Vice President of Operations

Job Summary

Identity is recruiting an experienced, US based leader to own the client experience function across our US market. You'll set strategy, manage growth targets, and build the team and partner network needed to scale the region, while acting as senior relationship manager for our biggest US clients. This is a hands-on role: you'll do the work as well as lead the people doing it.

Skills & Experience

• Proven track record running a P&L and setting commercial strategy for a market or region
• Experience building and leading high-performing teams
• Senior-level client relationship management, including resolving escalated issues
• Financial literacy: budgeting, forecasting and business planning
• Clear, confident communicator, comfortable representing the business externally

Key Accountabilities

• Own and execute US business strategy, setting regional financial targets with the CEO and driving growth against them
• Lead market expansion in the US, identifying new partnership opportunities and building the company's reputation in the market
• Own client experience for the US market, leading client teams and setting the processes that drive client value
• Act as senior relationship manager for US clients, resolving complex issues when they're escalated
• Set the US client relationship, success and growth strategy, converting opportunities into wins and driving profitability across the portfolio
• Lead client renewal strategies that build long-term commitment across the US portfolio
• Recruit and develop a high-performing US team, building a performance-driven culture with clear goals and career paths
• Manage US financial reporting and controls with Finance, and build an agile delivery model with the right partners
• Embrace and champion Identity’s values and behaviours
• All other duties appropriate to the role 

Performance Measures

• US revenue growth
• New client wins
• Client account growth and retention
• Client satisfaction scores
• Team engagement
• US P&L performance