VP of Operations (People, Process, Technology)
Alpine Home Air Products, United States
Job Description
Are you passionate about people, process and technology and eager to make a tangible impact on the world? At Alpine, we're not just selling heating and cooling solutions; we're reshaping the future with a commitment to reducing global warming through high-efficiency and all-electric HVAC products. As the first and largest HVAC e-commerce retailer, we have pioneered a path to innovation and excellence. Our mission is bold, our approach is groundbreaking, and our customer satisfaction ratings soar to 4.8 out of 5.
We are seeking a VP of Operations to lead and oversee our dynamic HVAC products business. In this pivotal role, you'll be responsible for driving measurable results through the effective management of people, processes, and technology. You'll directly manage key departments, including customer service, HVAC tech service, and warehouse exception processing, and collaborate closely with other department heads. Your role involves rolling out software changes, coaching and mentoring staff, and enhancing operational efficiency. With a focus on innovation and continuous improvement, you'll play a critical role in maintaining high customer satisfaction and employee engagement, all while ensuring the company's operations align with strategic goals. This position requires a seasoned leader with a strong track record in operational excellence, technical savvy, and exceptional people skills, ready to thrive in a fast-paced, high-growth environment,
Together, we will revolutionize how people choose and purchase HVAC solutions, making a significant contribution to a greener, more sustainable world. Join us and be part of a collaborative, forward-thinking team that values innovation, teamwork, and continuous improvement.
Title: VP of Operations (People, Process, Technology)
Job Description:
- Objective: Drive measurable results through effective management of people, processes, and technology across various departments.
- Key Responsibilities:
- Oversee and review customer service/operations, ensuring efficient and effective processes.
- Direct and coordinate the work of managers in Customer Experience, HVAC Tech, Shipping and Logistics, and Warehouse Exceptions.
- Collaborate with Sales, Purchasing, Pricing, Merchandising, Quality Assurance, Warehousing, IT, and Business Intelligence teams.
- Implement and manage software rollouts across Customer Service, Tech, Warehouse, and Sales teams.
- Provide leadership through coaching, developing, training, and mentoring direct reports and overseeing the development of their teams.
- Manage and execute projects, including software and operational changes, and update standard operating procedures.
- Analyze daily reports and metrics, taking corrective actions to ensure team success.
- Assist in HR-related activities, including hiring and onboarding.
- Conduct regular one-on-one meetings with direct reports for operational execution, talent development, and accountability.
- Expected End Results:
- High customer experience scores, efficient operations, resolved exceptions.
- Engaged and well-trained employees with low turnover.
- Improved inventory amp; shipping KPIs
- Continuous improvement in processes and employee engagement.
- Direct Reports: Customer Experience Operations Manager, HVAC Tech Manager, Warehouse Exceptions Manager, Shipping Logistics Manager, and others.
- Departments Overseen: Customer Service, HVAC Tech Service, Warehouse Exception Processing, Sales Team (Operations and Payment Processes), Warehouse Team (Order Operations Processes), and others.
Requirements
- Experience:
- 7-10 years of relevant experience, including senior director/VP-level roles.
- Experience managing teams of 50+ employees in privately-held, middle-market companies.
- Expertise in technical operations and collaborating with IT Product Managers on technical solutions.
- Experience with ERP, WMS, and Ecommerce Platforms.
- Proven track record in customer-facing operations, workflow engineering, and SOP management.
- Proficient in developing and utilizing KPIs and data-driven performance systems.
- Qualities:
- Driven, results-oriented, with strong leadership skills.
- Innovative thinker with a high sense of urgency.
- Skilled in talent development, thriving in fast-paced environments.
- Technology-savvy.
Benefits
- Competitive salary and a monthly gain-sharing bonus based on revenue growth
- Group Healthcare, Health Savings Account, 401k retirement plan, and more
- Paid vacation and paid holidays