Founded in 2004, Pearl Interactive Network is a social enterprise that reduces barriers to employment, including rural areas. At the heart of what we do is providing opportunities for transformation, economic growth, and social action, we deliver important services to our clients, partners, and customers. For nearly two decades, we have had the pleasure of getting to know and work with thousands of people who joined the Pearl team, helping them contribute to a larger mission, supporting their talents, and take pride in helping them realize their own value and the impact they have on the world. There is nothing better than seeing people flourish and maximize their potential.
Position Summary The Vice President of Operations at Pearl is a senior leadership role responsible for overseeing the successful execution of Pearls key service areas: Call Center Services, Behavioral Health, and Help Desk/IT Support. This position will have eight direct reports. 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 within 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 Pearls operational and financial goals.
Essential Duties and Responsibilities 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, identify areas for improvement and driving corrective actions where necessary.
Conduct regular performance reviews with key contract stakeholders, communicating Pearls 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 Pearls 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 Pearls compliance standing.
Ensure all contract personnel, including subcontractors, comply with program policies, procedures, and quality assurance standards.
Minimum Qualifications, Knowledge, Skills, and Abilities Education and/or Work Experience Requirements
20 years in a senior operations role. 10 years 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.
Pearl Interactive Network is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
