Vice President of Experience and Operational Excellence - Remote - Northeast US

The Vice President of Operational Excellence and Employee Engagement will orchestrate both short-term and long-term business transformation initiatives focused on enhancing our end-to-end experience model, fostering continuous improvement, and implementing impactful employee engagement programs. This leadership role involves designing and driving operational quality standards, audit process and supportive training that inspires exceptional service delivery motivating the team to do their best work.

The VP will manage FLIK's operational standards and all facets of reward and recognition systems that improve the guest experience. Key responsibilities include measuring execution quality and encouraging a strong organizational culture through effective leadership. As a role model, the VP will collaborate seamlessly across functions and divisions, leverage data for actionable insights and drive pivotal initiatives aimed at elevating both customer and associate experiences while maintaining brand consistency and supporting overall growth.

This position is based in the northeastern part of the United States.

Principal Accountabilities:

Strategy and Organizational Planning:

• Provide strategic solutions to enhance efficiency, effectiveness, and market leadership keeping client needs at the forefront.
• Lead Platinum Service Experience and manage the rewards & recognition platform to foster a people first culture driving the highest levels of employee engagement.
• Lead the synK platform's evolution in alignment with the LENZ platform and FLIK's operational excellence goals.
• Unify and simplify what we do and how do it for an improved internal experience.
• In partnership with FLIK Exec Team, establish an advisory board with operational representation from each division / function to enhance team collaboration and improve outcomes.

Operational Excellence, Standards and Tools:

• Define quality standards and performance evaluation metrics to ensure measurability across all operational aspects. Optimize customer touchpoints for superior experiences.
• Lead data-driven initiatives to uncover deficiencies and provide operations with actionable insights that advise prescriptive corrective actions and training to improve performance.
• Establish best-in-class quality management process and system to drive a quality approach across all areas of the division - driving the goal of a quality customer experience.
• Define and implement plan to maintain and continuously improve the system in collaboration with subject matter experts to ensure standards meet regulatory requirements, address feedback and industry trends.
• Develop and implement project plan for platform migration and implementation including training and communications.

Market Differentiation and Growth Enablement:

• Collaborate with sales and retention teams to effectively communicate to prospective and existing clients FLIK's best in class:
• Operational excellence capability
• Platinum Service Experience

Training and Communications:

• Co-create the Operational Excellence training and implementation plans with FLIK HR and Director of Training ensuring associates are empowered to take swift action on quality & service improvements while be supported with skills development.
• Ensure training materials are in alignment with associate development planning, accountability, and personal growth.
• Co-create communication plans and their delivery mechanisms with overarching FLIK communication plan.

• Bachelor's degree
• 10+ years progressive operations and/or brand management experience
• In depth knowledge of FLIK operational models and the ability to drive performance to enhance consumer experience.
• Proven leadership in developing transformational central initiatives, organizational change, and execution.
• Excellent analytical skills with ability to interpret trend data and clearly articulate issues, business needs and formulate recommendations.
• Ability to demonstrate a high aptitude for leadership and influence with a highly matrixed and de-centralized work environment.
• Excellent written, verbal, and interpersonal skills. Strong storytelling / presentation skills.
• Experience with data analysis tools and project management.
• Technology / Product Management experience, pragmatic marketing a plus.
• Approximately 60% +/- travel nationally
• Must be based within a commutable distance of a major airport in the Northeast U.S.

This role offers a chance to drive operational excellence and foster a customer-centric culture, ultimately enhancing customer satisfaction and loyalty across the organization.