About this position
We’re on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes – large and small, national and global – our business model emphasizes the importance of human connections. Join IMPACT Group and you’ll be helping others move their careers forward!
Candidates must reside in the St. Louis metro area. The position is hybrid and will occasionally come in to our Chesterfield, MO office. This is a full-time, exempt position with benefits.
Job Summary:
The Vice President of Coaching Service Delivery and Operations is a key member of IMPACT Group’s executive team and a strategic leader responsible for the profitable, scalable, and high-quality delivery of our coaching solutions across relocation, outplacement, and leadership development. This executive oversees coaching performance, delivery operations, and the teams supporting research, résumé development, quality assurance, content, and department specific training.
This leader brings strong business acumen, deep analytical capability and advanced metrics driven decision making skills. With mastery of financial analysis and margin optimization, he/she ensures IMPACT Group’s service delivery remains both exceptional and profitable. He/she anticipates industry shifts, influences organizational strategy and leads departmental initiatives that advance operational efficiency and innovation.
Key Responsibilities:
- Lead and develop a globally dispersed service delivery organization of 250+ employees, including direct management of 5–7 people managers, setting clear expectations, driving accountability, and ensuring consistent performance across regions, functions, and time zones.
- Defines and advances a metrics-driven service delivery strategy with clear KPIs focused on user experience, profitability, quality, scalability and operational efficiency.
- Uses data and analytics to inform executive decision-making, resource allocation and long-term service delivery models.
- Provides clear, insight-based recommendations to support the company’s strategic vision and future direction.
- Ensures service delivery excellence for all coaching programs with a strong emphasis on measurable outcomes, service quality and profitability.
- Establishes and monitors KPIs related to utilization, productivity, cost-to-serve, turnaround time, and participant satisfaction.
- Leads coaching managers to achieve margin targets, financial performance expectations and operational goals.
- Operational Leadership, Profitability & Continuous Improvement
- Owns full P&L responsibility for service delivery, including budgeting, forecasting, pricing inputs and margin optimization.
- Conducts regular financial and operational reviews, leveraging Excel based models to analyze trends, variances, capacity and resource utilization.
- Identifies opportunities to reduce operational costs while protecting or enhancing quality and participant satisfaction.
- Leads continuous improvement efforts using innovation frameworks or Lean/Agile methodologies to enhance efficiency and profitability.
- Oversees quality metrics and ensures transparency, accountability and continuous improvement cycles across all delivery functions.
- Cross-Functional Partnership
- Works closely with sales, account management, and accounting to ensure profitable solution design, accurate scoping and cost discipline.
- Collaborates with IT to prioritize and implement technology enhancements that improve operational efficiency and participant experience.
- Team Culture, & Talent Development
- Leads, develops and scales high-performing teams across service delivery and operations, emphasizing data literacy, financial acumen and accountability.
- Ensures training programs incorporate measurable coaching standards, productivity targets and quality expectations.
- Promotes a culture that values transparency, meaningful metrics and continuous feedback.
- Demonstrates managerial courage while balancing business needs with a people centric leadership approach.
- Bachelor’s degree in business, management, social/behavioral sciences or related field; Master’s preferred.
- 8+ years of progressive leadership experience in service delivery, operations, coaching, HR consulting or professional services.
- Experience managing large teams of 100+ including experience managing senior managers and middle managers.
- Operational execution experience with at least $8M+ annual revenue.
- Minimum 4 years at the Director or Senior Director level leading large, multi-disciplinary teams.
- Proven ownership of P&Ls and experience managing sizable departmental or business unit budgets.
- Global management experience and experience managing full-time employees, part-time employees and independent contractors.
- Exceptional analytical skills and advanced proficiency in Microsoft Excel (complex modeling, forecasting, pivot tables and data analysis).
- Demonstrated success using metrics/KPIs to drive decision-making, improve efficiency and enhance margins.
- Experience with financial modeling, revenue/cost analysis, and margin improvement strategies.
- Strong background in operational excellence, including the application of Lean, Agile, Six Sigma or related methodologies.
- Ability to communicate complex financial and operational insights clearly and persuasively to executive and non technical audiences.
- Outstanding change management skills with the ability to lead through ambiguity and fast-paced growth.
At IMPACT Group, we believe that diversity drives innovation—and that work should be accessible to everyone. We are an Equal Opportunity Employer committed to equity and inclusion across race, ethnicity, gender, sexual orientation, gender identity, disability, age, neurodiversity, veteran status, and every intersection in between.
We support flexible, remote, and hybrid work arrangements and are intentional about creating an environment where all team members—whether in-office or remote—can contribute fully and thrive.
Accessibility is a priority. If you need accommodations during the application or interview process, or while working with us, we’ll partner with you to ensure a barrier-free experience.
We know that people are at the heart of every successful transition—whether it's relocation, career change, or professional development, we are committed to building a team that reflects the diverse individuals and communities we serve across the globe.
Applicant Data Disclosure & Privacy Notice (GDPR + CPRA)
This Applicant Data Disclosure & Privacy Notice (“Notice”) explains how IMPACT Group (“Company,” “we,” “our,” or “us”) collects, uses, shares, retains, and protects personal data in connection with our recruiting and hiring process, including when you apply for a job through our applicant tracking system (“ATS”).
This Notice applies to applicants, candidates, and individuals interacting with our recruitment process (“Applicants”).
1) Who We Are (Controller / Business)
Company Name: IMPACT Group
Address: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United States
Email: hresources@impactgrouphr.com
Phone: + 1 800-420-2420
GDPR Data Controller
For individuals located in the European Economic Area (EEA), United Kingdom, or Switzerland, IMPACT Group is the data controller of your personal data.
California CPRA Business
For California residents, IMPACT Group is a “business” as defined under the California Privacy Rights Act (“CPRA”).
2) Categories of Personal Data We Collect
We may collect the following categories of personal data from you, depending on the role and recruitment stage:
A. Identifiers & Contact Information
• Name, email address, phone number
• Mailing address (if provided)
• Online identifiers (e.g., IP address, device identifiers)
B. Professional & Employment-Related Information
• Resume/CV, cover letter, work history, education
• Certifications, languages, skills, portfolio, writing samples
• References and referral information (if provided)
C. Recruiting Process Information
• Interview notes, assessment results, communications
• Application status, scheduling history, outcomes
D. Sensitive Personal Information (Only When Permitted/Required)
We may collect limited sensitive personal data only where permitted by law and/or relevant to the hiring process, such as:
• Disability or accommodation needs
• Work authorization/immigration status (as required)
• Diversity/equal opportunity data (optional, where applicable)
• Background check results (only after applicable notice/authorization)
We do not use sensitive personal information to infer characteristics about you for unrelated purposes.
E. Technical & Usage Data (ATS and Website)
• Log data, browser type, operating system
• Interaction data within our career site/ATS
3) Sources of Personal Data
We collect personal data from:
• You directly (applications, communications, interviews)
• Recruiting sources you authorize (e.g., LinkedIn or job boards)
• Referees you provide (where permitted)
• Service providers supporting recruiting (e.g., ATS, assessments)
• Background check providers (only where applicable and authorized)
4) Purposes for Using Personal Data
We use your personal data to:
1. Process your application and evaluate your qualifications
2. Communicate with you about roles, interviews, and outcomes
3. Conduct interviews and assessments (where applicable)
4. Verify information provided (e.g., references, work eligibility)
5. Perform background checks (only when permitted/authorized)
6. Comply with legal obligations, including employment and recordkeeping laws
7. Improve our recruiting process, including system administration, analytics, and security
8. Maintain talent pools (with your consent where required)
5) Legal Bases for Processing (GDPR)
If you are located in the EEA/UK/Switzerland, we process your personal data under one or more of these legal bases:
• Legitimate Interests: to manage recruitment, assess candidates, and secure our systems
• Contract / Pre-contractual Steps: to take steps at your request prior to entering an employment contract
• Legal Obligation: to comply with employment, tax, immigration, and equal opportunity laws
• Consent: for certain optional activities (e.g., keeping you in a talent pool, diversity data where required)
You may withdraw consent at any time where processing is based on consent, without affecting the lawfulness of prior processing.
6) CPRA Notice at Collection (California Applicants)
If you are a California resident, the CPRA requires that we disclose the categories of personal information collected and the purposes for which it is used.
We collect the categories listed in Section 2 above for the business purposes described in Section 4, including:
• recruiting and hiring decisions,
• security and fraud prevention,
• legal compliance,
• internal operational purposes.
We do not sell your personal information.
We do not share your personal information for cross-context behavioral advertising (as defined by the CPRA).
7) How We Disclose/Share Personal Data
We may disclose personal data to:
A. Internal Stakeholders
• HR, recruiting staff, hiring managers, and interviewers
• Internal legal, IT, finance, and security staff (as needed)
B. Service Providers / Processors
We use vetted third-party providers that support recruitment, such as:
• Applicant Tracking System provider
• Interview scheduling tools
• Video conferencing platforms
• Skills/assessment providers
• Background check providers (where applicable)
These parties are required to use personal data only to provide services to us and to protect it appropriately.
C. Legal and Compliance Disclosures
We may disclose data if required to comply with law, regulation, legal process, or government requests, or to protect rights and safety.
D. Corporate Transactions
If we are involved in a merger, acquisition, or asset sale, your data may be transferred as part of that transaction, subject to confidentiality protections.
8) Automated Decision-Making
We do not make hiring decisions based solely on automated decision-making that produces legal or similarly significant effects.
If we use automated tools to assist with recruiting (for example, to help sort applications), they are used with human review and appropriate safeguards.
9) Data Retention
We retain applicant data only as long as reasonably necessary for recruiting and legal compliance.
Typical retention periods:
• Unsuccessful candidates: [e.g., 1–3 years] after the hiring decision
• Hired candidates: data may be transferred into personnel files and retained per employment record retention rules
• Talent pools: retained until you request deletion or after [e.g., 2 years] of inactivity, whichever occurs first
Retention may vary by jurisdiction and legal requirements.
10) International Transfers (GDPR)
Because we are U.S.-based, your information may be transferred to and processed in the United States or other countries where we or our service providers operate.
Where required under GDPR, we use appropriate safeguards such as:
• Standard Contractual Clauses (SCCs) approved by the European Commission, and/or
• Other legally recognized transfer mechanisms
You may request more information about these safeguards by contacting us.
11) Your Rights
A. GDPR Rights (EEA/UK/Switzerland)
You may have the right to:
• Access your personal data
• Correct inaccurate or incomplete personal data
• Request deletion (“right to be forgotten”)
• Restrict processing
• Object to processing (including based on legitimate interests)
• Data portability (where applicable)
• Lodge a complaint with your local supervisory authority
B. CPRA Rights (California Residents)
You may have the right to:
• Know what personal information we collect, use, and disclose
• Access specific pieces of personal information
• Delete personal information (subject to exceptions)
• Correct inaccurate personal information
• Limit the use and disclosure of sensitive personal information (where applicable)
• Not be discriminated against for exercising your privacy rights
To exercise your rights, contact us using the information in Section 12.
12) How to Submit a Privacy Request
To exercise privacy rights, please contact:
Email: hresources@impactgrouphr.com
Subject Line: “Applicant Privacy Request”
Mail: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United States
We may need to verify your identity before fulfilling your request. If you use an authorized agent (California), we may request proof of authorization.
13) Security Measures
We use reasonable administrative, technical, and organizational safeguards designed to protect applicant data, such as access controls, encryption (where appropriate), and vendor security requirements.
No system can be guaranteed 100% secure, but we work to protect your personal data against unauthorized access, loss, misuse, or alteration.
14) Equal Opportunity and Optional Demographic Data
Where permitted or required, we may request optional demographic information (e.g., gender, race/ethnicity, disability status) to support equal employment opportunity reporting and diversity initiatives.
Providing this information is voluntary (where applicable) and will not affect hiring decisions.
15) Children’s Privacy
Our recruiting process is not intended for children under 16, and we do not knowingly collect personal data from children through our ATS.
16) Changes to This Notice
We may update this Notice periodically. If we make material changes, we will post the updated Notice with a revised effective date.
Powered by JazzHR
Salary Information