The Vice President of Operations (the “Vice President”) is a senior team member and key leader
for all company operations including the clinical function. He/she has overall accountability
for setting standards, ensuring compliance, achieving profitability, and demonstrating our
business values. The Vice President of Operations has the responsibility to lead our
operational management to meet goals in the following areas:
3) Brand Awareness
4) Team Member Loyalty
5) Client Loyalty
6) Customer Satisfaction
7) Successful New Openings
He/she achieves all of these within the context of standards and company policy.
He/she has (within policies and prudent business sense) the accountability and authority to
work collaboratively with and utilize use resources (human, financial) in conducting
operations that are service oriented and that consistently deliver high quality, appetizing
Profitability, client, resident, guest, and customer client satisfaction with food quality and
meal service are primary goals of daily activities. Undine endeavors to be the best (not just
among the better) provider of dining services. The VP Operations is charged with developing
excellent working relationships with clients and with training and directing all team members
towards achieving the primary goals above. The effective accomplishment of these goals results
from consistently high performance levels that exceed guest and client expectations and achieve
Thus, the Vice President Operations must have a visible presence in supervised facilities in
providing effective leadership and management of team members. He/She must set and communicate
objectives, communicate and reinforce high standards in all areas, monitor performance, address
issues, train and develop, and reward the team members so that their efforts result in profit,
high quality food and meal service, and guest and client-focused operations.
The VP Operations must also be cooperative and collaborative in client relationships, Undine
operational support, and corporate resources, as he/she understands that achievement of goals
and high standards must be a joint effort in our complex, demanding business environment. This
positions reports to the Chief Operations Officer
Balanced Leadership and Management Capabilities
The following table describes the balance of the ideal skills, knowledge and competencies that
the Vice President Operations should possess.
Ability to think and act ‘big picture and at all times be a champion of the company and its
Ability to keep overall perspective of assigned business goals, recognizing impact of
decisions on operations and residents AND pay attention to details (especially important
operational, guest satisfaction and financial ones), without getting bogged down in them.
Ability to communicate clearly and concisely (verbal and written) AND know what, when and how
to communicate depending on audience and subject matter (sensitivity and timing).
Ability to set and personally model high performance and behavioral expectations AND follow up
to ensure that expectations and standards are being met.
Ability to be willing to learn AND able to apply learning to current operations to increase
effectiveness and efficiencies
Ability to have a flexible viewpoint in evaluating and managing situations AND have complete
honesty and personal integrity in all dealings with clients, team members, company assets and
Ability to view operations from guests’ and client’s perspective AND able to incorporate this
perspective into operations (within company guidelines) for greater service
Ability to consistently deliver high quality meals and service AND achieve operating food cost
and payroll expense targets.
Ability to deliver dynamic leadership AND be a team builder, team player, and developer of
Ability to operate independently AND collaboratively taking company’s perspective in working
with other company staff to achieve company goals
Ability to clearly focus on own facility’s objectives and needs AND willing to take the total
company viewpoint, when necessary, for the greater good.
Ability to deal with immediate priorities AND be a planner, anticipating events and not be
constantly “putting out fires”
Ability to be supportive of team members’ needs AND willing and able to support management
philosophy, policies & procedures, and changes.
Ability to be technically strong (dining services operations) AND a competent leader of people
and manager of events
Ability to follow systems, programs and policies, to achieve company standards AND recognizing
when a situation requires initiative to go above and beyond standard expectations.
The Vice President Operations provides overall planning for, direction to and control of
his/her facilities to achieve operating standards, guest (i.e., residents/patients and their
guests) and client (including client employees) satisfaction, and financial goals within
requirements of company policies and statutory requirements. He/she provides guidance,
training, and follow up to team members and other key operational personnel. He/she
establishes and maintains effective team member, guest and client satisfaction through regular
contact, active listening and timely addressing of issues or concerns.
Ø Brand Awareness
Ø Team Member Loyalty
Ø Client Loyalty
Ø Customer Satisfaction
Ø Successful New Openings
Ø Meet and/or exceed budgeted revenue in all accountable facilities
Ø Meet and/or exceed client budgeted revenue in all accountable facilities
Ø Meet and/or exceed Level 1 Budgeted Profit in all accountable facilities
Ø 100% Implementation of Undine Diamond Standards
Ø Achieve 100% employee certification of staff in Diamond Standards
Team Member Loyalty
Ø Achieve Team Member Retention rate of 70% or higher annually
Ø Achievement of a score of 85% Positive Response Factor or higher in annual Dining
Services Director Opinion Survey
Ø Achievement of a score of 85% Positive Response Factor or higher in annual Team Member
Ø Achieve renewal of client contract
Ø Achieve average score of 90% or better on semi-annual client surveys
Ø Maintain overall resident/customer satisfaction score of 75% or higher
Ø Documented meal rounds of 90% of approved annual plan in all facilities
Successful New Opening
Ø Achieve 90% implementation of Unidine Standards within 90 days
Ø Acceptance of client as Unidine referral
Essential Functions and Key Tasks
Develop and Implement Operational and Clinical Strategies
· With COO develop business strategy to support company growth
· Develop and implement operational policies, procedures, and standards to achieve
· Ensure development and implementation (with Director of Clinical Nutrition and
Services) of clinical policies, procedures, and standards to achieve company goals and
Lead and Develop Field Management
· Source and recruit field operations management (e.g., Directors of Operations,
Opening Directors, and Corporate Clinical Nutrition Services).
· With field management, provide for management staffing through recruiting and
internal promotion to support existing facilities’ needs and new facilities.
· Provide supervision, goals, and performance feedback (Performance Plan) for direct
· Train and develop managerial and professional skills of direct reports
Monitor, Evaluate, and Act on Operational Performance
· Maintain ongoing knowledge of facility key needs and take appropriate actions
· Weekly, with Chief Financial Officer, analyze flash report and make recommendations
and implement action for correction of negative to budget financial variances.
· Ensure that corrective steps are promptly implemented for financial performance and
for client issues or problems.
Analyze New Business Opportunities
· With Business Development Directors and CEO analyze prospects’ for suitability to
company operational, standards, and profitability requirements.
· Conduct (or delegate) due diligence to determine prospect’s needs and, as required,
participate in sales process.
Implements and Monitor Programs and Policies
· In conjunction with other corporate senior management, interprets and ensures
compliance with operational standards, policies, procedures and guidelines to promote their
· Ensures consistent and equitable administration of personnel policies, procedures and
guidelines to facilitate effective team member relations and performance.
· Complies with Unidine Business Conduct Policy.
Establishes and Develops Client and Industry Relationships
· Establish and maintain healthcare and foodservice industry contacts to stay abreast
of developments, business opportunities, and recruitment
· Attend appropriate trade and industry shows
· Ensure regular contact and relationship development with key clients.
Develop Annual Operational Budget
· Work with COO and CFO to develop and implement annual financial goals
· Establish facility roll up sales and expense budget with Corporate Controller
Work With and Utilize Corporate Staff
· Establish effective working relationships with all Corporate Support Staff to ensure
appropriate support for operational needs.
Directly oversees Directors of Operations or Dining Services Directors who have the
responsibility for each facility. Carries out executive management responsibilities in best
interests of owner’s asset and in accordance with Company policies, standards and applicable
laws. FLSA status: Exempt
(To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.)
LEVEL OF JOB PRESSURES:
This position routinely requires extensive travel and interaction with clients and team
members at all levels throughout the company in situations where judgments must be made or
resolution achieved while maintaining professional composure in difficult, conflicting or
emotionally laden events. This position requires ability to meet job objectives within a
variable schedule, often with extended or unplanned hours. Incumbent may be required to fill
in for absent team members on occasion and/or assist at other locations for vacation coverage
or facility openings. Based on direct supervisory responsibilities, regular attendance is a
Position requires working knowledge of the following applications: MS Office (e.g., MS Word,
Excel, E-mail, data base management). Incumbents will use the Unidine software regularly.
EDUCATION and/or EXPERIENCE:
15+ years related successful experience and in a Hospital or Acute Care environment; or
equivalent combination of education and experience. An undergraduate degree in Food Science,
Nutrition, Culinary Arts or Hotel/Restaurant Management is highly desirable. In absence of a
bachelor’s degree, a candidate must have an Associate’s Degree and have completed the
Certified Dietetic Manager program (or state equivalent).
· Ability to read and interpret general business periodicals, corporate policy, trade
journals, technical procedures, or governmental regulations (in English).
· Ability to write formal and casual business correspondence and e-mails in standard
· Ability to effectively present information and respond to questions (in English) from
team members, residents/guests, and clients.
· Ability to apply and train subordinates in difficult mathematical concepts such as
fractions, percentages, ratios, and algebra proportions to practical situations such as guest
calorie and nutritional needs, ordering, menus, recipes, portion sizes, payroll, etc.
· Ability to calculate amounts such as discounts, interest, area, gross profit,
circumference, and volume.
· Understanding of and ability to apply finance and business finance concepts to have a
complete understanding of all financial data as it relates to the operation of facilities and
· Ability to define and solve practical problems, to collect data, to establish facts,
to draw valid conclusions, and implement solutions.
· Ability to interpret a variety of instructions in mathematical or diagram form and
deal with several abstract and concrete variables (e.g., temperature charts, sanitation
procedures, basic food service equipment operations troubleshooting/cleaning/maintenance,
recipes and variations)
· Ability to interpret and disseminate a variety of instructions furnished in written,
verbal, diagram, or schedule form. Ability to judge team member performance situations, to
apply policy to performance and disciplinary issues and take appropriate actions in a timely
· Ability to determine and analyze variances, trends (e.g., actual to budget, TY vs. LY
comparisons) and direct subordinate staff in taking appropriate action
· Valid driver’s license
· ServSafe certification
· Any required state/local certifications or registrations
While performing the duties of this job, the VP Operations is regularly required to be at the
assigned client site at variable hours. The VP Operations is regularly required to talk or
hear, both in person and on the telephone. The VP Operations frequently is required to stand;
walk; and use hands to finger, handle, or feel. The VP Operations is regularly required to
sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or
smell. The VP Operations must write and read frequently and regularly use a keyboard.
Specific vision abilities required by this job include close vision, distance vision, color
vision, peripheral vision, depth perception, and ability to adjust focus.
(The physical demands described here are representative of those that must be met to
successfully perform the essential job functions. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.)
While performing the duties of this job, the VP Operations is occasionally exposed to outside
weather conditions. The VP Operations is regularly exposed to hot, cold, wet and/or humid
conditions, moving mechanical parts, risk of electrical shock, burn from hot equipment, and
vibration. The noise level in the work environment is usually moderate to somewhat noisy. All
facilities are non-smoking and drug free environments.
(The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.)
Employment candidates for this position must have authorization to work in the United States,
pass a required CORI and/or State background check, and meet any other checks/qualifications
required by client/facility, or other statutory requirements.
Candidates may also be required to pass a standard pre-employment drug screen and
pre-employment health exam.