Note: The job is a remote job and is open to candidates in USA. Thinc Forward is hiring a Vice President of Operations to oversee service delivery across Premier and Dispatch Services, Project Management, and Systems Engineering. The role leads three functional leaders and is accountable for operational performance, project delivery, resource allocation, client escalations, financial discipline, and continuous improvement.
Responsibilities
- Assume accountability for the operational performance of service delivery across Premier and Dispatch Services, Project Management, and Systems Engineering
- Ensure consistent and high service delivery quality, financial performance, resource utilization, client satisfaction, and adherence to all established service commitments
- Establish consistent project planning and review practices, including pre-project readiness checks and regular monitoring of active and upcoming projects to identify risks, resolve roadblocks, and prevent delays
- Ensure teams follow approved Statements of Work (SOWs), required testing procedures, delivery checklists, and closeout requirements, including documentation and customer sign-off
- Establish quality assurance and corrective-action processes that identify recurring service failures, determine root causes, implement preventive measures, and hold departmental leadership accountable for sustained improvements
- Own scheduling, resource allocation, workload balancing, and prioritization across operational teams, adjusting assignments and coverage as client needs and business priorities evolve
- Ensure that after hours and weekend support and coverage is properly prepared for and staffed for all operational teams
- Assess capacity and competing demands to ensure resources are aligned with commitments, utilization goals, and delivery timelines
- Support the Manager of Systems Engineering to ensure traveling engineers are prepared for assigned work, review their schedules regularly, and communicate conflicts or resource constraints promptly through established management channels
- Maintain accountability for accurate and timely ConnectWise time and expense entry to support operational visibility and the company’s invoicing schedule
- Coordinate with the Dental Training team on scheduling and delivery dependencies
- Partner with executive leadership to establish and achieve operational financial targets, including departmental profitability, project margins, labor utilization, and cost control
- Ensure engineering teams develop SOWs and review proposed scope, estimated hours, resource availability, and delivery feasibility before submitting them for approval
- Ensure Project Management team accurately hands off approved SOWs for client delivery and that all cross-functional operations teams understand the agreed scope and commitments
- Compare actual project effort against quoted hours to identify variances, improve estimation accuracy, and address potential cost, capacity, or margin risks
- Escalate material scope changes, financial exposure, or commitments beyond established authority to the President with recommended actions
- Build and maintain trusted relationships with key client stakeholders, proactively reviewing service performance, addressing operational concerns, and identifying opportunities to improve customer satisfaction and long-term retention
- Participate in client discovery and active project calls as needed to clarify technical requirements, align delivery expectations, and support issue resolution
- Serve as the operational escalation point for issues that cannot be resolved by the appropriate manager or project leader, ensuring timely resolution and clear ownership
- Address delivery challenges, including scheduling conflicts, project delays, quality concerns, and client complaints, before they affect broader business performance
- Elevate significant client risks, strategic decisions, and cross-functional issues beyond the VP’s authority to the President with relevant context and recommended solutions
- Partner with the President, CIO, CTO, Help Desk, Sales, and Dental Training leadership to align priorities, coordinate handoffs, and resolve operational dependencies
- Monitor and report on key operational measures, including project delivery, resource utilization, SOW accuracy, escalations, and process compliance, proactively communicating risks and capacity constraints to the President
- Identify and implement improvements to processes, systems, and workflows that strengthen service quality, operational efficiency, and scalability as the company grows
- Develop and implement scalable operational processes, automation, standardized workflows, and reporting systems to support company growth without proportionate increases in overhead or management complexity
- Lead and develop the three operational leaders responsible for Premier and Dispatch Services, Project Management, and Systems Engineering, establishing clear expectations, decision-making authority, and accountability for team performance
- Translate company priorities into operational plans and clear assignments, ensuring teams have the staffing, skills, and resources needed to meet commitments
- Conduct regular check-ins with direct reports to review performance, workload, project status, and emerging risks while coaching leaders in decision-making, employee development, and problem-solving
- Foster a culture of ownership, proactive communication, collaboration, and continuous improvement
- Additional duties as assigned
Skills
- 8 - 10+ years of progressive experience in technology operations, professional services, technical service delivery, project delivery, or a related field
- Equivalent professional experience
- 5+ years of people management experience, including responsibility for leading multiple teams required
- Demonstrated experience overseeing complex technical projects, service delivery operations, system implementations, or client-facing technology engagements
- Practical understanding of technology remediation, system conversions, integrations, and implementation processes
- Proven ability to manage competing priorities, allocate resources, resolve escalations, and maintain accountability across multiple teams
- Experience reviewing project scopes, estimating technical effort, monitoring project performance, and identifying delivery or financial risks
- Strong analytical, organizational, problem-solving, and decision-making skills
- Excellent communication skills and the ability to work effectively with technical teams, clients, and executive leadership
- Dental technology experience
- Bachelor's degree in Information Technology, Business, Operations Management, or a related field
- Experience managing managers
- Experience in dental technology, dental practice management systems, dental imaging, or dental service organizations (DSOs)
- Experience with ConnectWise or a comparable professional services automation (PSA), service management, or project management platform
Benefits
- Health Care Plans (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
- This role may sit hybrid in the West Chester, PA office or remote, with preference given to hybrid capability.
Company Overview