• Responsible for leading the VOC (Voice of the Customer), Quality, Training, Process Improvement, and Anti-Fraud teams; • Develop, implement, and review service processes, procedures, and systems based on regulatory recommendations, the Consumer Protection Code, the new SAC (customer service) law, benchmarking, etc.; • Oversee the team in testing and audit activities such as quality monitoring, mystery shopping, and service calibrations; • Monitor and implement improvements based on the Voice of the Customer program, Training, and Quality KPIs, focusing on the efficiency of the customer and service agent journey; • Manage the Training pipeline, preparing content and campaigns required for team development and upskilling; • Implement improvements, automated workflows, and AI in service systems and processes; • Support and follow up on action plans with cross-functional areas to resolve issues that impact the customer experience; • Manage and monitor Costs versus Budget for the area, processing purchase orders and recommending improvements to reduce costs and increase process and system efficiency; • Responsible for overseeing fraud analysis and remediation activities for both brands, monitoring incidents and proposing improvements with partners and systems to reduce financial impact on the business and customers.

• Deliver actionable intelligence on resource utilization and cost trends across public cloud (AWS, Azure), on-prem, and SaaS platforms. • Identify and facilitate opportunities for cost savings through workload optimization, licensing strategies, and vendor negotiations. • Oversee cloud billing and manage enterprise-wide discount programs, including Compute Savings Plans, Reserved Instances, and commitment plans. • Collaborate with engineering teams to design cost-efficient architectures for cloud, on-prem, and hybrid solutions. • Investigate usage patterns and anomalies to inform strategic and operational decisions.

• Manage the full lifecycle of task/delivery order requests and full & open RFx opportunities from qualification through submission. • Partner with Sales to assess opportunity fit, win probability, and alignment with contract scope or open market requirements. • Lead kickoff meetings, define proposal schedules, and manage deadlines and deliverables. • Track and report on the pipeline of TO/DO and RFx opportunities across multiple contract vehicles and agencies. • Coordinate development of compliant, high-quality proposals for task orders and full & open competitions, including technical, management, and pricing volumes. • Collaborate with Solution Engineering to shape win themes, technical approaches, and staffing models tailored to both contract vehicle and open market bids. • Ensure adherence to solicitation requirements, evaluation criteria, and submission instructions across varying procurement types. • Act as the central point of coordination between Sales, Engineering, Legal, Contracts, Pricing, and Compliance teams. • Identify and implement AI tools to automate repetitive proposal tasks such as content drafting, compliance checks, resume tailoring, and formatting. • Design, implement, and continuously improve proposal management processes, templates, and best practices across both task order and full & open RFx workflows.

Role Description Are you a strategic operations leader who thrives in fast-paced, high-growth environments? Do you enjoy building high-performing teams, optimizing operational performance, and partnering with executive leadership to drive business results? If so, MultiPro Property Solutions wants you on our team. Reporting to the President, MultiPro, the Vice President of Operations will: - Plan, direct, coordinate, and oversee MultiPro activities in the organization. - Ensure development and implementation of efficient operations and cost-effective systems. - Deliver on the value proposition to clients. - Consult with senior leadership to determine business goals or initiatives. - Visit Regional Directors to relay information about company needs. - Review operational data to make inferences about the organization’s success. Qualifications - 10+ years of leadership experience managing multi-site operations and geographically dispersed teams. - Experience leading large operational organizations, preferably within service-based and contractor-driven environments. - Strong understanding of financial performance metrics, budgeting, and operational planning. - Experience leading sales teams and overseeing customer experience initiatives. - Ability to take business initiatives from concept to implementation while aligning teams and resources. - Exceptional ability to communicate complex ideas clearly and influence stakeholders across the organization. - Creative, analytical thinker who can identify opportunities, solve complex challenges, and drive change. - Strong organizational and project management skills with the ability to manage multiple priorities. - Bachelor’s Degree preferred; MBA strongly preferred. - Experience working within a private equity-backed company preferred. Requirements - Drive Operational Strategy - Influence, implement and communicate the strategic direction of the MultiPro organization. - Partner with the President in defining change management initiatives. - Maintain an understanding of the market and competitive properties within the region. - Collaborate with executive leadership to develop and meet company goals. - Create a culture of operational excellence. - Develop clear performance metrics and systems to track and improve against them. - Foster a culture of safety, consistency, accountability, and continuous improvement. - Develop short-and long-term regional plans that drive maximum sales revenue. - Hire and develop service-minded, exceptional associates. - Manage budget and resource planning. - Collaborate with marketing to determine proper sales and retention channels. - Support the company’s diligence process through identifying risks and opportunities. - Establish, communicate, and implement organizational-related policies and practices. - Manage vendor relationships, including vendor performance and negotiations. - Identify, recommend, and implement new processes, technologies, and systems. - Perform other duties as assigned. Benefits - Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts. - Financial Security: 401k with company match, life and disability insurance, AD&D, and business travel coverage. - Flexible Time Off: No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays. - Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center. - Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs.