Director of Operations

About the Role

A premier luxury home manufacturing firm is on the lookout for a seasoned Director of Project Operations & Last-Mile Execution to spearhead the overhaul of its delivery and installation processes. The aim is to transform these functions into a scalable, structured, and top-performing operational model. With the organization's growth trajectory, the delivery and installation roles have expanded from the management of singular projects to the orchestration of numerous simultaneous customer projects, alongside coordinating field teams, delivery logistics, installation groups, and customer interactions. On average, the company handles over 20 active projects daily, varying in size, installation timelines, product types, and site conditions.

The ideal candidate will hold significant experience from established organizations distinguished for high-volume last-mile delivery, field services, vast installation programs, logistics management, or retail delivery operations. The focus of this role lies not in technical installation proficiency but in designing, executing, and refining operational systems, planning strategies, workforce coordination routines, and execution infrastructures that drive efficiency and scalability.

Key Responsibilities

• Conceptualize and roll out scalable operational models for delivery and installation departments.
• Create uniform workflows, operational protocols, planning approaches, and execution standards.
• Set up governance frameworks to enhance reliability and accountability across functions.
• Lead continuous improvement efforts enhancing efficiency, quality, and the overall client experience.
• Spot and resolve process bottlenecks to enforce sustainable operational advancements.
• Manage the concurrent execution of multiple customer projects spanning delivery and installation teams.
• Develop robust resource allocation methods optimizing workforce, vehicles, installation crews, and support units.
• Introduce systematic sequencing and scheduling approaches for installations.
• Enhance project transparency and forecasting capabilities for active engagements.
• Reduce operational inconsistencies through stringent planning and operational discipline.
• Implement industry best practices for last-mile delivery and field installation functions.
• Optimize route planning, dispatch coordination, workforce deployment, and output.
• Deploy frameworks minimizing delays, no-shows, revisits, and other inefficiencies.
• Ensure fluid coordination between logistics, warehousing, project teams, installation crews, suppliers, and customers.
• Build operational control centers with dashboards and performance tracking systems.
• Advance KPI-driven performance management targeted at service quality, productivity, and customer satisfaction.
• Provide live updates on project progress, workforce usage, scheduling accuracy, and capacity.
• Conduct operational audits and lead continuous performance upgrades.
• Optimize workforce distribution and capacity planning for multiple simultaneous projects.
• Measure labor productivity and improve field utilization without compromising service standards.
• Develop organizational structures to sustainably support business expansion.
• Collaborate cross-functionally with Sales, Design, Project Management, Procurement, Logistics, Manufacturing, and Customer Service teams.
• Elevate customer communication throughout delivery and installation phases.
• Enforce SLA-based execution to meet service-level commitments.
• Create transparency and reliability to bolster customer satisfaction and reduce complaints.

Candidate Profile and Requirements

• A minimum of 10 years of experience within furniture design, manufacturing, or operations sectors.
• At least 4 years in supervisory or managerial positions overseeing teams or functions.
• Proficient in English communication, both verbal and written.
• Experience working with or within European enterprises or operational contexts is highly valued.