KPIs Every VP of Operations Must Track

The VP of Operations owns the delivery side of the customer experience: the processes, people, and systems that determine whether customers receive what they were promised, when they were promised it, and with the quality they expect. CSAT and escalation rate are the direct measures of service quality. First response time and ticket resolution time are the operational drivers of CSAT that VP Operations can manage through staffing, routing, and automation investments. For product and e-commerce businesses, on-time delivery rate and fulfillment rate are the supply chain metrics that translate into customer satisfaction and repeat purchase rates. VP Operations uses operational efficiency ratio to demonstrate that the operations function is scaling efficiently with revenue growth, achieving operating leverage over time as automation and process maturity reduce the cost per unit of operational output.