Vice President of Digital Operations

$150,000 - $150,000/Yr

Robert Half - Boston, MA

Full-time - Senior

Remote - Boston, MA

Administrative and Support Services

About the position

The Vice President of Digital Operations will lead the digital operations strategy for a Boston-based client in a fully remote capacity. This role focuses on implementing digital tools and systems to enhance organizational processes, improve efficiencies, and reduce errors. The ideal candidate will have extensive experience in digital operations, particularly within the travel industry, and will be responsible for overseeing a high-performing global operations team while collaborating with various departments to align operational capabilities with business objectives.

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.
• Establish KPIs and metrics to monitor operational performance, making data-driven decisions to enhance service delivery.
• Ensure that customer satisfaction remains at the forefront of operational strategies, addressing feedback and adapting processes accordingly.

Requirements

• 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.
• Bachelor's degree required; Master's degree or MBA preferred.
• In-depth understanding of digital booking platforms, technologies, data analytics, and process automation.
• Proven ability to develop and implement strategic initiatives that drive operational excellence and improve customer experience.
• Strong leadership and people management skills with a track record of building and nurturing high-performing teams across multiple functions and departments.
• Excellent analytical and problem-solving abilities, with a keen eye for identifying areas for improvement and making data-driven decisions.
• Superior verbal and written communication skills, with high proficiency in negotiation, presentation, influence, and relationship building.
• Deep understanding of the travel industry and digital operations landscape.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan