(Closed)Athens Services
Vice President Operations, Customer Experience & Sales (City of Industry)
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- United States
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- United States
About
Please read the following job description thoroughly to ensure you are the right fit for this role before applying.
Position Summary:
The Vice President, Operations, Customer Experience and Sales provides executive leadership and strategic direction across the company’s customer-facing functions, including sales, customer experience, and operational performance. Reporting directly to the Senior Executive Vice President of Operations, this role is critical in aligning customer satisfaction, revenue growth, and operational excellence to drive business success. This position combines oversight of customer experience and operational initiatives with leadership of the sales function to ensure profitable growth, high customer loyalty, and seamless service delivery. The ideal candidate is a dynamic and results-oriented leader who excels at cross-functional collaboration, building high-performing teams, and translating strategic goals into actionable plans.
Essential Job Functions:
Strategic Leadership: Drive the company’s integrated strategy for customer experience, operations, and sales, ensuring alignment with long-term business objectives and revenue targets. Identify and capitalize on market opportunities to increase sales, improve customer retention, and gain competitive advantage. Build and maintain relationships with key stakeholders, including regulatory bodies, municipal leaders, strategic partners, and major clients to support business development and expansion. Lead the transformation of customer experience and operational strategies, with a focus on innovation, service excellence, and customer loyalty.
Sales Leadership: Provide strategic direction and oversight of the sales function to drive revenue growth and market expansion. Establish sales goals, KPIs, and performance metrics in alignment with corporate objectives. Develop and implement sales strategies to penetrate new markets, enhance customer relationships, and grow existing accounts. Coach and support sales leadership in building high-performing, customer-focused sales teams. Ensure integration of sales efforts with customer experience initiatives to promote consistent messaging and service delivery across all touchpoints.
Operational Oversight: Oversee operational performance to ensure efficiency, quality, and alignment with customer-first principles. Champion process improvements, service delivery enhancements, and proactive issue resolution. Align operational strategies with customer experience goals to ensure consistent and superior service. Optimize resource allocation to improve service outcomes and cost efficiency.
Customer Experience: Lead enterprise-wide efforts to elevate the customer journey through streamlined processes, effective communication, and personalized service. Implement systems and feedback loops to track, assess, and enhance customer satisfaction. Foster a culture centered on the customer by aligning internal teams around shared goals and metrics.
Team Management: Lead cross-functional teams across sales, customer experience, and operations with a focus on accountability, engagement, and continuous improvement. Attract, develop, and retain top talent across all functions, with an emphasis on leadership development and succession planning. Provide coaching and performance management to ensure team alignment with organizational goals.
Financial Performance: Own financial performance related to sales revenue, operational costs, and customer experience investments. Use financial analysis to guide strategic decisions that enhance profitability and ROI. Align budgets and forecasts with business priorities and performance targets.
Innovation and Technology: Leverage technology and digital platforms to improve customer engagement, sales processes, and operational efficiency. Champion the adoption of innovative tools that enhance service delivery and team productivity.
Compliance and Risk Management: Ensure compliance with industry regulations, internal policies, and ethical standards across all functions. Manage operational and reputational risk through strong governance and proactive issue management.
Communication and Reporting: Report regularly to senior leadership, the Board of Directors, and key stakeholders on performance, strategy, and outcomes. Translate complex data into actionable insights to support decision-making and strategic planning.
Market and Customer Insights: Monitor industry trends, customer feedback, and competitive positioning to refine strategy and identify growth opportunities. Lead efforts to gather and analyze customer and market intelligence to inform strategic direction.
Leadership and Values: Champion a customer-centric, performance-driven culture rooted in collaboration, innovation, and accountability. Foster an inclusive, transparent, and respectful environment that encourages continuous improvement and team success. Serve as a role model for company values in all internal and external engagements.
Qualifications: Bachelor's degree in business administration, finance, or a related field; MBA or advanced degree preferred. 10+ years of leadership experience in Operations, with a proven track record of success in senior leadership roles, focusing on P&L management and financial performance optimization. Strong financial acumen, including financial analysis, budgeting, forecasting, and performance analysis. Excellent strategic thinking and problem-solving skills, with the ability to translate high level goals into actionable plans and initiatives. Proven ability to drive strategic initiatives and achieve financial and operational goals. Exceptional leadership, communication, and organizational skills, with a track record of developing and motivating high-performing teams. Demonstrated ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and driving results under pressure. Knowledge of industry trends, market dynamics, regulatory requirements, and relevant industry trends.
Preferred: Bilingual (English/Spanish). Background in Lean management and Six Sigma. Previous experience in the waste-recycling or transportation industries.
Nice-to-have skills
- Six Sigma
Work experience
- General Management
Languages
- English