VP; Customer Excellence

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Our VP , Customer Excellence (MSP) is a strategic, execution-focused leader responsible for advancing service delivery maturity, operational excellence, and continuous improvement across enterprise MSP workforce programs. This role focuses on elevating service quality, improving program performance, and building scalable delivery models that drive strong, consistent customer outcomes.

The Senior Director enables and supports delivery teams by standardizing operations, leveraging insights and analytics, and leading continuous improvement initiatives. The role also engages directly with clients through executive governance, escalations, and optimization discussions, playing a critical role in strengthening delivery consistency, improving operational efficiency, and ensuring MSP programs scale effectively while maintaining a high-quality customer experience.

Driving Customer Excellence Across MSP Programs

• Leading initiatives that enhance overall customer outcomes by improving service delivery consistency, operational effectiveness, and program performance

Owning MSP Service Delivery Standards

• Establishing and reinforcing delivery standards and operating frameworks that ensure consistent execution across programs, regions, and teams

Leading Continuous Improvement Initiatives

• Identifying and driving continuous improvement opportunities through process optimization, operational enhancements, and data-driven insights to improve quality, efficiency, and customer outcomes

Standardizing Operations and Elevating Service Quality

• Designing scalable operating models, governance practices, and best-in-class processes that reduce variability and improve service consistency

Leveraging Insights to Maximize Program Value

• Utilizing analytics, performance trends, and market intelligence to identify improvement opportunities and enable proactive program optimization

Supporting Client Engagement Through Escalation and Strategic Guidance

• Serving as a senior escalation and advisory resource for clients when required, providing guidance during complex challenges, governance discussions, or continuous improvement initiatives rather than routine operational engagement

Developing and Empowering High-Performing Teams

• Coaching and developing delivery leaders and operational teams to strengthen accountability, engagement, and execution excellence

Enabling Scalable Growth and Operational Maturity

• Establishing delivery structures and operational frameworks that support program expansion while maintaining quality and efficiency

Driving Transformation and Operational Efficiency

• Championing automation, process improvement, and technology enablement initiatives that improve productivity and scalability

Executive Governance and Internal Alignment

• Supporting executive governance through performance insights and recommendations while ensuring alignment across operations, implementation, and technology teams

• 12+ years of experience in MSP, contingent workforce management or workforce solutions environments with progressive leadership responsibility

• Strong experience leading service delivery organizations and operational improvement initiatives within enterprise client environments

• Proven ability to drive continuous improvement, process standardization, and operational transformation at scale

• Strong analytical and problem-solving capabilities, with the ability to translate data into actionable improvement strategies

• Executive-level communication skills with experience supporting client governance and escalation discussions

• Deep understanding of MSP models, supplier ecosystems, and workforce program operations

• Demonstrated success developing high-performing teams and delivery leader

• Experience with VMS platforms, workforce analytics, and performance reporting tools

• Ability to balance strategic thinking with hands-on operational execution

• Experience operating in…