VP of Operations

  • Seattle, WA
  • This position has been filled

LOCATION:      Seattle, WA
INDUSTRY:      Hospitality

POSITION OVERVIEW

In close partnership with senior leadership, the VP of Operations will be a thought-partner, highly valued member of the leadership team, and will play an integral role in helping the company exceed its growth goals. He/she will be asked to solve problems they’ve never solved before building processes from the ground up and contributing strategically from day one.

The VP of Operations – a newly created position – will drive and oversee the company’s full portfolio of strategic and tactical operational initiatives and design of the company’s core business including hospitality/café/real estate development/gear rental service operations, including omni-channel customer service and retail operations, suppliers, IT, human resources, and development.

ACCOUNTABILITIES

Operational Excellence

  • Create the company’s Operations Playbook by creating, building, and implementing operating standards, policies and systems that enable and enhance the vision and mission
  • Lead effective operations of all new and existing properties in multiple markets, ensuring each location meets and exceeds profit goals and execute with excellence
  • Lead in the execution of the company’s intended growth model with high accountability to, and objective of, exceeding defined parameters and metrics
  • Develop organizational controls and reporting package to ensure high accountability to defined performance targets are achieved
  • Develop and manage profitable, productive relationships with complex network of brand-distinctive suppliers
  • Deliver remarkable customer experiences that continue to differentiate the company among competitors
  • Maintain a high focus on outstanding customer service while providing a unique experience that builds communities
  • Establish and communicate annual operating, customer, people, and financial targets that generate workflow optimization
  • Explore, recommend, and capitalize on new business opportunities based on customer trends and feedback, business data and metrics, research, and prior experience
  • Oversee programs that ensure compliance in the areas of work and food safety, staff member security, and loss prevention
  • Identify related risks and implement effective mitigation measures including audit and necessary update to insurance policies development of organizational risk management program
  • Negotiate key financial and legal commitments on behalf of the company

Growth Strategy

  • Embrace and guide others through change and continuous improvement, aligning the team to short and long-term priorities, allocating resources, and mobilizing people to achieve targets while consistently monitoring progress and measuring success
  • Oversee new property openings, creating meaningful connections in the community and enhancing the brand reputation
  • Anticipate change and trends and maintain a focus on competitive advantage through the creation of breakthrough strategies and plans
  • Skillfully manage the demands of a dynamic, high growth (by multiples annually) environment and lead teams through change

Leadership

  • Selects, leads, develops, and manages an energized, high performing talent and teams, while maintaining an environment that promotes employee engagement, camaraderie, and teamwork
  • Develop and direct the team to ensure customer satisfaction with consistent increased revenue through promotional programs and improved employee product knowledge/training
  • Effectively lead others in dispersed markets as a mentor and coach, demonstrating leadership presence, authenticity, accessibility and humor
  • Foster a positive and collaborative work environment; inspire others by modeling and instilling the company culture; and build trust through dependability, organization, and follow through
  • Adjust priorities, productivity, efficiency, and speed based on needs of the business, demonstrating the ability to multi-task and manage own time

REQUIREMENTS

  • Proven leader of high-performing businesses and teams, preferably at both high-growth startups and at $100M+ revenue scale
  • 10+ years operational experience in multi-location hospitality, soft goods retail or equivalent; 5+ years in an executive-level operational leadership role
  • Stellar track record of achieving high business impact via process, organizational, and infrastructure change in lean, fast-paced environments
  • Proven ability to frame a strategy and dive in to drive and support hands-on execution through to business result
  • Consumer-obsessed change agent who sees and activates teams to act on untapped strategic and tactical opportunity; initiates and drives a tight, well-executed portfolio of business improvement initiatives and daily continuous improvements
  • Excels equally at entrepreneurship and cost control; knows how to manage to budget without sacrificing Brand and service performance
  • Driven by results; prioritizes, leads, and sets expectations accordingly
  • Strong communicator: balances active listening with a strong, persuasive & clearly articulated point of view that drives teams forward in a clear, consistent, aligned direction
  • Systematic and deeply analytical: innate systems thinker who naturally reaches across functional silos in pursuit of business process innovation and continually searches for new ways to leverage analytics for deeper consumer and business insight
  • Direct experience leveraging technology and data as basis for competitive advantage; pushes experimentation with latest tools and techniques for analytical modeling and decision support, and keeps pace with best practices
  • Eager to learn and educated on general management fundamentals; conversant in business consulting frameworks and methods
  • Advanced knowledge of sales skills, revenue management, budgeting, action plan creation, training, and professionalism with internal and external clients.
  • Self-starter able to multi-task, creatively solve problems, set priorities, plan, organize, and delegate
  • Ability to work effectively in a fast-paced environment, where many things are still new, and processes are developed under time constraints and deadlines
  • Strong interpersonal skills with ability to remain positive and continue solving problems under pressure