Jobs for People with MS: National MS Society

Pearl Interactive Network is sourcing to hire a Vice President of Operations.

The Vice President of Operations is responsible for overseeing the successful execution of Pearl’s key service areas: Call Center Services, Behavioral Health, and Help Desk/IT Support. This role will drive operational excellence across contracts, ensuring seamless execution, compliance, and measurable performance aligned with GovCon standards. The ideal candidate will have deep experience in government contracting (GovCon), particularly within agencies like Health and Human Services (CMS, CDC, NIH), Department of Defense (DHA, DBA), and/or Veteran Affairs (VBA, VHA). This role requires a strategic, hands-on leader who will directly contribute to achieving Pearl’s operational and financial goals.

Pearl offers a Competitive Compensation and Benefits package to include:

• Medical, Dental, Vision, and Life Insurance

• Paid time off, Paid holidays

• 401K eligibility

• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: 8 AM- 5 PM EST, Monday - Friday

Technical Equipment, and Remote Office Requirements:

1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.

2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.

3. Private and secure workspace within your home. Away from noise and distractions.

4. Computer equipment, monitor, and headset provided.

Job Duties:

Operational Leadership and Execution:

• Direct and oversee all aspects of operational functions, ensuring the efficient execution of Call Center, Behavioral Health, and Help Desk/IT Support contracts.

• Develop and implement process improvements to enhance operational efficiency, compliance, and scalability across contract types.

• Lead cross-functional teams, ensuring interdepartmental coordination and alignment on key operational goals and objectives.

• Ensure all contract activities adhere to federal standards, regulatory requirements, and agency-specific compliance metrics.

KPI & Performance Management:

• Establish, monitor, and achieve operational KPIs, including service level agreements (SLAs), response times, customer satisfaction, and quality assurance benchmarks across all programs.

• Implement metrics-driven reporting structures to measure and communicate performance, identifying areas for improvement and driving corrective actions where necessary.

• Conduct regular performance reviews with key contract stakeholders, communicating Pearl’s value and ensuring satisfaction with delivered services.

Financial Oversight and Optimization:

• Track and analyze financial metrics by contract, including cost control, revenue realization, profit margins, and overall program budget adherence.

• Drive operational cost optimization, identifying opportunities to increase efficiency and maintain profitability.

• Collaborate with the finance team to develop, track, and report on overall operations budgets, forecasting, and financial performance by contract and on a portfolio level.

• Report monthly, quarterly, and annual performance metrics to senior leadership, highlighting key financial indicators and aligning operations with company-wide profitability goals.

Client & Stakeholder Relationship Management:

• Serve as the primary operational contact for key government clients, fostering strong, collaborative relationships and addressing any operational or compliance concerns.

• Lead client review sessions and status meetings, presenting performance outcomes and identifying opportunities to expand Pearl’s service offerings.

• Identify and pursue areas for expansion across client accounts.

Risk Management and Compliance:

• Oversee operational compliance with all GovCon requirements, agency mandates, and regulatory standards, implementing risk mitigation strategies as necessary.

• Lead contract renewals, negotiations, and modifications with a focus on operational feasibility, risk management, and maintaining Pearl’s compliance standing.

• Ensure all contract personnel, including subcontractors, comply with program policies, procedures, and quality assurance standards.

Job Requirements:

• 10+ years in a senior operations role within GovCon, with extensive experience managing contracts for Health and Human Services, DoD, and/or Veteran Affairs, or similar agencies.

• Proven track record of operational success within Call Center, Behavioral Health, or IT Support environments.

• Expertise in establishing and managing KPIs and financial metrics, with an emphasis on maintaining profitability and optimizing costs.

• Strong client-facing skills, with the ability to communicate complex operational data effectively to stakeholders at all levels.

• Experience leading teams in a fast-paced, high-compliance environment.

Competencies:

• Strategic Agility: Ability to drive long-term operational strategy while overseeing day-to-day operational performance.

• Financial Acumen: Demonstrated experience in financial analysis, budgeting, and managing costs by contract.

• Operational Excellence: Strong commitment to achieving high standards in contract performance and meeting client needs consistently.

• Collaborative Leadership: Proven ability to foster collaboration across departments and effectively manage diverse teams.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs, as necessary.

Background Investigation or DoD Clearance, Suitability, and Skills Assessments Required

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem-Solving, MS Outlook and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication.

Pearl Interactive Network, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.