Vice President Operations

GuardianVets; Chicago (IL); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Innovative culture

Job summary

A leading veterinary care company in Chicago seeks a Vice President of Operations to lead and scale their customer support team. The role requires strong leadership, data-driven decision-making, and experience managing call centers. Competitive compensation and growth opportunities are offered, along with a chance to shape the company's support operations.

Qualifications

• Proven success managing call centers or customer support operations in a high-volume environment.
• Strong leadership skills with a passion for coaching and developing people.
• Data-driven mindset with experience in KPIs and operational metrics.
• Thrives in a fast-moving, entrepreneurial setting with growth.
• Experience with call center platforms and workforce management is a plus.

Responsibilities

• Lead, coach, and inspire a team of customer service reps.
• Monitor KPIs like response time and customer satisfaction.
• Partner with product teams to enhance call center performance.
• Build training, QA, and reporting systems to keep the team sharp.
• Own staffing, scheduling, payroll, and workforce planning for coverage and efficiency.
• Drive continuous improvement and shape a high-growth culture.

Skills

Leadership skills

Data-driven mindset

Coaching and motivation

Call center management

KPI monitoring

Tools

Workforce management software

Telephony systems

Dashboards / BI tools

Job description

Overview

Get AI-powered advice on this job and more exclusive features. We are a rapidly scaling, tech-enabled business delivering veterinary care experiences. We are seeking a Vice President of Operations with significant call center or similar experience to lead our frontline team and help scale to the next level.

Responsibilities

• Lead, coach, and inspire a team of customer service reps and supervisors to deliver fast, reliable, and compassionate support
• Monitor KPIs like response time, call resolution, customer satisfaction, and agent utilization, making data-driven adjustments in real time
• Partner with product and technology teams to leverage call center tools to enhance performance
• Build training, QA, and reporting systems that keep the team sharp and engaged
• Own staffing, scheduling, payroll and workforce planning to ensure seamless coverage and efficiency
• Drive continuous improvement initiatives and help shape the culture of a high-growth organization

Qualifications

• Proven success managing call centers or customer support operations (preferably in a high-volume or tech-enabled environment)
• Strong leadership skills with a passion for coaching, motivating, and developing people
• Data-driven mindset: you live in dashboards, KPIs, and operational metrics
• Ability to thrive in a fast-moving, entrepreneurial environment where change is constant and growth is rapid
• Experience with modern call center platforms, workforce management, and telephony systems is a plus

Why Join Us

• Be part of a fast-growing company with a mission that matters and a culture built on innovation and impact
• Work with state-of-the-art technology that makes teams more effective and clients happier
• A chance to lead, shape, and scale an operation that’s already making waves in the industry
• Competitive compensation, growth opportunities, and the satisfaction of building something game-changing

If you’re a builder at heart and thrive on leading teams through growth, we’d love to hear from you!

Job Type: Full-time

Work Location: Strongly preferred to work in the office (La Grange, IL) or be able to regularly commute to office