What are the responsibilities and job description for the VP / Director Operations position at The Splash Lab?
VP / Director of Operations
Build the operational engine behind exceptional delivery.
The Role
Own the end-to-end US operational engine, connecting commercial commitments to disciplined execution. Build capable teams, robust systems and supplier partnerships that protect margin, improve reliability and deliver the premium customer experience expected of The Splash Lab.
The Mandate
- Lead US operations across delivery, estimating, purchasing, supply chain, service and logistics.
- Build a five-star project delivery team and clear ownership from award to handover.
- Improve estimating accuracy, supplier performance and project-level margin protection.
- Establish operating rhythms, KPIs, capacity plans and reliable cross-functional handovers.
- Develop managers, systems and processes that support profitable growth without complexity.
What Success Looks Like
- Projects deliver on time, with fewer surprises and stronger customer confidence.
- Gross margins improve through disciplined costing, procurement and change management.
- Vendors meet quality, cost and lead-time expectations with fewer urgent escalations.
- Customers receive proactive communication and responsive resolution from order to aftercare.
- The operation scales through accountable managers rather than dependence on the CEO.
The Person
A hands-on, commercially minded operator who has led multiple functions in a project-based product, manufacturing, architectural systems or specialty construction business. Brings strong people leadership, procurement and delivery judgement, financial discipline and experience building scalable teams.
Location Travel
New Jersey preferred, with regular travel to US offices, key suppliers and major project sites.
Operational ownership. Delivery discipline. Profitable growth.1. Project Delivery Execution
- Build and lead the project delivery function, including project managers, milestones and escalation protocols.
- Own delivery commitments, risk visibility, project handovers and major-project execution.
- Lead estimating performance, quote accuracy, cost standards and turnaround times.
- Control project margin through cost reviews, change management and delivery accountability.
- Own purchasing, supplier strategy, vendor scorecards, lead times and supply continuity.
- Improve cost, quality, inventory planning and coordination with the Global Product Director.
- Lead order execution, customer communication, issue resolution, shipping and fulfillment.
- Set clear service standards and strengthen handovers from Sales through aftersales.
- Build the right structure, hire and coach managers, and establish measurable accountability.
- Improve ERP discipline, SOPs, forecasting, capacity planning and continuous improvement.
- Partner with Sales and Solution Design on feasibility, timelines, pricing and client commitments.
- Coordinate with global product leadership on readiness, technical quality and supplier performance.
Core KPIs
On-time delivery | Project gross margin | Estimate accuracy & turnaround | Supplier on-time performance Customer satisfaction & escalations | Inventory and freight efficiency | Team capability & accountability
Reporting partnerships
Reports directly to the CEO. Leads US project delivery, estimating, procurement, customer service and warehouse/logistics. Partners closely with Sales, Solution Design, Finance and the Global Product Director.
Why this role matters
The Splash Lab is evolving from a product supplier into a strategic design and delivery partner. This role creates one accountable US operational leader to deliver that promise consistently and profitably.