Vice President, Client Operations

About the role

Vivvi is seeking a highly analytical and operationally strong leader to oversee a broad portfolio spanning onsite childcare operations, platform operations, operational reporting, launch management, provider network strategy, and enterprise client operational support. This role reports directly to the Chief Commercial Officer and partners closely with Client Success, Concierge, Finance, Enrollment, Tech, Operations, and provider network teams.

Responsibilities

• Lead operational coordination for employer-sponsored childcare center launches and expansion initiatives
• Manage launch timelines, stakeholder communication, licensing readiness, and operational execution in partnership with Operations teams
• Support post-opening operational reviews, escalations, reporting, and partnership coordination
• Partner directly with enterprise clients on operational performance, growth opportunities, and strategic initiatives
• Oversee operational performance of Vivvi’s backup care and platform services business
• Monitor key metrics including fulfillment, utilization, service delivery, performance against budget and client experience
• Analyze trends and identify risks and opportunities for growth
• Support operational scaling and capacity planning as the business grows
• Partner with the Tech Lead to ensure strong platform performance and reporting accuracy
• Oversee Concierge operational performance, workflows, and service quality
• Improve fulfillment outcomes, response times, escalation handling, and member experience
• Partner with Client Success teams to support client needs and handle escalations
• Oversee network compliance, quality, provider performance, and coverage strategy
• Monitor fulfillment trends, operational outcomes, and geographic demand patterns to support network growth priorities
• Prioritize expansion opportunities with Network leadership
• Build and own operational reporting, dashboards, KPI tracking, and forecasting
• Translate operational data into business insights and recommendations
• Use data to prepare executive-level reporting and client-facing presentations
• Manage the Tech Lead and external development partners to support app functionality, operational performance and overall platform improvements
• Lead Salesforce reporting and workflow optimization and improvement
• Cross-functional coordination across Concierge, Finance, Enrollment, Tech, and provider network teams to drive operational execution
• Lead operational escalations involving enterprise clients or client employees
• Drive strong communication, prioritization, organization, and follow-through across teams

Requirements

• 10+ years of operational leadership experience
• Advanced proficiency in Salesforce (required); Hubspot experience preferred
• Experience scaling operational teams, service delivery models, or multi-site/service networks
• Background in operationally complex environments such as marketplaces, healthcare, staffing, hospitality, or customer operations
• Ability to identify trends in operational data and translate insights into action plans and operational improvements
• Comfortable operating in fast-moving, high-growth environments
• Strong communicator with experience presenting data and recommendations to leadership and enterprise clients
• Willingness to travel as needed

Qualifications

• Ability to work in our NYC office in a hybrid capacity required
• Candidates must possess independent US work authorization

Benefits

• Yearly salary between $150,000-$200,000
• Performance-based bonus opportunity
• Equity participation
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Flexible paid time off
• Discounted child care
• Opportunity to help scale and shape a growing business

Skills

• Strong analytical and operational skills
• Experience with Salesforce and/or Hubspot
• Experience scaling operational teams and service delivery models
• Experience in operationally complex environments
• Ability to identify trends and translate insights into action plans
• Comfortable operating in fast-paced, high-growth environments
• Strong communication and presentation skills

Benefits

• Yearly salary between $150,000-$200,000
• Performance-based bonus opportunity
• Equity participation
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Flexible paid time off
• Discounted child care
• Opportunity to help scale and shape a growing business