Vice President of Service Delivery

About Aira:

At Aira, we are revolutionizing the world through our human-to-human assistance platform, enabling independence and productivity by eliminating barriers to visual information. Our service empowers our partners to deliver inclusive and accessible experiences. Recognized among Time’s Best Inventions, we collaborate with some of the world’s most influential organizations, including the largest employers, universities, retailers, state and federal agencies, and advocacy groups like the National Federation of the Blind, American Council of the Blind, AHEAD, and Disability:IN.

We are dedicated to breaking down access and inclusivity barriers by building a diverse team committed to racial and gender equality, inclusion, empowerment, and respect. We believe that a supportive and inspiring environment fuels creativity and innovation, benefiting everyone. Our team members are encouraged to bring their passion and curiosity to work every day.

Role Overview:

As a key member of the Leadership Team, the Vice President of Service Delivery will define and lead the strategy and execution of visual interpreting  services. This role is critical to our 24/7/365 live customer engagement, focusing on talent acquisition, operational processes, and the integration of technology. You will be responsible for ensuring fast response times, high-quality Visual Interpreter sessions, and efficient resource use.

Key Responsibilities:

• Strategic Leadership:
• Develop and execute enterprise growth plans with the CEO, focusing on Engineering, Marketing, Sales, Finance, and Human Resources.
• Translate strategy into actionable goals for performance and growth, implementing organization-wide goal setting and performance management.
• Team Building:
• Recruit, retain, and develop talent at all levels, providing coaching and mentoring as needed.
• Build a highly inclusive culture that ensures team members can thrive and meet organizational outcomes.
• Operational Excellence:
• Monitor performance with tracking and establish corrective measures as needed.
• Prepare detailed reports, both current and forecasting.
• Ensure compliance with company business requirements.
• Leadership and Project Management:
• Lead project teams to develop and implement new programs and process improvements.
• Manage projects according to Aira’s established program management methodologies.
• Identify and communicate key responsibilities to ensure teams have the tools to execute and achieve business results.
• Planning and Execution:
• Develop strategic and operational plans, manage execution, and measure results.
• Educate teams on policy and practice changes within the organization.
• Implement strategic approaches to support business goals and strategies.
• Financial Acumen:
• Demonstrate comfort with hands-on interaction and interpretation of complex metrics and financial details.
• Oversee and analyze profit and loss statements, cost-per-unit forecasting, and tracking.
• Coordinate and optimize payroll and the efficient execution of Visual Interpreting resources.
• Provide clear financial insights to guide decision-making and ensure financial performance aligns with organizational goals.
• Business Acumen:
• Communicate learnings and insights to cross-functional teams and leadership.
• Build strong working relationships with leaders and stakeholders.
• Develop a deep understanding of all operational details at Aira.

Core Competencies:

• Drive Results: Set operational vision and strategy, persist in achieving objectives despite obstacles, and inspire others to achieve results.
• Optimize Work Processes: Focus on continuous improvement, design efficient workflows, and create processes that support growth and sustainment.
• Business Insight: Understand Aira’s business operations, stay abreast of competition and market trends, and guide actions based on business drivers.
• Build Effective Teams: Foster a sense of belonging, open dialogue, and collaboration among team members.
• Ensure Accountability: Follow through on commitments, establish clear responsibilities, and create feedback loops to monitor work and measure results.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is preferred.
• Minimum of 10 years of experience in service delivery or a related field, with at least 5 years in a senior leadership role.
• Proven track record of successfully managing service delivery operations and leading high-performing teams.
• Strong understanding of service delivery best practices and methodologies.
• Excellent strategic planning, organizational, and problem-solving skills.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients and internal stakeholders.
• Demonstrated ability to manage budgets and financial performance.
• Strong leadership and team management skills, with a focus on developing and mentoring staff.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits

• Opportunity to impact a mission-driven business.
• Low-drama, hands-on culture.
• A dedicated and hard-working team behind our award-winning company.
• Competitive salary with significant equity options.
• Top-tier medical, dental, vision, life, and disability insurance.
• Unlimited PTO.
• Fully remote position.

Aira’s Values

• We are powered by people
• We pursue excellence & hold ourselves accountable for results
• We embrace change and agility
• We act with integrity, transparency, dignity and respect
• We are champions of inclusion, diversity and accessibility

Aira’s Operating Principles

• Agility: We reconsider priorities and solutions when presented with new information, scenarios, and opportunities.
• Focus: We operate with a plan, based on our roadmap and aligned to our priorities.                        
• Diversity: We embrace a workplace that celebrates personal differences and the way those differences make us all stronger.
• Scalability: We expect and demand repeatable, documented processes to replace ad-hoc operations, so we can scale growth and support career movement.
• Fiscal Responsibility: We make financial (or investment) decisions using radical optimism coupled with disciplined, fiscal conservatism.
• Transparency: We (Employees and Agent Staff) engage in open, honest, and direct, 2-way communication because we trust one another.
• Corporate Social Responsibility: We support the community in matters related to health, employment and independent living.  This includes making our service available as broadly as possible to support these commitments.

Equal Opportunity Employer

Aira provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.