Vice President of Digital Operations needed for a full-time, fully remote position with our Boston-based client. We are looking for someone with experience implementing digital tools and systems to help improve an organization’s processes, efficiencies, and quality while decreasing errors. Must have experience with Salesforce and ideally candidate will have experience in a similar position within a travel company. Must have 10+ years of experience in digital operations with 7+ years of people management experience. Client is targeting 125-175K + 10% bonus. Open to considering qualified candidates outside of that target salary range.
We are seeking a highly driven and innovative Vice President of Digital Operations to set the vision, direction, and resource allocation for our digital operations organization, with significant impact and importance to the company. This critical role will oversee the optimization of all digital touchpoints, ensuring a seamless and rapid booking experience for our customers across our diverse range of products and services. The ideal candidate possesses a strong blend of operational expertise, technical acumen, and a passion for delivering exceptional customer experiences in the digital realm.
Responsibilities:
- Develop and execute comprehensive digital operations strategies that align with the company's overarching goals and objectives.
- Oversee direction, strategic and tactical decision-making, and resource allocation to ensure effective, efficient, and successful achievement of objectives.
- Develop strategic plans to ensure successful implementation and outcomes of action plans and objectives for digital operations.
- Direct and control the activities and projects of multiple functions through multiple levels of management in digital operations.
- Oversee the digital booking operations, ensuring efficiency and effectiveness in processing customer orders and inquiries.
- Identify opportunities for process enhancements and implement solutions to increase speed and reliability in our digital services.
- Spearhead the ongoing evolution of our digital booking platform, focusing on streamlining processes, enhancing user experience, and maximizing conversion rates.
- Collaborate with innovation & technical teams to leverage technology solutions that support operational goals and improve the customer experience.
- Identify and eliminate bottlenecks in the digital booking journey, implementing strategies to reduce friction and accelerate transaction times.
- Continuously analyze key performance indicators (KPIs) to identify areas for improvement and measure the impact of implemented changes.
- Leverage data analytics to gain deep insights into customer behavior, platform performance, and market trends.
- Use this data to inform strategic decisions and drive continuous optimization.
- Build, mentor, and lead a high-performing global operations team, fostering a culture of innovation and accountability.
- Manage a team of high-performing Senior Managers and Directors or a team of high-performing senior Individual Contributors.
- Work closely with marketing, sales, product, software engineering, and finance teams to align operational capabilities with business objectives.
- Regularly interact with executive-level leadership, often involving highly visible activities such as presenting to a wider company audience, c-level group, and potentially Board Members.
- Maintain full ownership and responsibility over the functional budget to meet corporate and finance requirements.
- Model the organization Values and Ways of Working and set an example for tone and communication standards across the company.
- Hold other leaders accountable for creating and cultivating excellence in effective conversations across the organization.
- Establish KPIs and metrics to monitor operational performance, making data-driven decisions to enhance service delivery.
- Collaborate with the innovation & technical teams to leverage technology solutions that support operational goals and improve the customer experience.
- Ensure that customer satisfaction remains at the forefront of operational strategies, addressing feedback and adapting processes accordingly.
Qualifications:
- Experience: 10+ years of experience in digital operations leadership, with at least 7+ years of people management experience and leadership responsibility, preferably in the travel or e-commerce sectors.
- Education: Bachelor's degree required; Masters degree or MBA preferred.
- Technical Knowledge: In-depth understanding of digital booking platforms, technologies, data analytics, and process automation.
- Strategic Thinking: Proven ability to develop and implement strategic initiatives that drive operational excellence and improve customer experience.
- Leadership Skills: Strong leadership and people management skills with a track record of building and nurturing high-performing teams across multiple functions and departments.
- Analytical Skills: Excellent analytical and problem-solving abilities, with a keen eye for identifying areas for improvement and making data-driven decisions.
- Communication: Superior verbal and written communication skills, with high proficiency in negotiation, presentation, influence, and relationship building.
- Industry Knowledge: Deep understanding of the travel industry and digital operations landscape.
