Vice President of Operations

Latch • Saint Louis, MO

123d

About The Position

We are seeking a dynamic and results-oriented Vice President of Operations to lead our global hardware Supply Chain, Field Service and Customer Support teams. This is a critical leadership role responsible for optimizing operational efficiency and execution, enhancing customer satisfaction, and driving strategic growth. As a key member of the Leadership Team, this role will report directly to the CEO. The ideal candidate is a seasoned supply chain executive with experience scaling complex hardware operations, while also empowering lieutenants to deliver world-class service and support.

Requirements

• Bachelor's degree in Business, Supply Chain, Engineering, Operations Management, or a related field.
• Masters degree (MBA) is a plus.
• 10+ years of progressive leadership experience in Operations, with a minimum of 5 years in a senior leadership role (e.g., Director or VP).
• Proven success in global supply chain management (procurement, manufacturing, logistics, warehouse operations, demand planning).
• Demonstrated expertise in leading an operations organization with a track record of building, leading, and motivating high-performing teams.
• Strong financial acumen and experience with budget management.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to think strategically and execute tactically.
• Experience working in the smart home industry working with hardware, software and installation is a plus.

Responsibilities

• Manage the entire supply chain, from demand planning to fulfillment including procurement and inventory management to warehouse management, logistics, and distribution.
• Manage relationships with ODMs/contract manufacturers, negotiate contracts, and establish dual-sourcing strategies to mitigate risk.
• Build disciplined purchasing processes, right-size spend, and ensure transparency of supplier commitments.
• Oversee warehousing, inbound/outbound logistics, activation/provisioning, inventory management, demand planning, and accuracy of order fulfillment.
• Develop and implement robust risk management plans to address potential supply chain disruptions.
• Establish KPIs and dashboards to monitor COGS, landed costs, lead times, inventory turns, and supply continuity.
• Oversee all aspects of field operations, including onboarding, technical and channel partner training and certification, scheduling, dispatch, and quality control.
• Develop and execute a comprehensive strategy for the Technician Service organization to ensure world-class service delivery, efficiency, and profitability.
• Establish and monitor key performance indicators (KPIs) for the field service team, such as fulfillment rates, service level agreements (SLAs), and customer satisfaction scores.
• Lead, mentor, and develop a high-performing team of operations support and technicians.
• Champion a culture of exceptional customer service throughout the organization.
• Oversee the onsite and offshore Customer Service teams, ensuring timely and effective resolution of customer inquiries and issues.
• Analyze customer feedback and support data to identify trends and implement process improvements.
• Collaborate with executive leadership to define and achieve company-wide strategic goals.
• Understand committed supplier spend and leverage that information to provide accurate and timely cash flow forecasts.
• Drive a culture of continuous improvement, leveraging data and analytics to identify opportunities for efficiency and quality gains.
• Provide regular, data-driven reports to the executive team on operational performance, challenges, and opportunities.

Benefits

• Parental Leave
• Flexible Time Off
• Flexible Working Days
• Comprehensive Health Coverage
• Life & AD&D Insurance
• Disability Benefits
• Retirement Planning
• DOOR Equipment Setup!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree