Summary/objective
The VP, Field Operations has complete profit-and-loss (P&L) ownership of the assigned business vertical, with responsibility for driving its growth and profitability. The role involves designing and directing the company’s support investments to enhance both sales force and field technician effectiveness, managing functions essential to productivity and organizational success. These functions include planning, reporting, productivity setting and management, queue optimization, sales process and technician operations optimization, training, program implementation, recruiting and selecting technician talent, and compensation design. A critical focus of the role is defining, tracking, and managing Key Performance Indicators (KPIs), ensuring regular reviews during Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) to meet or exceed targets. The role also requires working onsite with customers to address their unique operational challenges, implement repeatable best practices, and deliver mutual success. Success is measured through consistent delivery of profitable outcomes, operational excellence, and high levels of customer satisfaction.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Designs, implements, and manages sales forecasting, planning, and budgeting processes. Establishes high levels of quality, accuracy, and process consistency in planning, forecasting, and budgeting approaches used by the sales and field operations teams. Ensures these efforts are aligned with broader company initiatives.
- Takes ownership of P&L for the business vertical, ensuring all operational and financial activities align with strategic goals and deliver measurable results.
- Creates and manages sales operations and technician productivity frameworks to onboard, maintain, and grow customer revenue and satisfaction.
- Defines, tracks, and monitors critical KPIs for both sales and technician operations to ensure effectiveness, operational efficiency, and customer satisfaction. Reviews KPI performance regularly during MBRs and QBRs to ensure alignment with business objectives and drive corrective actions as needed.
- Engages directly with customers onsite to understand their operations and co-develop tailored solutions that drive efficiency, profitability, and repeatable success.
- Partners with senior leadership, customer facilities, and field operations to identify opportunities for process improvement. Facilitates successful implementation of new programs by ensuring a well-defined, efficient, and collaborative process is in place for profitable outcomes for both the company and its customers. Fosters an organization of continuous process improvement.
- Prioritizes investments in enabling technologies in support of field operations productivity. Works closely with senior leadership in both sales and IT to understand company strategy and recommends changes and enhancements to the company’s Customer Relationship Management (CRM) and field operations systems.
- Responsible for the optimal deployment of sales and technician personnel. Makes recommendations for changing roles, coverage models, or team configurations to maximize productivity. Leads a change management process to build organizational understanding of proposed changes, establish support from key stakeholders, and implement new deployment and job models.
- Works closely with senior sales leadership, field team and customers to define the optimal performance measurements and performance management programs required to ensure sales and operations success. Aligns reporting, training, and incentive programs with these performance management priorities.
- Acts as a cross-functional leader, fostering teamwork across sales, operations, finance, and customer service to address challenges and capitalize on opportunities for mutual success.
- Working with Human Resources and senior leadership, designs incentive compensation programs for technician teams that provide market-competitive pay, reinforce organizational strategy, and align with business objectives.
- Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Minimum Qualifications:
- Experience in the automotive industry (body shop/collision-focused is preferred).
- Four-year college degree from an accredited institution.
- Minimum five years of sales or sales management experience in a business-to-business sales environment.
- Minimum five years in a sales operation, business planning, or sales support management role.
- Experience successfully managing analytically rigorous corporate initiatives.
- Strong program/project management skills.
Preferred Qualifications:
- Master’s in business administration (MBA) or equivalent preferred.
- Must have very strong analytical skills.
- Experience at the regional/district level managing multi-location businesses.
- Proven ability to lead with a team-first mentality in cross-functional environments.
- Proven ability to learn, adapt, and achieve daily.
- Industry-specific knowledge in the automotive space is preferred.
Supervisory responsibilities
This role has supervisory responsibilities.
Work environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers.
Physical demands
Physical requirements include occasional lifting/carrying of 5 pounds; visual acuity, speech and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.
Travel required
This position will require travel (approximately 50% to 75%).
Work authorization/security clearance requirements
N/A