Vice President, Specialized Operations

JOB SUMMARY

The Vice President of Specialized Operations will play a key role in shaping the long-term vision for expanding our offerings.  As a strategic driver of operational excellence, this role will optimize processes, enhance customer experience, and ensure seamless execution of advise services.  This role will drive the process to become more data-driven, with focus on collecting, analyzing, and interpreting data to inform decisions using key metrics and clear objectives. As a member of the senior leadership team, the VP of Specialized Operations will play a crucial role in maintaining itel’s reputation for excellence in our industry.  This hands-on role is a rare opportunity to lead a transformational shift in our business, positioning the company as an industry leader in advise-driven claims and repair analysis solutions.  

KEY RESPONSIBILITIES

• Aligns long-term and short-term goals with the company’s growth and business model  initiatives, ensuring service excellence and operational efficiency
• Provides specialized guidance to designated line of business using business data reports
• Optimizes workflows, implements best practices, and redefines the claims and repair process to enhance customer satisfaction and streamline execution
• Leads initiatives that drive productivity, cost efficiency, and service quality across all advise functions
• Collaborates closely with Product, Sales, and Business Development to normalize repairs, modernize the claims process, and enhance overall service efficiency
• Builds and develops high-performing, geographically dispersed teams through coaching, mentorship, and structured training programs
• Partners with Product to implement tools and systems that improve efficiency, automate processes, and enhance service delivery
• Defines KPIs, quality metrics, and reporting frameworks to monitor team performance and operational success
• Contributes to budgeting, forecasting, and financial planning efforts to ensure cost-effective operations and resource allocation
• Analyzes industry trends, assesses competitive benchmarks, and identifies opportunities for service differentiation and operational improvements
• Leads and/or supports continuity planning to maintain service excellence in critical situations
• Designs and implements training programs to enhance team skills and industry knowledge
• Ensures effective workforce planning and staff management strategies to support the growth of the business

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• Bachelor’s Degree, or an equivalent combination of industry related experience and education
• At least ten (10) years of experience in operations and transformation leadership
• At least seven (7) years of experience in a senior level operations role
• Deep expertise in operations, advise services, and transformation
• Strong knowledge of operations technologies and processes
• Strong background in successfully improving processes and developing people
• Strong initiative with ability to identify and deliver required change where necessary
• Ability to make sound, informed decisions in hyper growth environment
• Ability to develop ideas into action, actions into outcomes, and outcomes into results
• Exceptional research and communication skills, both written and verbal
• Working knowledge industry and regulatory challenges
• Strong attention to detail and problem-solving skills
• Proven experience in scaling and managing operations support functions, optimizing processes, and ensuring efficiency to support business growth and operational excellence

PREFERRED

• Certification in continuous improvement, project management, or quality assurance
• Expertise in one or more itel product industries, property insurance, and/or managed repair
• Salesforce Experience

KEY COMPETENCIES

• Strategic Orientation: ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and execution
• Leadership: ability to handle tasks and work independently and intentionally develop and utilize positive leadership traits
• Creative Thinking: ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product lines
• Integrity and Ethics:  ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truth
• Accountability:  ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence:  ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions

WORKING CONDITIONS/EQUIPMENT USE

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions
• Preferred candidate must be based in Jacksonville, FL or Louisville, KY
• Must be able to travel at least 50% of the time
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer