VP - Operations, USA

It’s never been a more exciting time to join Vistra. 

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction.

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But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that. 

We have an exciting opportunity for you to join our team as VP– Operations, USA. Reporting to the EVP of Global Delivery & Operational Excellence, this full-time and permanent position is based in United States and offers regional coverage, allowing you to make a significant impact to our Global Delivery & Operational Excellence Department and it’s growth.

Purpose of Role

The Vice President - Operations, USA is a new role for Vistra in the key growth market of the US, playing a critical role in driving operational excellence and ensuring seamless service delivery to Vistra’s US clients. The US VP - Operations, USA will act as a key liaison between the US team and Vistra’s international operations, ensuring proactive collaboration, alignment, efficiency, and customer satisfaction.

Scope

This executive will be responsible for overseeing day-to-day operations in the US, acting as a key interface between the US team and delivery interfaces across Global Practice and Global Delivery Hub managers and teams in Vistra’s multiple delivery markets to ensure efficient, smooth service delivery to US clients. The VP - Operations, US will work closely with the Operational Excellence team, in particular the Process Excellence team and Intelligent Automation team, with a view to diagnosing root causes of service delivery friction points; implementing effective, harmonised processes and SOPs; optimizing the service delivery model; and implementing effective workflow management and automation solutions. This role requires a highly experienced leader with a strong operational background, exceptional problem-solving skills, and the ability to foster collaboration across diverse and global teams.

Key Responsibilities

1.         Service Delivery Ownership:

• Act as the primary point of accountability for escalating and resolving service delivery issues faced by the US team in collaboration with global colleagues.
• Develop and implement strategies to improve cross-border operational efficiency and ensure consistent service quality.
• Ensure we continue to advance our existing service delivery capabilities, while collaborating with others to drive improvements.

2.         Operational Strategy & Execution:

• Verify, enhance, and support the execution of operational strategies that align with Vistra’s current and planned global operations processes, and support the US market’s growth objectives.
• Work with the Operational Excellence team and global colleagues to streamline and harmonise processes, reduce inefficiencies, adopt and implement intelligent automation and AI capabilities and ensure scalability to meet increasing demand.

3.         Cross-Functional Collaboration:

• Foster strong relationships with both the US and international teams to ensure alignment on service delivery standards, processes, and timelines.

• Act as a bridge between the US team and global operations, ensuring clear and timely communication and issue resolution.
• Work as part of the global operations team to implement the Global Operating Platform model and embed these principles and practices within the US in collaboration with US colleagues.

4.         Performance Monitoring & Improvement:

• Support the establishment, active monitoring and action-oriented root cause analysis of key performance indicators (KPIs) to measure and optimize operational effectiveness and service delivery quality.
• Identify areas for improvement and implement corrective actions to enhance performance.

5.         Team Leadership & Development:

• In line with local delivery requirements, build, lead, and mentor a high-performing operations team, working closely with offshore delivery teams, both in-market and in Global Delivery Hubs, fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure the local delivery team is equipped with the tools, training, and resources needed to succeed.

6.         Operating Revenue, Customer & Stakeholder Management:

• Work closely with internal and external stakeholders to ensure customer satisfaction and operational excellence.
• Actively own and optimize client retention and operating revenue expansion.
• Ensure revenue attainment and timely billing of operating revenues and annual price increases.
• Address escalated client issues related to service delivery and ensure timely resolution.
• Track issues through to ensuring that the resolution is recorded and noted for future application.

Key Metrics for Success:

1. Service Delivery Resolution Time:

• Track all details of known service delivery issues presented to and impacting the US client base.
• Measure the average time taken to resolve service delivery issues reported by the US team in collaboration with global colleagues.
• Target: Reduce resolution time by 20% within the first year.

2. Operational Efficiency:

• Track process efficiency improvements (e.g., reduced turnaround times, potential renewal cost savings, or increased throughput). Target: Achieve 5% improvement in operational efficiency metrics.

3. Customer Satisfaction (NPS) Score:

• Monitor customer satisfaction scores related to service delivery and operational performance. Target: Maintain or improve the US client NPS score from baseline by 5%.

4. Cross-Border Collaboration Effectiveness:

• Evaluate the effectiveness of collaboration between the US team and global colleagues through feedback and issue resolution rates.
• Target: Achieve 5% positive feedback improvement on collaboration effectiveness.

Attributes/Technical Skills

• Strong leadership, communication, and interpersonal skills with the ability to influence and collaborate across cultures.
• Experience in scaling operations and managing cross-functional teams in a fast-paced environment.
• Lean Six Sigma certification or related experience would be a meaningful plus.

Relevant Experience

• 10+ years of experience in operations leadership, preferably in a global or multi-national organization.
• Proven track record of resolving complex service delivery issues and driving towards operational excellence.

Education and Professional Qualification

• Bachelor’s degree in business, Operations, or a related field.
• MBA or advanced degree preferred.

Company Benefits

• Unlimited PTO
• Medical PPO Plan
• 401k Plan with Employer Match
• Paid Parental Leave (All Gender)
• Voluntary Benefits (Pet Insurance, Legal, more)
• Hybrid / Remote Flexibility depending on role

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!