Vice President Service Operations

Role Description The Vice President Service Operations is a full-time remote role responsible for overseeing and optimizing service delivery across SM Lifestyle Inc.’s entertainment and leisure brands. This role leads operations strategy, sets service performance standards, and ensures consistent, high-quality customer experiences across multiple venues and digital channels. Day-to-day responsibilities include analyzing operational data, managing budgets, and driving continuous improvement initiatives in line with company goals. The Vice President collaborates with cross-functional leaders to enhance customer satisfaction, streamline processes, and support new business and service offerings. The role also involves mentoring and developing operations teams, establishing best practices, and ensuring compliance with internal policies and external regulations.

Qualifications

Candidates should possess strong analytical skills and the ability to interpret operational, financial, and customer data for informed decision-making. Candidates should possess customer satisfaction and service excellence skills, with experience designing and implementing service standards and improvement programs. Candidates should possess team leadership skills, including leading multi-site teams, driving performance, and fostering a collaborative culture. Candidates should possess budgeting and financial management skills, with experience managing operating expenses, forecasting, and cost optimization. Candidates should possess strategic planning skills, including setting long-term operational goals, aligning initiatives with business objectives, and executing transformation projects. Extensive experience in service operations, preferably in entertainment, hospitality, retail, or related consumer-focused industries. Excellent communication, stakeholder management, and negotiation skills, with the ability to influence at executive and operational levels. Proven track record in remote leadership and managing geographically dispersed teams. Bachelor’s degree in Business Administration, Operations Management, or related field; advanced degree (e.g., MBA) is an advantage.