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8 days ago
Requirements and responsibilities
About American Safety InstituteAmerican Safety Institute (ASI) exists to make our roads safer and to save lives. We are a leading provider of transportation training and compliance solutions, serving customers across the spectrum — from first-time teen drivers in Florida and New York to the emergency vehicle operators who answer life-or-death calls every day.Through our ASI brand, we hold a strong position in two of the most rigorously regulated driving markets in the US, delivering DMV-approved courses that have been repeatedly validated for effectiveness. Through our Coaching Systems brand, we produce CEVO — Coaching the Emergency Vehicle Operator — one of the most recognized emergency vehicle training programs in the ambulance industry, used by fleets and agencies nationwide.Our platform delivers training at scale: courses are available online through our proprietary learning management software, via physical workbooks in classroom settings, and through automated recurring training programs that enable fleets to maintain ongoing compliance with minimal friction. The business is backed by The Brydon Group, a veteran-led private equity fund focused on regulated business services and software.Our vision: to be the best transportation training and compliance partner in the US — delivering content and service that helps save lives.The OpportunityASI is at an inflection point. The business has built strong market positions, differentiated content, and a loyal customer base — but has been constrained by the weight of legacy processes, manual workflows, and fragmented systems. The next chapter requires modernizing how the business operates, unlocking the data that drives smarter decisions, and building the infrastructure to support a larger, more complex organization as we grow organically and through acquisition.The VP of Operations will partner with the CEO to lead that transformation as an active leadership role on the ASI ELT. You will own end-to-end operations across Customer Success, core Operations, and all Back-Office functions, and you will be empowered to reimagine how they work. You will have dedicated automation resources and Engineering support, a clear mandate from the CEO, and the latitude to move fast.This role reports directly to the CEO and functions as the key Integrator of the business: the connective force between teams, systems, and strategy. Leaders who demonstrate clear ownership and drive measurable results will have a defined path to Chief Operating Officer.Key Responsibilities1 — Drive Operational TransformationOwn the end-to-end roadmap for process improvement and automation across Operations, Customer Success, and Back Office, with accountability for meaningful gains in productivity and margin.Partner with the Engineering team and external automation consultants to design, build, and implement solutions — playing a hands-on role in architecting systems, not just directing others.Lead the evolution of ASI’s data infrastructure: cleaner systems, better reporting, and the business intelligence capabilities that enable smarter decisions across teams and better service for customers.Drive adoption of technology-enabled workflows that reduce dependency on manual effort and create compounding operational leverage over time.Set and enforce standards — policies, procedures, compliance requirements — that ensure consistency and integrity as the business scales.2 — Elevate the Customer ExperienceLead the Customer Success organization, setting strategic direction and holding the team accountable to high standards for service quality, responsiveness, and revenue retention.Build and own a unified, tech-enabled approach to inbound customer service that maximizes team capacity on high-impact work and minimizes time lost to manual, repetitive processes.Establish a continuous feedback loop: automated customer satisfaction measurement, rigorous analysis, and clear mechanisms to translate insights into product, content, and service improvements.Define and track the KPIs that matter — satisfaction scores, call answer rates, retention — and use them to lead the team.3 — Manage and Modernize Business InfrastructureLead and develop the functional leaders of Operations, Customer Success, and Back Office — as well as the vendor relationships across Fulfillment, HR, Finance, IT, and key software platforms (HubSpot, Shopify, QuickBooks, Aircall).Oversee financial performance across the functions you lead, including budgeting, forecasting, and analysis, in close partnership with the Finance team.Continue the transition of ASI’s checkout and order management to Shopify, ensuring streamlined workflows and consistent, reliable data downstream.Ensure the business operates with the compliance standards and operational integrity appropriate for a regulated services business.4 — Instill the Operating SystemTake full ownership of BMS implementation: vision alignment, scorecards, meeting rhythms, and accountability structures across all functions.Build a performance management culture — partnering with the CEO to establish coaching cadences and the expectation of clear metrics ownership at every level.Translate strategic objectives into actionable operating plans that teams can execute against week over week.5 — Lead Acquisition IntegrationOwn the integration playbook: operationalizing acquired businesses, migrating them onto ASI’s systems and processes, and ensuring a smooth transition for their customers and teams.Build a repeatable integration model that improves with each acquisition and accelerates time-to-value across the portfolio.What We’re Looking ForThe right person for this role is a high-horsepower operator with a tinkerer’s instinct — drawn to complexity, energized by building, and rigorous about results.RequiredBachelor’s degree in business, operations, or a related field; MBA preferred5–7+ years in business operations, including experience leading operations for a growing business or business unitProven track record driving automation and process improvement — hands-on experience designing and implementing tech-enabled workflowsAnalytical horsepower: data analysis, business intelligence, and the ability to sponsor infrastructure projects that improve reporting and decision-makingPeople leadership experience: building teams, managing performance, developing functional leadersStrong financial acumen: fluency with P&L dynamics, budgeting, and the levers that drive margin and cash flowChange management experience: guiding an organization through meaningful operational transformationProject management discipline: ability to drive multiple high-priority workstreams simultaneously without losing accountability for outcomesExperience working with physical products and fulfillment operationsExceptional communication skills and the executive presence to influence at all levels, including with senior customer and partner stakeholdersPreferredExperience with EOS or a similar business operating systemBackground in transportation, education technology, or regulated servicesFamiliarity with the software platforms ASI runs on (HubSpot, Shopify, QuickBooks, Aircall)Compensation & Career PathCompensation: Base + Bonus (on-target earnings) in the $200–$250K range (commensurate with experience) + equity participationBenefits: health insurance, paid time offCareer path: VP of Operations → Chief Operating Officer for leaders who demonstrate ownership and drive results
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