familiarity with Microsoft Copilot and other approved AI-enabled productivity tools.
• Strong systems-thinking capabilities and an understanding of how processes, resources, technology, and organizational dependencies affect service delivery.
• Knowledge of continuous improvement concepts and methodologies.
• Lean Six Sigma certification or demonstrated experience applying Lean, Six Sigma, or comparable continuous improvement methodologies preferred.
• Experience developing or improving operational processes, workflows, standard operating procedures, and performance measures.
• Strong written, verbal, interpersonal, and presentation skills.
• Ability to communicate effectively with employees, management, Channel Partners, subcontractors, customers, and cross-functional stakeholders.
• Strong organizational and planning skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Ability to influence and coordinate outcomes across teams without relying solely on direct reporting relationships.
• Demonstrated ability to build productive working relationships while maintaining accountability for established service expectations.
• Ability to exercise sound judgment within established policies, procedures, operational standards, and delegated authority.
• Ability to recognize matters requiring senior-level review and escalate them appropriately.
• Experience developing training materials, operational documentation, or employee development resources preferred.
• Ability and willingness to travel up to 50% based on business needs.

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath's commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance - Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) - Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) - Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) - Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance - Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) - Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources - Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.