Vice President – Business Operations
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Job Description
Leading iHerb’s enterprise transformation portfolio and PMO for a global health and wellness e-commerce retailer. Translating strategy into governed, measurable cross-functional execution.
Responsibilities:
- Translate iHerb’s strategic priorities into coordinated, measurable execution
- Establish and lead enterprise transformation initiatives, including the PMO, transformation governance, portfolio management, business solution architecture, and requirements governance
- Partner with the COO and executive leadership to create a prioritized portfolio of enterprise initiatives
- Serve as the primary integration point across Human Resources, Finance, Operations, Information Technology, Legal, and the Revenue Office
- Develop and maintain an enterprise roadmap covering priorities, sequencing, owners, milestones, dependencies, resources, benefits, impacts, and risks
- Establish processes for evaluating, prioritizing, approving, funding, initiating, monitoring, and closing strategic initiatives
- Maintain a validated source of truth for transformation portfolio status, milestones, investments, resources, risks, dependencies, decisions, adoption, and benefits
- Lead executive portfolio reviews, steering committees, decision forums, escalations, action tracking, and executive and Board materials
- Oversee complex cross-functional transformation programs involving process redesign, technology implementation, operational improvement, automation, and organizational change
- Build and lead a high-performing PMO from program initiation through closeout and transition to business ownership
- Establish project and program management standards, methodologies, tools, templates, controls, decision rights, escalation paths, and delivery definitions
- Apply agile, waterfall, hybrid, and other delivery models according to initiative scope, complexity, urgency, and risk
- Identify portfolio conflicts, competing priorities, duplication, capacity constraints, and interdependencies; provide recommendations for executive decisions
- Partner with Finance and initiative owners on business cases, performance measures, investment assumptions, budgets, and benefits tracking
- Establish benefits-realization processes and recommend whether initiatives should start, accelerate, redirect, pause, or stop
- Ensure business readiness through stakeholder impact assessment, process ownership, requirements quality, testing, controls, training, communications, adoption, and support
- Align functional requirements, solution design, technical architecture, data, integrations, controls, and operating processes with business and Technology leaders
- Establish standards for requirements, solution design, user acceptance testing, training readiness, process documentation, decision logs, and knowledge management
- Transition completed initiatives to business owners with performance measures, controls, documentation, support requirements, and sustained-results confirmation
- Evaluate performance-improvement opportunities through process redesign, operating-model changes, automation, artificial intelligence, analytics, technology enablement, and organizational simplification
- Evaluate transformation impacts across customer experience, digital commerce, revenue, merchandising, marketing, global operations, regulatory compliance, technology, supply chain, fulfillment, workforce, and financial performance
- Act as an objective challenge partner by identifying gaps, testing assumptions, surfacing risks, and distinguishing activity from business impact
- Intervene in at-risk programs, clarify accountability, remove barriers, and establish recovery plans
- Build trusted relationships with C-suite executives while communicating delivery gaps and unfavorable information
- Facilitate productive disagreement and timely decisions among senior leaders
- Tailor communications for executive and functional audiences while maintaining one accurate view of portfolio performance
- Govern third-party implementation partners, consultants, and vendors against deliverables, timelines, budgets, controls, and outcomes
- Recruit, develop, coach, and retain Transformation Office professionals
- Establish performance expectations, capability standards, resource deployment processes, and development plans
- Define and track Transformation Office measures including predictability, milestone attainment, budget performance, decision cycle time, risk resolution, adoption, rework reduction, and benefits achieved
- Continuously improve transformation and execution capabilities based on outcomes, lessons learned, business needs, external practices, and organizational maturity
Requirements:
- Strong understanding of enterprise transformation, portfolio management, program governance, business process improvement, organizational change, and benefits realization
- Demonstrated ability to translate enterprise strategy into prioritized initiatives, executable plans, clear ownership, and measurable outcomes
- Proven success establishing or leading a PMO, Transformation Office, enterprise program portfolio, or comparable function
- Demonstrated experience leading complex, cross-functional programs involving business operations, technology, process, data, financial investments, and organizational change
- Strong understanding of an end-to-end e-commerce operating model
- Ability to evaluate enterprise priorities across Human Resources, Finance, Operations, Information Technology, Legal, and commercial or revenue-generating functions
- Strong business and financial acumen, including business cases, significant program budgets, investments, and realized value
- Knowledge of agile, waterfall, and hybrid delivery models
- Ability to establish governance, operating models, standards, controls, decision rights, and accountability across a matrixed organization
- Strong analytical and problem-solving capability
- Strong executive presence and ability to work with multiple C-suite leaders
- Exceptional emotional maturity, professional resilience, and ability to receive candid feedback
- Ability to challenge senior leaders constructively and communicate difficult information clearly and diplomatically
- Excellent written, verbal, facilitation, negotiation, and presentation skills
- Ability to influence executive leaders and cross-functional stakeholders without relying solely on direct authority
- Demonstrated success building, leading, coaching, and developing high-performing teams
- Experience managing system integrators, consultants, vendors, and external partners
- Understanding of automation, artificial intelligence, analytics, enterprise systems, and emerging technologies
- Ability to travel domestically and internationally as business needs require
- Proficiency with Google Workspace and/or Microsoft Office
- Experience with enterprise project and portfolio management tools such as Jira, Confluence, Asana, Smartsheet, Microsoft Project, or comparable platforms
- Familiarity with enterprise resource planning, data visualization, process mapping, collaboration, and reporting tools
- Minimum of fifteen (15) years of progressively responsible experience, including at least eight (8) years in a senior leadership capacity
- Experience leading an enterprise PMO or portfolio of large-scale, cross-functional programs is required
- Experience presenting transformation performance, risks, recommendations, and decisions to C-suite executives and senior governance bodies is required
- Bachelor’s degree in Business Administration, Operations, Finance, Information Technology, Engineering, or a related field required
- PMP, PgMP, Lean Six Sigma, Prosci, or another relevant certification is preferred
Benefits:
- Remote work arrangement
- Ability to travel domestically and internationally as business needs require
- Reasonable accommodations for individuals with disabilities
- Professional, yet casual work environment
- Opportunity to work with executives, business leaders, consultants, and external partners across different functions, locations, and time zones
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