Vp Call Center Operations Jobs in Utah (NOW HIRING)

About Kiln:

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces.
Kiln launched in 2018 in Salt Lake City and Lehi, Utah, and has since expanded throughout the Mountain West. As a leader in the flex-office movement, Kiln is helping define the future of hybrid work within the evolving world of commercial real estate.

Our Core Values:

Human at the core
Achieve & Celebrate Together
Thoughtful and with Purpose
Always Evolving
Nothing short of Extraordinary
Scrappy & Ingenious

Our Mission:

Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways.
Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine.

About the Role:

The Regional VP oversees a portfolio of Kiln community locations and teams, operating under the direction of the CEO in a general manager capacity. This role has direct managerial responsibility for the community teams at each location, and is accountable for the financial performance (including top-line revenue and bottom-line profits) of the assigned portfolio. This individual is also responsible for ensuring a world-class member experience at each assigned location, driving new member acquisition and member retention with the ultimate goal of attaining and maintaining stabilized monthly recurring revenue (MRR).

Key Relationships:

• Regional VP peers
• Area Managers
  
• Community Directors/Managers and Community teams
• Operations and Training team members and other regional leaders
• Marketing team
• Business Development team
• Finance team
• External partners/vendors

Major Responsibilities:

The Regional VP directly supervises the community teams, specifically Area Managers and Community Directors/Managers overseeing the locations within the regional portfolio. Additionally, this individual leads the teams and oversees hiring, training, and performance management; budgeting, revenue, cost performance, and profitability of these locations. The Regional VP is responsible for ensuring that every aspect of the Kiln member experience in these locations is best-in-class. This is a key leadership position within Kiln, and this individual serves as a subject matter expert, staying abreast of industry trends and competitor strategies.

Hiring

• Identify outstanding talent for community teams in each market
• Partner with Talent team to recruit, vet, and select best candidates to build strong, well-balanced teams at each location

Leadership

• Manage and lead assigned communities by directly supervising Area Managers and Community Directors/Managers and overseeing operations in those sites
• Provide thought leadership and carry out new initiatives as directed by leadership team
• Establish and continually uplevel standards for delivery of world-class hospitality in all locations
• Mentor and lead Area Managers and Community Directors/Managers with all necessary managerial responsibilities, including hiring, training, performance management, etc.
• Identify and nurture high-potential team members to build talent pipelines and upward mobility paths for team members within Kiln

Financial Performance

• In partnership with Area Managers, Community Directors/Managers, and Business Development team, drive site top-line and bottom-line growth through achievement of revenue targets and cost management
• With finance team, develop and implement mechanisms for tracking financial performance on a monthly basis and consistently report back to senior leadership on progress
• Constantly seek out opportunities to make sites more financially stable and efficient, including but not limited to staffing / compensation, subscriptions and technology, preventative maintenance and cost-effective vendor and partner solutions

Training

• With team members in training roles, assure all community team members are properly trained in their roles and cross-trained to perform other team members' roles if needed
• Develop a robust, repeatable onboarding and training program for all new and promoted community team members
• As needed, introduce new team structures and corresponding training programs based on community needs

Operations

• Partner with the operations team members and site teams to maintain cleanliness and operational effectiveness of each location in the assigned portfolio
• Partner with build and procurement teams to oversee and complete all necessary site-level improvements, including capital improvements, renovations and refurbishments

Ideal Experience & Skills:

• 10+ years work experience in relevant positions and industries
• Bachelors and Masters degrees preferred, not required
• Experience recruiting, hiring and leading teams and leaders of teams required
• Analytical and problem-solving skills with ability to multitask in a fast-paced environment
• Strong financial acumen and P&L management experience
• Experience and success working cross-functionally in an organization and accomplishing shared goals
• Experience working in, coworking, hospitality, retail, or other comparable customer-service or customer-facing brands
• Outstanding communication, presentation and leadership skills
• Highly flexible with an adaptive out-of-the-box mindset
• Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Exceptional organizational and multitasking skills
• Passion for technology and entrepreneurial communities
• Passion and understanding for Kiln's mission and values
• Proficient in use of Google Suite, Microsoft Suite, Asana, and ready and able to learn to use additional platforms.

Personal Qualities:

• People-first mindset
• High integrity and accountability
• Empathetic, dependable, and self-aware
• Entrepreneurial spirit
• Passion for building community
• Genuine alignment with Kiln's mission and values

At Kiln, you're not just running a workspace-you're building something meaningful. If you love bringing people together, leading with purpose, and creating unforgettable experiences-we'd love to meet you.