Hybrid Vice President of Operations bei Concentric Educational Solutions

Vice President of Operations

Location: Baltimore, MD or Charlotte, NC (Remote/Hybrid Considered)
Department: Operations / Service Delivery
Reports to: Chief Executive Officer

Position Summary

The Vice President of Operations is a key executive responsible for driving the strategy, execution, and continuous improvement of Concentric’s service delivery and operational systems. This role leads large-scale, national teams of regional operations managers, service delivery contractors, and systems staff to ensure seamless implementation of K–12 and community-based support services across the U.S., with a particular emphasis on standardizing and scaling Concentric’s flagship suite of home visit and mentoring services.

The VP will architect the infrastructure, workflows, and tools needed to deliver community-based services consistently, efficiently, and at scale, balancing quality, compliance, and operational excellence. This role requires a systems-oriented, people-first leader with a proven track record of scaling service models, managing distributed teams, and optimizing cross-functional operations.

Key Responsibilities

Leadership & Strategic Execution

• Lead and manage a national team of regional managers and delivery consultants, ensuring high levels of performance, engagement, and accountability.

• Collaborate with executive leadership to align operational strategy with business growth and product evolution.

• Establish and monitor KPIs related to service delivery, consultant utilization, customer satisfaction, and operational efficiency.

• Evaluate and align service model design with refreshed product offerings and go-to-market strategy.

Service Delivery & Infrastructure Development

• Establish standardized operating procedures (SOPs) for Concentric’s home visit service line, including implementation/onboarding, scheduling and coordination, session execution, documentation, issue escalation, and offboarding/transition.

• Oversee staffing and workforce management: define role structures, support recruitment efforts, and drive performance management systems across the delivery team.

• Implement protocols for client communication around onboarding, cancellations/rescheduling, and progress updates (weekly/monthly).

• Work closely with program managers to translate feedback and data into operational enhancements.

Operational Systems, Tools & Data Optimization

• Build or integrate technology platforms to support rostering, time tracking, client intake, session scheduling, and service delivery data collection.

• Own and evolve operational platforms such as HubSpot and internal scheduling tools to streamline logistics and improve visibility.

• Ensure accurate and timely data capture post-sale to enable reporting, performance tracking, and informed decision-making.

• Create a comprehensive system for operational monitoring, real-time tracking, and centralized coordination across geographies.

Quality Assurance & Continuous Improvement

• Design and oversee a system for quality assurance and fidelity of service delivery, including session shadowing, documentation audits, performance rubrics, and real-time staff coaching.

• Implement escalation protocols for service disruptions, partner concerns, or staff non-compliance.

• Identify and lead improvements in workflow automation, standardization, and service consistency.

• Use analytics and partner feedback to drive continuous improvement and elevate service outcomes.

Compliance, Risk Management & Safety

• Develop and maintain protocols to ensure compliance with HIPAA, FERPA, and all applicable federal/state/local regulations.

• Ensure all staff meet certification, background check, and safety requirements.

• Define incident reporting, emergency response, and mandated reporting policies, and ensure secure record storage.

• Mitigate operational risk through robust documentation, accountability systems, and staff training.

Cross-Functional Collaboration

•  Serve as a key liaison between operations, customer success, sales, talent, marketing, and product teams.

• Translate service model needs into operational enablement and cross-team support.

• Collaborate on the development and piloting of new programs based on evolving customer needs and educational trends.

Budget & Vendor Management

• Support operational budgeting related to logistics, tools, staffing, and vendor services.

• Oversee third-party contracts and negotiate favorable terms aligned with organizational priorities and compliance standards.

Core Competencies

• Strategic leadership and people management

• Operational design and service model scalability

• Quality assurance and program fidelity

• Compliance, safety, and risk mitigation

• Data-driven decision-making

• Cross-functional collaboration

• Effective communication and escalation management

• Process improvement and systems thinking

Preferred Qualifications

• 8-10+ years in progressive leadership roles in educational or social services, healthcare delivery, or scaled service operations

•  Demonstrated experience managing distributed teams and implementing service models across multiple sites and states

•  Deep familiarity with K–12 systems, student engagement, and wraparound supports

• Proficiency with CRM and operations tools such as HubSpot, Office 365, and scheduling platforms

• Experience in QA frameworks, feedback systems, and performance tracking

• Bachelor's degree required; advanced degree in education, business, or operations preferred

Why Concentric

•  Mission-driven team reshaping student engagement and community impact

• Opportunity to lead transformative work at the intersection of education and equity

• Flexible PTO and generous holidays

• Comprehensive health, dental, vision, and life benefits

•  Nationally recognized brand trusted by school systems and community leaders

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Concentric Educational Solutions is proud to be an Equal Opportunity Employer.  Diversity and Inclusion is an integral part of our organization and reputation. At CES, we do not discriminate and we are committed to recruit, retain, develop and promote regardless of race, religion, color, national origin, sexual orientation, gender, gender identity, disability, age, veteran status and other protected status as required by law.

APPLY TODAY and be part of a team that’s changing lives—one home visit at a time!