Director of Operations - North America

Director of Operations - North America
Location: Greater Boston area (north of Boston), MA - in office
Reports to: Chief Executive Officer

About Our Client

Our client is a premium international manufacturer of luxury, made-to-order structures serving high-end residential and specialist commercial markets. The business is recognized for exceptional quality, craftsmanship, and precision-engineered, bespoke product delivery. Products are manufactured overseas and shipped in component form to the United States for warehousing, national distribution, and final on-site assembly and installation. The US business is the market leader in its category in North America and a wholly owned subsidiary of the international parent company.

Role Brief

The Director of Operations for the US business unit is a senior executive role, responsible for all elements of operational excellence, infrastructure capability, and scalable long-term growth. This encompasses all post-sale activities: goods receipt, warehouse management (East and West Coast), stock management, customer service and fulfillment, delivery and installation.

You will have worked extensively within a B2C environment, manufacturer or consumer environment of a luxury, high-quality brand, with a clear understanding of customer needs and requirements. You will also have experience in customer home building projects, home installation, renovation and/or remodeling.

Key elements of the role are the ability to operate in a hands-on, practical way with a high level of emotional intelligence and great people leadership skills, while considering operational matters strategically and developing and implementing plans.

This role is based in the company's Greater Boston office and warehouse. Some team members are based in the office; all installation teams are spread across the US.

Main Duties and Responsibilities

The successful candidate will be responsible for delivering a first-class customer experience at every point of the journey after the sale has been made. This is a focused, specialist operations leadership role, leading and coaching an experienced and capable team. Responsibilities include, but are not limited to:

• Lead the development of the overall operations strategy; plan and execute in a strong, hands-on leadership style to achieve the company's ambitious growth plans, with a focus on operational excellence, customer experience and satisfaction, cost management and profitably increasing revenue.
• Achieve US operations budgets, including customer communication and the planning and execution of delivery and installation activities, with significant opportunities to improve scheduling and reduce cost. Drive out errors at all touch points toward zero remedial errors, with tight cost control and a highly effective operation.
• Collaborate with all key stakeholders in the US and the international manufacturing operation, which produces 100% of the product you will manage and is among your most critical relationships.
• Prepare and present operational business updates, forecasts and budgets, highlighting performance metrics, opportunities and challenges.
• Stay current on industry developments, emerging technologies and best practices, applying them to drive continuous improvement.
• Continually review the overall customer journey and experience, resource scheduling and costs throughout the fulfillment process, and implement agreed changes.

Role Requirements

• 5+ years of proven experience in a senior leadership role; a B2C, manufacturing, retail or construction background is an advantage. Strong leadership skills with the ability to motivate and develop a high-performing team.
• Luxury, high-quality, high-ASP brand experience in a B2C environment
• A passion for the customer and a drive to succeed; results-oriented with a track record of exceptional customer service
• Experience managing office-based and remote operational and installation teams
• Experience operating within an international business structure preferred
• Strong customer, stakeholder and relationship management skills
• Strong communicator (verbal, written, presentations); able to negotiate and sell
• Able to travel domestically and internationally as needed
• Confident dealing with people at all levels of an organization
• Demonstrated success achieving targets and driving productivity, performance and customer-centric results
• Ability to recognize best practices and share and implement them across the team
• Ability to meet targets and deadlines
• Strong IT skills (Microsoft NAV or similar CRM, and Microsoft Office)
• Strategic mindset with the ability to analyze performance and trends, identify opportunities and formulate effective plans
• Strong business acumen, deep understanding of business processes and excellent problem-solving skills
• Outstanding interpersonal and negotiation skills
• Search and hiring experience
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Valid passport and flexibility to travel regularly
• Offer subject to references and a background check

Compensation: approximately $170,000 base plus EBITDA-based bonus.