Vice President of Operations

Vice President of Operations

Department: Operations

Location: Remote, United States

Work Schedule: Full-time, Monday through Friday, eight hours daily aligned with Pacific Time

Reports To: Chief Operating Officer (COO) / EOS Integrator

Direct Reports: Director of Interpretation, Director of Translation, Vendor Manager

Employment Type: Full-Time

Position Overview

Our client is seeking an experienced Vice President of Operations to lead the performance, profitability, quality, and scalability of our Interpreting, Translation, and Vendor Management departments. We provide interpreting, translation, and accessibility services to organizations that rely on dependable language access.

This executive reports to the COO / EOS Integrator and is accountable for leading department directors and managers, strengthening financial and operational results, and translating company priorities into consistent execution. This is a leadership-of-leaders position, not a daily scheduling, project management, or vendor recruiting role.

Primary Responsibilities

1. Operational Leadership and Accountability

• Lead, coach, and hold the three departmental leaders accountable for measurable performance.

• Set clear expectations, decision rights, operating rhythms, and cross-departmental ownership.

• Identify bottlenecks, resolve recurring issues, and implement sustainable improvements.

• Ensure staffing and capacity plans support client demand and company growth.

2. Revenue, Margin, and Profitability

• Own operational metrics that influence departmental revenue, gross margin, cost, and productivity.

• Partner with Finance to review trends, forecasts, labor and vendor costs, and opportunities to

improve margins.

• Improve service capacity and efficiency without sacrificing quality or client experience.

• Equip department leaders to understand and manage their financial scorecards.

3. Interpreting and Translation Operations

• Oversee service delivery, fulfillment, scheduling effectiveness, translation turnaround, and quality through department leadership.

• Improve workflows, resource allocation, escalation handling, and consistency across delivery

channels.

• Ensure service readiness for new client programs and changes in volume or complexity.

4. Vendor Management

• Direct the Vendor Manager in developing a qualified, reliable, and diversified linguist network.

• Oversee vendor availability, recruiting capacity, retention, performance, quality, and cost

effectiveness.

• Align vendor strategy with interpreting and translation demand, fulfillment targets, and profitability.

• Promote respectful and professional relationships with independent contractors.

5. Quality and Client Experience

• Monitor service quality, client escalations, recurring errors, and corrective action.

• Collaborate with Client Success and Sales to support retention, responsible onboarding, and service commitments.

• Create preventive processes that improve reliability and reduce avoidable service failures.

6. Systems, Process Improvement, and Scalability

• Partner with Business Systems and AI on dashboards, technology, automation, and operational reporting.

• Champion clear SOPs, checklists, and scalable processes that reduce manual work and errors.

• Use data and performance trends to prioritize operational improvements.

7. Leadership Development and EOS Execution

• Develop independent, high-performing directors and managers who own results and delegate

effectively.

• Participate in EOS leadership rhythms, scorecards, quarterly Rocks, and issue resolution.

• Translate COO priorities into departmental plans, deadlines, owners, and measurable outcomes.

What This Role Does NOT Own

The VP of Operations does not personally manage routine interpreting assignments, translation projects, or day-to-day vendor recruiting. Department leaders own that execution. The COO / EOS Integrator owns company-wide integration and alignment; the VP owns operational results across the three departments.

Performance Expectations and Scorecard

• Financial performance: departmental gross margins, cost management, productivity, and profitable growth support.

• Service delivery: fulfilment rates, translation turnaround, operational capacity, and reliability.

• Quality and client experience: quality results, service failures, escalations, and client retention

support.

• Vendor network: capacity, coverage, quality, retention, and vendor cost performance.

• Leadership and execution: departmental scorecards, manager accountability, EOS Rocks, and process improvements.

Specific targets will be established with the COO based on current operating baselines and company priorities.

Required Qualifications

• Prior leadership experience within a Language Services Provider (LSP) is required.

• At least seven years of progressive operations management experience, including significant LSP leadership responsibility.

• Demonstrated experience managing multiple operational functions and leading department

managers or directors.

• Strong working knowledge of interpreting, translation, vendor management, and service delivery economics.

• Proven record improving gross margins, efficiency, quality, and scalable execution.

• Experience with operational budgets, KPIs, dashboards, and data-driven decision-making.

• Strong coaching, communication, analytical, and problem-solving skills.

• Ability to lead effectively in a remote environment during Pacific Time business hours.

Preferred Qualifications

• Experience with both spoken-language and American Sign Language (ASL) interpreting operations.

• Experience with education, government, nonprofit, legal, and other institutional clients.

• Familiarity with the Entrepreneurial Operating System (EOS).

• Experience implementing workflow technology, automation, and operational change.

The Person We Are Looking For

A leader of leaders. Develops managers rather than taking over their work.

Financially accountable. Understands how service decisions affect gross profit and operating efficiency.

Operationally disciplined. Builds clear systems, follows through, and addresses recurring issues.

Collaborative. Aligns Interpreting, Translation, Vendor Management, and partner teams.

Growth-minded. Has scaled LSP operations while protecting service quality and margins.