VP Service Operations

SUMMARY

The Vice President of Service Operations provides enterprise-level leadership and strategic direction for all post-order operational functions, including installation, warehousing, delivery, field services, service support, and client aftercare. This role drives operational excellence, ensures scalable and profitable service delivery, strengthens cross-functional alignment, and builds high-performing leadership teams. The VP develops long-range operational strategies, champions continuous improvement, and ensures the organization delivers an exceptional client experience while positioning the company for sustainable growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategic Operational Leadership & Execution

• Set the strategic vision for Service Operations and translate it into operational plans executed by functional directors and managers.
• Establish long-term capacity, resource, and infrastructure strategies to support business growth, geographic expansion, and evolving client needs.
• Define enterprise-wide standards for operational excellence across installation, warehouse, delivery, field services, and service support.
• Ensure the service organization is structured, staffed, and equipped to achieve performance, safety, financial, and client-service goals.

Organizational & Team Leadership

• Lead, coach, and develop a multi-layered leadership team (directors, managers, supervisors) to ensure consistent execution across all service functions.
• Build a culture of accountability, operational discipline, and continuous improvement using data-driven performance management.
• Oversee succession planning, leadership development, and workforce planning across Service Operations.
• Drive employee engagement, talent retention, and performance alignment across all service teams.

Client Experience & Cross-Functional Alignment

• Serve as executive sponsor for escalated client issues and major project challenges, ensuring rapid resolution and long-term relationship protection.
• Align closely with Sales, Project Fulfillment, Finance, and Procurement to strengthen project delivery coordination and client satisfaction.
• Ensure operational processes support a seamless end-to-end client experience-from order release through delivery, installation, punch resolution, and service calls.
• Develop strategies to enhance customer responsiveness, service delivery consistency, and post-installation support.

Operational Excellence, Process Improvement & Quality

• Set the roadmap for continuous improvement initiatives across all service functions to improve speed, accuracy, scalability, and cost-effectiveness.
• Approve and champion implementation of best practices in workflow design, technology adoption, scheduling methodologies, and service operations.
• Oversee development of operational KPIs, dashboards, and performance reporting used by department leaders to manage day-to-day execution.
• Ensure adherence to quality standards and drive systemic root-cause analysis for recurring operational issues.

Financial & Business Management

• Own the Service Operations P&L and establish financial strategies to optimize labor, productivity, cost management, and profitability.
• Partner with Finance to oversee forecasting, workload modeling, margin performance, and resource allocation.
• Set financial and performance expectations for directors and managers, ensuring operational decisions align with company financial goals.
• Oversee strategic vendor, subcontractor, and partner relationships, ensuring high performance, clear scope definition, and cost-effective service delivery.

Safety, Compliance & Risk Management

• Establish organizational standards for safety, regulatory compliance, risk mitigation, and fleet management; ensure adherence across all service teams.
• Provide executive oversight of safety culture, incident response, and continuous improvement in OSHA/DOT and company compliance practices.
• Ensure asset controls, inventory integrity, and secure facility operations are maintained through strong policies and accountable leadership.

SUPERVISORY RESPONSIBILITIES

Provide executive leadership to a multi-layered service organization. Directly supervises departmental directors and senior managers; indirectly oversees all employees within service operations. Responsibilities include strategic workforce planning, leadership development, and accountability for team performance in alignment with company objectives.

QUALIFICATIONS

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.

• Proven executive leadership experience improving operational performance, efficiency, and client satisfaction.
• Expertise in multi-site operational management, logistics, supply chain, installation workflows, and service delivery.
• Demonstrated success leading leaders and managing organizational performance through KPIs and operational metrics.
• Strong business acumen with P&L ownership experience and the ability to drive financial outcomes.
• Exceptional communication, executive-level influence, conflict resolution, and decision-making skills.
• Ability to build strong cross-functional relationships and influence at all organizational levels.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university (business, supply chain, logistics, industrial engineering). MBA preferred. 10+ years of experience in operations, logistics, installation, or service management; industry experience in commercial furniture, construction, logistics, or related fields strongly preferred. 5+ years leading multi-functional operational teams at the senior management or director level.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions furnished in written, oral, diagram, or schedule form, and deal with several abstract and concrete variables.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; and use hands and fingers to operate a computer keyboard, mouse, and telephone keypad. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT 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.

The noise level in the work environment is usually moderate.

*Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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