Vice President, Delivery & Service Operations Greater Cleveland, OH Area

We are seeking an experienced and hands-on Vice President of Delivery & Service Operations to lead a multi-site operations organization responsible for customer deployment services, fulfillment, inventory management, logistics coordination, and workforce performance across North America.

This executive will have full accountability for the performance of multiple operational facilities, ensuring exceptional execution across shipping, receiving, inventory control, staging, deployment, quality, labor productivity, and customer delivery commitments.

The ideal candidate is a strong people leader with experience managing large teams through managers, supervisors, and frontline associates. They will bring a disciplined approach to operational excellence, workforce planning, process improvement, and cross-functional collaboration while fostering a culture of accountability, urgency, safety, and continuous improvement.

This leader will partner closely with Sales, Customer Service, Project Management, Finance, and Executive Leadership to ensure operational execution supports customer expectations and company growth objectives.

Key Responsibilities

Operational Leadership

• Lead all 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 to support current and future business demands.
• Drive accountability throughout the organization through clear expectations, performance management, and operational discipline.

Team Leadership & Development

• Lead a large, multi-level organization consisting of managers, supervisors, team leads, and frontline employees.
• Build, coach, and develop high-performing teams.
• Create a culture centered on accountability, engagement, collaboration, and continuous improvement.
• Manage workforce planning, talent acquisition, succession planning, and employee development.
• Address performance issues decisively while fostering a positive and inclusive work environment.

Fulfillment, Deployment & Logistics

• Oversee shipping, receiving, inventory management, deployment preparation, staging, kitting, and fulfillment operations.
• Ensure customer orders and deployment projects are executed accurately and on schedule.
• Drive improvements in throughput, cycle times, inventory control, and operational efficiency.
• Optimize labor utilization and resource allocation across facilities.
• Support new customer implementations and operational startup activities.

Continuous Improvement & Process Development

• Implement scalable processes and operating procedures that improve consistency and performance.
• Develop and maintain standard operating procedures (SOPs) and operational controls.
• Utilize Lean, Six Sigma, or similar methodologies to identify and eliminate operational inefficiencies.
• Lead process improvement initiatives focused on productivity, quality, inventory accuracy, and service delivery.
• Serve as a change agent capable of driving organizational transformation and operational excellence.

Systems, Analytics & Reporting

• 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.
• Utilize operational metrics and analytics to identify trends, diagnose issues, and implement corrective actions.
• Experience with ERP, service management, inventory, or warehouse management platforms is highly desirable. Exposure to NetSuite and ServiceNow is preferred.

Cross-Functional Collaboration

• Partner closely with Sales, Customer Service, Project Management, Finance, and Supply Chain teams.
• Ensure operational capabilities align with customer commitments and growth objectives.
• Improve communication and coordination between operational teams and customer-facing departments.
• Act as a trusted advisor to executive leadership on operational strategy, workforce planning, and business performance.

Key Performance Indicators

Success in this role will be measured through:

• Operational productivity
• Inventory accuracy
• On-time order fulfillment
• Quality performance
• Labor utilization
• Workforce engagement and retention
• Facility performance
• Customer satisfaction and 100% attainment of SLAs
• Process improvement outcomes
• Operational cost management
• Safety and compliance metrics
• Cross-functional service levels

Qualifications

Required

• 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.

Preferred

• 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.