Are you people-focused, strategic and systems minded? Then, this is the perfect role for you!

 

We are looking for a Vice President of Service Delivery to lead, oversee and drive forward our ability to deliver excellent results and experiences for our clients and internal team members. This role will be an internal role and will manage all service related department leads. 

 

At Raindrop, “service delivery” is defined by the actual delivery of our product - creative marketing services, strategy, video production, design, PR, paid media, social media, web, design, etc. We are not expecting this person to be a world-class expert in all of these disciplines, but they are to be the perfect partner to all of our team leads to ensure they have the tools, systems and people in place to provide a best-in-class experience for our clients. 

 

We are a people-first company, with big aspirations for growth, quality of product and team culture. This role will be a critical part of delivering upon all of those goals. 

 

RESPONSIBILITIES

 

Management and Leadership

  • The ultimate decision maker and leader for ensuring that Raindrop is able to deliver best-in-class marketing services to our clients with a people-first approach to internal structures, systems and processes

    • All service delivery department leads will report to this role

  • Being a people-first manager that builds into the team, pushes them to reach their next level and has hard conversations with empathy when they are needed

  • Being a member of the Raindrop Executive Leadership team and supporting in agency-wide decision making and planning

 

Operations, Finances, People and Systems

  • Oversee all systems, tools and processes across the agency to ensure we are bringing innovative solutions to the table and working smarter not harder

    • Work with Operations Supervisor, Project Managers, team leads and COO to audit, review and update processes and systems across the agency as we grow

  • Train and keep leaders accountable for the processes 

  • Oversee Operations Supervisor and drive forward operations at Raindrop in partnership with the COO

    • Operations responsibilities include IT, Office Management, Systems, Hardware, Job Descriptions, Processes, etc. 

  • Work with Director of Finance to ensure that team staffing decisions, operations needs and any finance related issues align with broader business goals and plans

  • Work with Director of People and Culture and team leads on culture, HR and staffing needs to ensure that service delivery teams have the right people in the right seats and are set-up for meeting agency growth goals and current business needs

 

Culture

  • Be an example and leader within our culture

  • Bring a culture-first mindset to the role

 

SKILLS & REQUIREMENTS

  • 12+ years of experience as an a operations and people professional in an agency or creative services environment

  • Proven ability to support a quickly scaling business or agency 

  • Exceptional interpersonal and relationship-building skills

  • Ability to communicate effectively, concisely, persuasively and professionally, both verbally and in written form

  • Analytical abilities and aptitude in problem-solving

  • Ability to work collaboratively with a variety of personality types

  • Familiarity with a variety of project management and systems related tools i.e. Asana, Dropbox, Slack, TimeCamp, ClickUp, etc.