Vice President, Operations - North America

Coates Group • Chicago, IL

3d • $200,000 - $250,000

About The Position

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving . Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences. Leads end-to-end regional operations (Supply Chain, Sales Operations, Deployment and Support) to deliver reliable service, scalable growth, and disciplined cost performance. Translates regional strategy into executable operational plans that enhance customer experience, optimize total cost of operations (TCO), and improve working capital. As a senior regional leader, builds a high-performance, data-driven culture aligned to company values and continuous improvement principles.

Requirements

• 15+ years of experience in Supply Chain, Operations, Manufacturing, and Commercial & Technical Support services.
• Bachelor’s degree in Supply Chain Management, Commerce, or equivalent (Master’s preferred).
• Strong understanding of supply chains & Support best practice within North America, with a focus on delivering high-quality products/services to market.
• Proven experience in deploying product (software and hardware) solutions and technical services to a demanding customer group, including both corporate and franchisee operations.
• Evidence of applying change management techniques and business improvement processes to enhance operational efficiency and reduce costs.
• Executive leadership experience with knowledge of ERP systems and process automation for supply chain, sales operations, deployment, and technical support services
• Strong leadership skills
• Change management and process efficiency effectiveness
• Strong organisational presence, leading teams to achieve performance targets and operational goals.
• Results management via data-driven dashboards and key performance indicators (KPIs)
• Collaborative relationship builder across local and international boundaries
• Commercially savvy, with a strong understanding of profit and loss (P&L) and working capital drivers

Responsibilities

• Operational Performance & Service Excellence Owns end-to-end service delivery across the region, ensuring predictable, high-quality execution for customers.
• Deliver installation, deployment and support services on time, in full, and within budget.
• Meet or exceed SLA and SOW commitments across all customer programs.
• Drive service reliability, responsiveness, and customer experience improvements via standardized operating rhythms.
• Establish clear service dashboards to enable real-time performance visibility and corrective action.
• Financial Discipline & Cost Optimization Ensures regional operations deliver against revenue, margin and working capital targets.
• Deliver regional operational performance in line with annual operating plan (AOP) KPIs and budget.
• Optimize total cost of operations (TCO) through productivity improvements, supplier leverage, and process redesign.
• Improve inventory management and working capital through effective Sales & Operations Planning (S&OP).
• Partner with Finance to increase automation and reduce cost-to-serve.
• Scalable Process & Supply Chain Excellence Builds best-in-class, scalable operational systems and supply chain partnerships.
• Partner with Strategic Sourcing to strengthen third-party provider performance while reducing cost.
• Embed Lean / Six Sigma disciplines to eliminate waste and improve cycle times.
• Standardize and mature S&OP processes to align demand forecasting, supply planning, and financial outcomes.
• Drive system and workflow improvements in partnership with IT/BTS to enhance operational efficiency.
• Regional Leadership & Capability Development Builds a high-performance operations organization aligned to company values and long-term growth.
• Lead and develop a high-performing regional operations team across supply chain, sales ops, deployment and support.
• Partner with People & Culture to drive engagement, succession planning, and talent development.
• Implement performance management frameworks, IDPs, and capability uplift plans.
• Foster a culture of accountability, collaboration, and continuous improvement.

Benefits

• annual market competitive bonus program
• “Thrive Program” which includes a suite of flexible work options
• dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions)
• Global Wellness paid day off to recharge
• “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive