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Pivot Interiors · 1 month ago

VP Service Operations

Fremont, California, United States

Full-time

Onsite

Director/Executive

$224K/yr - $224K/yr

10+ years exp

Pivot Interiors is seeking a Vice President of Service Operations to provide enterprise-level leadership and strategic direction for all post-order operational functions. This role focuses on driving operational excellence, ensuring scalable service delivery, and building high-performing leadership teams to enhance client experience and support sustainable growth.

ConstructionE-CommerceInterior DesignProject ManagementReal Estate

Responsibilities

Set the strategic vision for Service Operations and translate it into operational plans executed by functional directors and managers

Establish long-term capacity, resource, and infrastructure strategies to support business growth, geographic expansion, and evolving client needs

Define enterprise-wide standards for operational excellence across installation, warehouse, delivery, field services, and service support

Ensure the service organization is structured, staffed, and equipped to achieve performance, safety, financial, and client-service goals

Lead, coach, and develop a multi-layered leadership team (directors, managers, supervisors) to ensure consistent execution across all service functions

Build a culture of accountability, operational discipline, and continuous improvement using data-driven performance management

Oversee succession planning, leadership development, and workforce planning across Service Operations

Drive employee engagement, talent retention, and performance alignment across all service teams

Serve as executive sponsor for escalated client issues and major project challenges, ensuring rapid resolution and long-term relationship protection

Align closely with Sales, Project Fulfillment, Finance, and Procurement to strengthen project delivery coordination and client satisfaction

Ensure operational processes support a seamless end-to-end client experience—from order release through delivery, installation, punch resolution, and service calls

Develop strategies to enhance customer responsiveness, service delivery consistency, and post-installation support

Set the roadmap for continuous improvement initiatives across all service functions to improve speed, accuracy, scalability, and cost-effectiveness

Approve and champion implementation of best practices in workflow design, technology adoption, scheduling methodologies, and service operations

Oversee development of operational KPIs, dashboards, and performance reporting used by department leaders to manage day-to-day execution

Ensure adherence to quality standards and drive systemic root-cause analysis for recurring operational issues

Own the Service Operations P&L and establish financial strategies to optimize labor, productivity, cost management, and profitability

Partner with Finance to oversee forecasting, workload modeling, margin performance, and resource allocation

Set financial and performance expectations for directors and managers, ensuring operational decisions align with company financial goals

Oversee strategic vendor, subcontractor, and partner relationships, ensuring high performance, clear scope definition, and cost-effective service delivery

Establish organizational standards for safety, regulatory compliance, risk mitigation, and fleet management; ensure adherence across all service teams

Provide executive oversight of safety culture, incident response, and continuous improvement in OSHA/DOT and company compliance practices

Ensure asset controls, inventory integrity, and secure facility operations are maintained through strong policies and accountable leadership

Qualification

Executive leadershipOperational managementP&L ownershipLogistics expertiseKPI managementCross-functional relationshipsData analysisCommunication skillsConflict resolutionDecision-making

Required

Proven executive leadership experience improving operational performance, efficiency, and client satisfaction

Expertise in multi-site operational management, logistics, supply chain, installation workflows, and service delivery

Demonstrated success leading leaders and managing organizational performance through KPIs and operational metrics

Strong business acumen with P&L ownership experience and the ability to drive financial outcomes

Exceptional communication, executive-level influence, conflict resolution, and decision-making skills

Ability to build strong cross-functional relationships and influence at all organizational levels

Bachelor's degree (B. A.) from four-year college or university (business, supply chain, logistics, industrial engineering)

10+ years of experience in operations, logistics, installation, or service management

5+ years leading multi-functional operational teams at the senior management or director level

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, and business correspondence

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and other employees of the organization

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to interpret an extensive variety of instructions furnished in written, oral, diagram, or schedule form, and deal with several abstract and concrete variables