VP Operations

About 18004BLINDS-LA Custom Blinds

18004BLINDS is a regional window treatments manufacturer and retailer in the midst of expansive growth, opening new territories across the country. 18004BLINDS was founded by Barry Balbes, formerly Founder & CEO of House of Blinds, one of the Midwest’s largest window treatments businesses from the 1990-2010 until it was acquired. 18004BLINDS proudly manufactures its roller shades in Los Angeles, while also carrying all of the major brands through its long-standing relationships with the industry’s top manufacturers.

Job Description: VP of Operations (COO - Depending on Experience) | Los Angeles, CA

18004BLINDS is seeking a VP of Operations with a background in direct-to-consumer businesses to lead

day to day business operations, reporting to the CEO.

The VP of Operations should be a hands-on analytical leader with great business, marketing and operations instincts. With 18004BLINDS being 90% direct-to-consumer, the VP of Operations should understand that customer experience both before and after purchase is paramount for 18004BLINDS’ continued success, alongside great consumer marketing and top-notch manufacturing/fulfillment operations. VP of Operations will also help to lead and support our national rollout of new territories, both company-owned and dealer-partners, we are in the midst of taking 18004BLINDS national and VP of Operations will work to ensure the business operations are ready to support these efforts.

Alongside other responsibilities, the incoming leader will lead technology implementations and optimization, CRM management, sales process development (alongside a soon-to-hire sales leader), and other responsibilities as the candidate sees fit.

VP of Operations should come from a D2C company or something comparable,

Window covering experience would be preferred.

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Sales and Marketing

Alongside the CEO, work to scale our D2C marketing efforts nationally for all new/existing markets.

• Ready D2C marketing efforts for all new dealer partners as we scale nationally

• Growth of current market areas ( LA and Detroit)

• New markets and new dealership model development and growth

• Implement usage of new CRM software to entire sales staff, from start to finish

• Develop wholesale “to the trade” program for roller shade products

• Develop wholesale distribution channel-start selling to designers and other retailers

Manufacturing
Alongside our factory manager and upcoming hires as needed:

• The VP of Operations will help to scale our production and assembly operations to keep up with demand. We are currently approaching max capacity for a single shift with production approaching XXX shades per week so we’ll need to make a decision on possibly moving to larger quarters or starting a second shift. VP of operations will lead this decision to meet theneeds of our forecasted demand.

• The VP of Operations will be tasked with driving best in class assembly capabilities which will focus on gaining efficiencies through optimizing product production at the plant through optimized process flow, automation, overhead absorption, continuous improvement and instilling best practices company-wide.

• The VP of Operations will lead purchasing alongside the growing ops team. Opportunities for importing products and sourcing new vendors for raw materials are major sources for potential cost reductions.

• Quality: Working with our production manager, the VP of Operations will oversee all quality operations within the factory and across the company. Quality oversight includes and is not limited to our supply chain, vendor management, production and installation. Establish a quality control program within the factory.

• Develop capacity to include shipping products via fedex / common carrier to future new dealers across the country, including our existing operation in Detroit. Detroit can add an additional XXX shades per week

Customer Experience & CRM
VP of Operations will manage, improve and design an amazing customer experience for 18004BLINDS customer base as it expands nationally, on behalf of corporate-owned locations and dealers.

• Higher an experienced customer service manager with a proven track record.

• Analyze and develop a revamped customer service department that achieves a much higher level of customer satisfaction. Our customer service department needs to provide exceptional customer service

• This would include all activities associated with the sales and installation processes of the business.

• Customer experience is inclusive of (hiring head of customer experience & sales):

• Inbound lead capture via CRM: process flow

• Scheduling sales reps

• Processing orders

• Order status progress updates

• Scheduling installation

• Collections

• Review management and solicitation

IT

Our office manager is currently responsible for IT and will act as support to VP of Operations alongside future hires as we look to improve overall business operations through optimized technology solutions

• Currently implementing a new CRM system that will handle end to end operations of the business.

• We need to oversee and direct a smooth implementation of new software. Current office managers' role and job description will need to be reviewed and redirected.

• Continue to look for ways of streamlining all areas of the business by implementing new technology for maximum efficiency.

• Implement new CRM software throughout the company. Handling experience from in-home to years thereafter!

• Analyze phone System to determine scaling capability

• Tie in accounting system to new CRM system to streamline accounts payable

Installation

The VP of Operations will work with our installation manager to oversee the field team of in-house installers and sub contract installers, while working to streamline overall installation process.

• Develop and implement a quality control program to measure the levels of customer satisfaction

• Implement training programs that deliver and ensure consistent performance from our installation team members.

• Analyze and recommend either staying with independent contract installers or higher all company employee installers.

• Improve the overall operations of the installation department by implementing new software procedures that replace today's manual procedures.

• Target KPIS:

• Reduce overall installation expense by 20%

• Improve first time completion rates from 73% to 90%

• Improve repair call performance by raising completion rates from 75% to 95%

• Implement new software process

• Analyze and recommend possible switch from contract installers to employee installers

LA Blinds and Drapery provided the following inclusive hiring information:

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Job Type: Full-time

Pay: $125,000.00 - $150,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• Master's (Preferred)

Experience:

• Management Experience: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No