Vice President, Operations

The Vice President of Operations oversees service delivery across Premier and Dispatch Services, Project Management, and Systems Engineering. Reporting to the President, this role directly leads three functional leaders, setting priorities, establishing performance expectations, and holding each leader accountable for team execution and service quality, off hours coverage, and operational results.

The VP ensures work is appropriately prioritized, resourced, and delivered to client expectations while proactively creating standardization, managing project performance, operational risks, and cross-functional coordination. The VP will exercise independent decision-making authority over routine operational matters, staffing allocations, delivery priorities, and corrective actions within established company policies and financial authority limits.

The ideal candidate combines proven people leadership and sound operational judgment with a practical understanding of technical service delivery, including technology remediation, system conversions, and integrations. Dental technology experience is highly preferred but not required. This hands-on leader balances daily execution with developing and empowering managers to drive continuous improvement, scalable processes, and operational capabilities to support the company’s continued growth.

This role may sit hybrid in the West Chester, PA office or remote, with preference given to hybrid capability.

Duties and Responsibilities:

• Operational Leadership & Project Delivery
• Assume accountability for the operational performance of service delivery across Premier and Dispatch Services, Project Management, and Systems Engineering
• Ensure consistent and high service delivery quality, financial performance, resource utilization, client satisfaction, and adherence to all established service commitments

Establish consistent project planning and review practices, including pre-project readiness checks and regular monitoring of active and upcoming projects to identify risks, resolve roadblocks, and prevent delays

Ensure teams follow approved Statements of Work (SOWs), required testing procedures, delivery checklists, and closeout requirements, including documentation and customer sign-off

Establish quality assurance and corrective-action processes that identify recurring service failures, determine root causes, implement preventive measures, and hold departmental leadership accountable for sustained improvements

Scheduling, Resource Management & Prioritization

Own scheduling, resource allocation, workload balancing, and prioritization across operational teams, adjusting assignments and coverage as client needs and business priorities evolve

Ensure that after hours and weekend support and coverage is properly prepared for and staffed for all operational teams

Assess capacity and competing demands to ensure resources are aligned with commitments, utilization goals, and delivery timelines

Support the Manager of Systems Engineering to ensure traveling engineers are prepared for assigned work, review their schedules regularly, and communicate conflicts or resource constraints promptly through established management channels

• Maintain accountability for accurate and timely ConnectWise time and expense entry to support operational visibility and the company’s invoicing schedule
• Coordinate with the Dental Training team on scheduling and delivery dependencies
• SOW Oversight, Financial Discipline & Delivery Alignment
• Partner with executive leadership to establish and achieve operational financial targets, including departmental profitability, project margins, labor utilization, and cost control
• Ensure engineering teams develop SOWs and review proposed scope, estimated hours, resource availability, and delivery feasibility before submitting them for approval
• Ensure Project Management team accurately hands off approved SOWs for client delivery and that all cross-functional operations teams understand the agreed scope and commitments
• Compare actual project effort against quoted hours to identify variances, improve estimation accuracy, and address potential cost, capacity, or margin risks
• Escalate material scope changes, financial exposure, or commitments beyond established authority to the President with recommended actions
• Client Engagement & Escalation Management

Build and maintain trusted relationships with key client stakeholders, proactively reviewing service performance, addressing operational concerns, and identifying opportunities to improve customer satisfaction and long-term retention

• Participate in client discovery and active project calls as needed to clarify technical requirements, align delivery expectations, and support issue resolution
• Serve as the operational escalation point for issues that cannot be resolved by the appropriate manager or project leader, ensuring timely resolution and clear ownership
• Address delivery challenges, including scheduling conflicts, project delays, quality concerns, and client complaints, before they affect broader business performance
• Elevate significant client risks, strategic decisions, and cross-functional issues beyond the VP’s authority to the President with relevant context and recommended solutions
• Cross-Functional Collaboration & Operational Improvement
• Partner with the President, CIO, CTO, Help Desk, Sales, and Dental Training leadership to align priorities, coordinate handoffs, and resolve operational dependencies

Monitor and report on key operational measures, including project delivery, resource utilization, SOW accuracy, escalations, and process compliance, proactively communicating risks and capacity constraints to the President

Identify and implement improvements to processes, systems, and workflows that strengthen service quality, operational efficiency, and scalability as the company grows

Develop and implement scalable operational processes, automation, standardized workflows, and reporting systems to support company growth without proportionate increases in overhead or management complexity

People Leadership & Team Accountability

Lead and develop the three operational leaders responsible for Premier and Dispatch Services, Project Management, and Systems Engineering, establishing clear expectations, decision-making authority, and accountability for team performance

Translate company priorities into operational plans and clear assignments, ensuring teams have the staffing, skills, and resources needed to meet commitments

Conduct regular check-ins with direct reports to review performance, workload, project status, and emerging risks while coaching leaders in decision-making, employee development, and problem-solving

Foster a culture of ownership, proactive communication, collaboration, and continuous improvement

Additional duties as assigned

Requirements

• 8 - 10+ years of progressive experience in technology operations, professional services, technical service delivery, project delivery, or a related field
• Bachelor’s degree in Information Technology, Business, Operations Management, or a related field preferred; equivalent professional experience will be considered
• 5+ years of people management experience, including responsibility for leading multiple teams required; experience managing managers
• Experience in dental technology, dental practice management systems, dental imaging, or dental service organizations (DSOs) strongly preferred
• Demonstrated experience overseeing complex technical projects, service delivery operations, system implementations, or client-facing technology engagements
• Practical understanding of technology remediation, system conversions, integrations, and implementation processes
• Proven ability to manage competing priorities, allocate resources, resolve escalations, and maintain accountability across multiple teams
• Experience reviewing project scopes, estimating technical effort, monitoring project performance, and identifying delivery or financial risks
• Strong analytical, organizational, problem-solving, and decision-making skills
• Excellent communication skills and the ability to work effectively with technical teams, clients, and executive leadership
• Experience with ConnectWise or a comparable professional services automation (PSA), service management, or project management platform preferred