Job Description

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

Job Summary:
The Vice President, Operations is responsible for the day-to-day management of fulfilment functions to ensure effective and efficient processes, high client satisfaction, and regulatory compliance. While this role will be largely remote, we are currently limiting our search to candidates in the Toronto area for monthly visits to the Toronto area office. Additionally, there will be up to 10% travel including international trips.

What You'll Do:
Operational Leadership:

Oversee daily operations for the fulfilment teams
Develop and implement operational strategies, key performance indicators, and goals to improve service delivery, quality, and client satisfaction
Drive continuous improvement in operational workflows to optimize efficiency and demonstrate cost stewardship
Prepare executive updates on a monthly basis
Participate as a speaker/presenter in meetings

Team Leadership:

Lead, coach, mentor, and develop a high-performing operations team, fostering a culture of accountability, growth, and collaboration
Partner with Human Resources on talent acquisition, learning and development, and performance management
Develop career pathing and succession planning within the team

Process Optimization:

Analyze operational data and leverage insights to implement process improvements and enhance overall service delivery
Partner with Product, Technology, and Enablement teams to evaluate and implement new tools, platforms, or vendors that can increase efficiency, reduce costs, and support company growth
Evaluate and implement new tools, platforms, or vendors that can increase efficiency, reduce costs, and support company growth

Client Relations:

Act as the senior point of contact for escalations, working closely with Customer Success teams to resolve issues promptly
Monitor Service Levels and performance metrics, ensuring the team consistently meets and exceeds client expectations
Attend client meetings via video call and in-person as needed

Strategic Planning

Help set operational goals and align operational objectives with the company’s strategies
Participate in and lead cross-functional projects and initiatives that drive growth, optimize operational performance, and expand product offerings
Remain abreast of industry trends and regulator changes, providing strategic recommendations to adapt of capitalize on evolving industry conditions

What You’ll Need to be Successful:

10+ years of experience in operations management, preferably within the background screening, risk management, or due diligence industries
Proven track record of leading and scaling operations in a high-growth environment
Exceptional leadership skills with experience, building, managing, and developing high performing teams
Strong communication, problem-solving, and decision-making abilities
Demonstrated experience with process improvement, data analysis, and technology-driven solutions
Act as the senior point of contact for escalations, working closely with Customer Success teams to resolve issues promptly
Monitor Service Levels and performance metrics, ensuring the team consistently meets and exceeds client expectations
Attend client meetings via video call and in-person as needed
Strategic Vision & Execution
Results Orientation & Accountability
Client-centric Mindset
Data-Driven Decision Making
Change Management & Adaptability
Leadership & Employee Development

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

This position is a replacement role for an existing vacancy.
Applications are processed through an applicant tracking system (ATS), and while automation helps with organization, all decisions include meaningful human involvement which is maintained throughout the hiring process.

The base salary range for this position is approximately $130,000-$150,000 CAD. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
If you require accommodation at any stage of the hiring process, please let us know. We will work with you to meet your needs.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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First Advantage

Open Positions

VP, Operations (Greater Toronto Area)