Vice President of Operations

• End-to-End Oversight: Manage the entire supply chain, from demand planning to fulfillment including procurement and inventory management to warehouse management, logistics, and distribution. Implement strategies to evolve with the current and future tariff environment.
• Manufacturing & Supplier Strategy: Manage relationships with ODMs/contract manufacturers, negotiate contracts, and establish dual-sourcing strategies to mitigate risk. Drive BOM cost optimization and landed cost reduction while navigating evolving tariff and trade environments.
• Procurement Discipline: Build disciplined purchasing processes, right-size spend, and ensure transparency of supplier commitments. Implement lifecycle purchasing strategies to support new product launches and end-of-life transitions..
• Warehouse & Fulfillment: Oversee warehousing, inbound/outbound logistics, activation/provisioning, inventory management, demand planning, and accuracy of order fulfillment. Ensure warranties and RMAs are processed seamlessly.
• Risk Mitigation: Develop and implement robust risk management plans to address potential supply chain disruptions.
• Data & Analytics: Establish KPIs and dashboards to monitor COGS, landed costs, lead times, inventory turns, and supply continuity.

• Operational Excellence: Oversee all aspects of field operations, including onboarding, technical and channel partner training and certification, scheduling, dispatch, and quality control. You will be responsible for managing our network of 2,500+ technicians that support our lines of business including D2C, B2B2C and multifamily smart home installations.
• Strategic Leadership: Develop and execute a comprehensive strategy for the Technician Service organization to ensure world-class service delivery, efficiency, and profitability.
• Performance Management: Establish and monitor key performance indicators (KPIs) for the field service team, such as fulfillment rates, service level agreements (SLAs), and customer satisfaction scores.
• Team & Network Development: Lead, mentor, and develop a high-performing team of operations support and technicians, as well as being responsible for onboarding new trades to expand our service capabilities.
• Support the growth of the DOOR business: Lead a Field Project Management team responsible for installing our access control and residential locks. Build up the nationwide network to provide coverage in multiple major metropolitan areas. Partner with other service providers in the ecosystem to grow revenue and profitability.

• Customer-Centric Culture: Champion a culture of exceptional customer service throughout the organization.
• Support Operations: Oversee the onsite and offshore Customer Service teams, ensuring timely and effective resolution of customer inquiries and issues.
• Process Improvement: Analyze customer feedback and support data to identify trends and implement process improvements that enhance the overall customer experience. Implement feedback loops with the product and engineering organization to improve product capabilities and performance.
• Technology & Tools: Evaluate and implement new technologies and tools to improve the efficiency and effectiveness of the Customer Service function. Consolidate customer service tools and reduce total cost of ownership of the organization.

• Strategic Planning: Collaborate with executive leadership to define and achieve company-wide strategic goals.
• Budget Management: Understand committed supplier spend and leverage that information to provide accurate and timely cash flow forecasts.
• Continuous Improvement: Drive a culture of continuous improvement, leveraging data and analytics to identify opportunities for efficiency and quality gains.
• Reporting: Provide regular, data-driven reports to the executive team on operational performance, challenges, and opportunities.

• Bachelor's degree in Business, Supply Chain, Engineering, Operations Management, or a related field. Masters degree (MBA) is a plus.
• 10+ years of progressive leadership experience in Operations, with a minimum of 5 years in a senior leadership role (e.g., Director or VP).
• Proven success in global supply chain management (procurement, manufacturing, logistics, warehouse operations, demand planning).
• Demonstrated expertise in leading an operations organization with a track record of building, leading, and motivating high-performing teams in various areas, including customer support and field operations.
• Strong financial acumen and experience with budget management.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to think strategically and execute tactically.
• Experience working in the smart home industry working with hardware, software and installation is a plus.

• Parental Leave

• Having teammates all over the world in the US, Argentina, Spain and Romania.
• Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
• Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.

• Communications from Latch or DOOR will always come from @

• We will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.
• Do not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.
• We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.
• If you believe you were a victim of a job scam, you may report it to the FBI:

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