VP Operations

The Vice President of Operations reports to the CEO and plays a key leadership role in overseeing Mamava's operational strategy, ensuring excellence across fulfillment and delivery, customer service, compliance and risk management. As a senior leader within the organization, the VP Operations will collaborate closely with the executive team to streamline processes, enhance operational efficiency, and contribute to the company's growth and profitability. This role requires a hands-on, strategic thinker who can balance day-to-day operational execution with long-term strategic planning.

This role is based in Burlington, VT and works a hybrid schedule.

Key Responsibilities

Operational Strategy & Leadership

• Lead and execute Mamava's operational strategy to ensure seamless delivery of services and products.

• Partner with the CEO and leadership team to develop and refine long-term operational goals and KPIs.

• Provide visionary leadership across all operational functions, ensuring alignment with company goals and objectives.

• Oversee day-to-day operations of Mamava's internal and external processes, including service operations, 3PL partnerships, compliance and risk management.

Service Operations

• Drive customer experience excellence, managing the order fulfillment and customer service department to ensure prompt, professional, and expedient delivery and empathetic responses to customer inquiries.

• Identify areas for process improvement, cost reduction and efficiency gains. Track performance, and implement cost-saving initiatives without compromising quality or customer satisfaction.

• Build and lead a high-performing service operations team, setting clear expectations, providing coaching and mentorship, and supporting professional growth while championing Mamava’s core values and cultural behaviors

• Promote  accountability and continuous improvement within the service operations team.

Technology & Systems 

• Work closely with the CFO and technology team to ensure Mamava’s operational systems and platforms are optimized for efficiency, scalability, and integration with other business functions.

• System administrator of enterprise-wide CRM platform (Hubspot).  Lead cross-functional CRM governance team that establishes processes and standards to manage and ensure the quality, security and usability of data within Hubspot in order to maximize its value for the business.

 Compliance & Regulatory Oversight

• Ensure that all service operations, including customer service, and installations, comply with relevant industry regulations, safety standards, and environmental guidelines.

• Ensure Mamava and our service providers are meeting our customer’s compliance requirements and standards including registering and working in various compliance management systems.

• Work closely with legal, HR, and other departments to ensure policies and procedures are in place to mitigate legal, regulatory, and operational risks.

• Conduct regular audits of operational processes to ensure compliance with internal policies and external regulations.

Cross-Departmental Collaboration

• Foster strong relationships and collaboration with other departments, such as Sales, Marketing, Product, Technology, and Manufacturing, to ensure smooth cross-functional alignment.

• Collaborate with manufacturing and logistics to ensure customer expectations are met regarding product delivery and service.

Risk Management

• Identify and mitigate operational risks, including those related to logistics, vendor relationships, and customer service processes.

• Lead (project manage) the effort in developing and maintaining a business continuity plan working cross functionally with key stakeholders.

Qualifications & Skills

• Bachelor’s degree in business or related field

• Minimum of 8 years of senior operations management experience

• 5+ years of managerial experience

• Proven experience developing and aligning strategies with business priorities, and developing standards and best practices for service delivery and operational excellence.

• Experience architecting workflows and systems change. 

• Analytical thinker with prior experience building reports and performance dashboards. 

• Excellent problem-solving and critical-thinking skills

• Advanced communication, interpersonal and project management skills required.

• Working knowledge of Google Workspace, Microsoft Office, CRM Management Tools and MRP/ERP software required.