SVP, Operations

ROLE OVERVIEW 

The SVP of Operations – East Region leads all operational, financial, and strategic functions across a $100M+ profit center, driving regional profitability and competitive advantage through disciplined P&L ownership, operational excellence, and transformational leadership. This role sits at the intersection of strategy and execution, translating corporate initiatives into localized field action while building an organization capable of sustained growth and integration. The SVP inspires and aligns geographically diverse teams to deliver exceptional family experiences while achieving aggressive business targets. This is a hybrid role balancing strategic planning, field presence, and executive leadership. 

KEY RESPONSIBILITIES 

Strategic Leadership & P&L Accountability 

• Owns full P&L accountability for the East Region; drives profitability through revenue growth, cost optimization, and disciplined capital allocation 

• Partners with FP&A on forecasting, variance analysis, and deep-dive performance reviews; presents regional results and strategic insights to COO and executive leadership 

• Leads regional budget cycle; prioritizes capital expenditures, headcount investments, and operational initiatives aligned with corporate strategy 

• Translates growth strategy into frontline behaviors and localized action plans; ensures field teams understand how their work ladders to company goals 

• Designs and implements scalable operational frameworks and performance dashboards with Finance and Ops Analytics; monitors leading and lagging KPIs across all locations 

• Ensures consistent and measurable improvement in family satisfaction, team member engagement, and profitability quarter over quarter 

Operational Excellence & Continuous Improvement 

• Champions Lean Six Sigma-informed continuous improvement practices; identifies process inefficiencies and drives disciplined solutions with measurable financial or service impact 

• Designs and implements regional operational standards, processes, and best practices; ensures consistent execution across all locations regardless of size or market maturity 

• Leads integration initiatives (system adoption, policy standardization, process harmonization) that prepare locations for seamless multi-site performance 

• Oversees facilities program management, lease administration, real estate strategy, and preventive maintenance; optimizes asset utilization and capital efficiency 

• Conducts regular field audits and market assessments; identifies regional opportunities and risks and escalates strategic implications to executive leadership 

• Establishes regional accountability for delivering against financial, service, and brand KPIs; holds Location and Area Leaders responsible for measurable improvement 

Leadership Development & Cultural Transformation 

• Recruits, develops, and mentors Area VPs and Regional Leaders to build a bench of high-performing, values-aligned operators 

• Establishes succession planning and professional development pipelines for key roles; identifies and accelerates high-potential talent for advancement 

• Champions a values-based, inclusive, and service-oriented culture rooted in The FPG Way; models emotional intelligence, empathy, and authentic connection with teams 

• Fosters team member engagement through authentic communication and development investment; builds leaders who inspire frontline teams 

• Holds leadership team accountable for culture alignment and team member retention; links leadership compensation to engagement and retention metrics 

• Conducts regular field visits to engage teams, assess morale, and reinforce company values in real time 

Cross-Functional Strategy & Partnership 

• Acts as key business partner to Finance, Marketing, Crematory Operations, and HR to ensure seamless alignment of care delivery, growth initiatives, and cost control 

• Collaborates with Marketing on regional growth campaigns and brand positioning; translates corporate campaigns into local market playbooks 

• Partners with Crematory Operations on volume forecasting, capacity planning, and service standardization 

• Ensures field accountability for ShareLife® adoption, consistent value delivery, and universal offer-every-option-every-time discipline 

• Escalates market insights and competitive intelligence to COO; recommends strategic responses to regional threats or opportunities 

Family & Customer Advocacy 

• Ensures exceptional family experiences are hardwired into every touchpoint; models and reinforces FPG's commitment to service excellence and dignity 

• Establishes regional customer satisfaction targets and monitors performance; personally addresses escalated customer concerns 

• Creates a culture where team members understand that every interaction reflects our values and builds family trust 

REQUIREMENTS & QUALIFICATIONS 

Experience 

• Minimum 15+ years of progressive leadership in multi-unit field operations (funeral service, cemetery, healthcare, senior living, or equivalent high-empathy regulated industry) 

• Minimum 7+ years in a Director or VP-level role with direct P&L accountability ($50M+), management of geographically dispersed markets, and proven success driving performance through change 

• Demonstrated success transitioning into and thriving in deathcare or adjacent high-empathy industries; understands the unique emotional and regulatory context of funeral service 

• Track record of leading 200+ team members across diverse markets and successfully scaling performance through culture and development 

• Experience leading integration efforts, process transformation, or multi-site consolidation in a regulated environment 

• Ability to travel 25% of the time