VP, Operations (Greater Toronto Area)

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

• 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

• 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

• 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

• 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

• 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
• Strategic Vision & Execution
• Results Orientation & Accountability
• Client-centric Mindset
• Data-Driven Decision Making
• Change Management & Adaptability
• Leadership & Employee Development

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.