Vice President of Operations

Boost - Herndon, VA

Full-time - Senior

Herndon, VA

Professional, Scientific, and Technical Services

About the position

The Vice President of Operations at Pearl Interactive Network is a senior leadership role responsible for overseeing the execution of key service areas including Call Center Services, Behavioral Health, and Help Desk/IT Support. This position focuses on driving operational excellence, compliance, and performance aligned with government contracting standards, while also fostering employee satisfaction and team development.

Responsibilities

• Implement strategies to enhance employee satisfaction and reduce turnover.
• Foster growth through mentorship and training programs.
• Direct and oversee operational functions for Call Center, Behavioral Health, and Help Desk/IT Support contracts.
• Develop and implement process improvements for operational efficiency and compliance.
• Lead cross-functional teams to ensure alignment on operational goals.
• Ensure contract activities adhere to federal standards and compliance metrics.
• Establish and monitor operational KPIs and service level agreements (SLAs).
• Implement metrics-driven reporting structures to measure performance and identify improvements.
• Conduct regular performance reviews with contract stakeholders.
• Track and analyze financial metrics by contract, focusing on cost control and profitability.
• Collaborate with finance to develop and report on operations budgets.
• Report performance metrics to senior leadership, highlighting financial indicators.
• Serve as the primary operational contact for key government clients.
• Lead client review sessions and identify opportunities for service expansion.
• Oversee operational compliance with GovCon requirements and implement risk mitigation strategies.
• Lead contract renewals and negotiations, ensuring compliance and operational feasibility.

Requirements

• 20 years in a senior operations role.
• 10 years within government contracting (GovCon) experience.
• Extensive experience managing contracts for Health and Human Services, DoD, and/or Veteran Affairs.
• Proven track record of operational success in Call Center, Behavioral Health, or IT Support environments.
• Expertise in establishing and managing KPIs and financial metrics.
• Strong client-facing skills for effective communication with stakeholders.
• Experience leading teams in a fast-paced, high-compliance environment.

Nice-to-haves

• Experience with federal standards and regulatory requirements.
• Background in financial analysis and budgeting.

Benefits

• Career opportunities for individuals facing barriers to employment.
• Commitment to diversity and inclusion in hiring practices.