Vice President, Operations - North America

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.

Capabilities

• 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

Qualifications

• 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

Salary

$200,000 - $250,000 a year

Full Salary Range: $200,000/year (minimum), $225,000/year (midpoint), $250,000/year (maximum). Pay is based on relevant experience, skills, education, internal equity, and market data. Well-qualified candidates can generally expect offers around the midpoint. Candidates who meet the minimum qualifications but have more limited directly relevant experience for this specific role are typically placed nearer the minimum, while highly experienced candidates with strong role alignment may be placed closer to the maximum.

Benefits

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Equal Opportunity Employer

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).

Fraud Alert: Employment Scam Advisory

It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com. We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.

All applications for employment must be submitted through our official website or directly through our LinkedIn profile. All emails from us will come from our official domain, which is (at)coatesgroup(dot)com or via our Applicant - Tracking System (ATS) email address, which is no-reply(at)hire.lever(dot)co. If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us.