Vice President of Service Excellence (remote)

Columbia, MD
Jan 27, 2022
Jan 29, 2022
Full Time
Skylight is at the forefront of a civic movement to reinvent how the government serves the public in a digital world. Our talented team of designers, engineers, and more consists of former Presidential Innovation Fellows, founders of 18F, and members of the US Digital Service. We firmly believe that government success requires working closely with them to build up their internal capacity to deliver great digital services. The work is challenging, but highly rewarding: Millions of people from veterans to immigrants depend on government services to fulfill their needs every day. Since launching a few years ago, our team has grown rapidly. We find ourselves in an exciting position to further deepen our partnerships within the government contracting space, to continue to attract and retain amazing teammates, and to scale our capacity to make an even bigger difference in the world. Our company is organized into five main groups: Executive Office (sets and operationalizes the strategic direction of the company), Human Services (focused on clients such as the Centers for Medicare & Medicaid Services), Defense Services (focused on clients such as the US Air Force), Training Services (focused on providing educational services to various government clients), and Service Excellence (focused on continually improving how we deliver client experiences and services across the company). Were looking for a talented executive to join our growing team and serve as Skylights Vice President (VP) of Service Excellence. Requirements What youll do: Form collaborative partnerships across the company to make Skylight the premiere provider of digital government consulting services Relentlessly advocate for and take action to drive the highest levels of quality service and work Oversee multiple Practice Area Leads who are responsible for developing, sharing, and representing Skylights know-how in areas such as experience design, product management, and software engineering Develop and institute competency development frameworks across the entire organization to provide a means for describing and measuring how to progress and be successful in various roles Work across the organization to embed professional development activities (such as coaching and peer mentoring) into our normal, day-to-day operations Develop organizational-wide knowledge assets such as frameworks, handbooks, guides, templates, etc. to help improve the quality and value of our delivery work Make these knowledge assets accessible both internally and externally Develop and implement transparent feedback mechanisms to measure and gain insight into ways we can improve the quality of our delivery Partner closely with the VPs of our business units (such as Human Services) and others within the organization to continually improve the quality of our delivery Partner closely with the VP of Training Services to translate the know-how of our people and organization into new and improved educational offerings Be willing to provide hands-on client delivery support, where necessary Support business development activities, as needed Perform and support core operational functions such as human resource management What were looking for: Startup mentality, including a high degree of entrepreneurialism and resourcefulness Strong background in managing complex client service delivery engagements featuring cross-functional teams Strong knowledge of digital delivery principles and practices, such as user-centered design and agile software delivery Experience building and managing high-performing teams Collaborative, supportive leadership style Customer-oriented and quality-minded Experience with government contracting and contract management, a plus Excellent interpersonal and relationship management skills Excellent analytical and problem-solving skills Organized and detailed-oriented Superior written and oral communication skills A mindset and work approach that aligns with our core values Ability to travel to from time to time (when its safe) Benefits We focus on supporting you in a variety of ways: Competitive salary Medical insurance, dental insurance, vision insurance Short-term and long-term disability insurance Life and AD&D insurance Dependent care FSA, healthcare FSA, health savings account Dollar-for-dollar 401(k) match up to 10% of your salary Paid time off, including 15 accrued vacation days, 11 federal holidays, 5 floating holidays, and flexible sick leave Minimum of 9 weeks paid time off for all eligible new birth, adoption, or foster parents Performance rewards, including annual salary increase, annual performance bonus, spot bonuses, and stock options Business development / sales bonuses Referral bonuses Annual $2,000 allowance for professional development Annual $750 allowance for tech-related purchases Annual swag budget of $100 to display your Skylight pride with some merchandise (hoodies, hats, and more) Dollar-for-dollar charity donation matching, up to $500 per year Access up to $1,000 before payday to cover emergency expenses Remote-friendly work environment An environment that empowers you to unleash your superpowers for public good We participate in E-Verify and upon hire, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US We're an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.