Vice President, Delivery & Service Operations

TRG•Westlake, OH

About The Position

The Vice President of Delivery & Service Operations is a hands-on executive responsible for leading a multi-site operations organization across North America. The organization oversees customer deployment services, fulfillment, inventory management, logistics coordination, and workforce performance. The role has full accountability for multiple operational facilities and for execution across shipping, receiving, inventory control, staging, deployment, quality, labor productivity, and customer delivery commitments. The role leads a large, multi-level organization through managers, supervisors, team leads, and frontline employees. It sets operational standards, oversees workforce planning and development, and builds a culture of accountability, urgency, safety, engagement, collaboration, and continuous improvement. The Vice President partners with Sales, Customer Service, Project Management, Finance, Supply Chain, IT, and executive leadership to align operational execution with customer expectations and company growth objectives. The position drives scalable processes, operating procedures, operational controls, analytics, and continuous improvement. It uses operational systems and performance metrics to improve visibility, productivity, quality, inventory accuracy, service delivery, and cost management. Success is measured through operational productivity, fulfillment timeliness, inventory accuracy, quality, labor utilization, workforce engagement and retention, facility performance, customer satisfaction and SLA attainment, process improvement, safety, compliance, and cross-functional service levels.

Requirements

10+ years of progressive leadership experience within operations, fulfillment, distribution, logistics, deployment services, or related environments.
Experience leading large, multi-site operational teams through managers and supervisors.
Demonstrated success managing high-volume, fast-paced operations with significant SKU complexity.
Strong experience in labor planning, workforce management, and productivity improvement.
Proven ability to build and lead high-performing teams.
Experience implementing operational metrics, performance dashboards, and process improvement initiatives.
Strong conflict resolution, coaching, and performance management skills.
Excellent communication and cross-functional leadership abilities.
Data-driven and highly analytical decision-maker.

Nice To Haves

Experience supporting technology deployment, lifecycle services, fulfillment, logistics, or service operations environments.
Experience with NetSuite, ServiceNow, ERP, WMS, or similar operational systems.
Lean, Six Sigma, or continuous improvement training and methodologies.
Experience scaling operations and supporting business growth initiatives.

Responsibilities

Lead day-to-day operations across multiple facilities throughout North America.
Own operational performance, productivity, service quality, inventory accuracy, and customer delivery metrics.
Establish consistent operating standards and best practices across locations.
Ensure facilities are appropriately staffed, resourced, and equipped for current and future business demands.
Drive organizational accountability through clear expectations, performance management, and operational discipline.
Lead, coach, and develop managers, supervisors, team leads, and frontline employees; build high-performing teams and a culture of engagement, collaboration, accountability, and continuous improvement.
Manage workforce planning, talent acquisition, succession planning, and employee development; address performance issues while fostering a positive and inclusive work environment.
Oversee shipping, receiving, inventory management, deployment preparation, staging, kitting, and fulfillment operations.
Ensure customer orders and deployment projects are executed accurately and on schedule.
Improve throughput, cycle times, inventory control, and operational efficiency; optimize labor utilization and resource allocation across facilities.
Support new customer implementations and operational startup activities.
Implement scalable processes, operating procedures, standard operating procedures, and operational controls to improve consistency and performance.
Use Lean, Six Sigma, or similar methodologies to identify and eliminate inefficiencies and lead improvements in productivity, quality, inventory accuracy, and service delivery.
Drive organizational transformation and operational excellence as a change agent.
Leverage technology and operational systems to improve visibility, performance, and decision-making.
Develop dashboards, reports, and KPIs that provide real-time insight into operational performance.
Partner with IT and business stakeholders to optimize system utilization and data integrity.
Use operational metrics and analytics to identify trends, diagnose issues, and implement corrective actions.
Partner with Sales, Customer Service, Project Management, Finance, and Supply Chain teams to align operational capabilities with customer commitments and growth objectives.
Improve communication and coordination between operational teams and customer-facing departments.
Advise executive leadership on operational strategy, workforce planning, and business performance.