Vice President, Operations, Dedrone

Impact

The Vice President of Operations, Logistics, and Customer Support will be a strategic leader responsible for overseeing and optimizing all operational processes, logistics networks, and customer support functions to ensure maximum efficiency, customer satisfaction, and regulatory compliance. The ideal candidate will drive cross-functional collaboration to enhance overall business performance, achieve build plans, cost reductions, organizational needs and deliver world-class customer service in a global scope.

This role will require exceptional leadership, analytical skills, and the ability to implement scalable processes while ensuring adherence to all applicable industry regulations and standards.

What You’ll Do

Location: Onsite at our Scottsdale, AZ office
Reports to: Chief Operating Officer, Dedrone

Operational Strategy & Execution

• Develop and implement operations strategies aligned with business goals, focusing on optimizing resources, improving efficiency, and driving innovation.
• Establish KPIs for operational performance, logistics efficiency, and customer satisfaction; monitor progress and make adjustments as needed.
• Lead cross-departmental initiatives to enhance productivity, reduce waste, and increase profitability.
• Leads global strategic sourcing to optimize quality, delivery, and cost efficiency.
• Collaborate with executive leadership to integrate long-term strategic planning with day-to-day operations, including S&OP and key financial processes such as costing.

Logistics Management

• Oversee logistics, supply chain, inventory management, and transportation activities to ensure timely and cost-effective delivery of products.
• Manage relationships with third-party logistics providers, negotiate contracts, and ensure service levels meet or exceed expectations.
• Develop and maintain risk management and contingency plans for logistics, addressing potential disruptions in supply chains and transportation networks.
• Ensure compliance with international, federal, and local logistics regulations, including customs, transportation, and import/export controls.

Customer Support

• Build and scale a customer support organization that delivers exceptional service and fosters strong customer relationships.
• Implement robust customer service protocols to address inquiries, complaints, and escalations in a timely and professional manner.
• Use data-driven approaches to analyze customer feedback and satisfaction metrics, and implement improvements where needed.
• Integrate customer support with product development, marketing, and sales teams to ensure customer needs are met and exceeded.

Regulatory Compliance & Quality Assurance

• Ensure all operations comply with applicable regulatory requirements, including environmental, health, and safety regulations, as well as industry-specific compliance standards.
• Establish and enforce internal policies and controls to ensure continuous compliance with local, national, and international regulations.
• Work closely with the legal and compliance teams to stay informed on changes in regulations and adjust operations accordingly.
• Monitor and maintain quality assurance standards across operations and logistics, ensuring adherence to ISO, GMP, or other relevant certifications.

Leadership & Team Development

• Demonstrated experience in navigating and facilitating organizational change during mergers and acquisitions (M&A), with a focus on harmonizing diverse corporate cultures. Ability to assess and integrate varying work cultures, values, and processes to foster alignment, employee engagement, and operational continuity.
• Proven ability to lead and implement change management initiatives to support organizational transformation. Expertise in developing and executing change management strategies, including stakeholder engagement, impact analysis, risk assessment, and communication plans. Skilled in guiding teams through the change lifecycle, from planning and design to execution and reinforcement, ensuring alignment with business objectives.
• Lead, mentor, and develop a high-performing team across operations, logistics, and customer support departments.
• Foster a culture of continuous improvement, accountability, and collaboration.
• Develop leadership succession plans and promote professional development opportunities for team members.
• Work with HR to recruit top talent and build a team capable of scaling with the business.

What You Bring

• Bachelor's degree in Business, Supply Chain Management, Logistics, Operations, or a related field. Master’s degree preferred.
• Minimum of 10 years of experience in operations, logistics, supply chain management, or a related field, with at least 5 years in a senior leadership role.
• Proven track record of leading large-scale operations and logistics functions in a dynamic and fast-paced environment.
• Experience managing multi-location operations and supply chains, including international logistics.
• Strong knowledge of regulatory compliance requirements for logistics and operations, including OSHA, DOT, and international trade regulations.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Exceptional leadership, communication, and interpersonal skills. Experience managing cross-border operations, with a strong understanding of cultural differences and regional logistics challenges.
• Experience in ERP systems, logistics management software, and customer service technologies.
• Ability to manage multiple priorities in a fast-paced environment and maintain attention to detail.
• Leverage technology innovations (AI, automation, IoT) to optimize supply chain management and enhance customer support capabilities.
• Utilize advanced analytics and reporting tools to drive operational efficiencies, forecast demand, and continuously improve performance.
• Proven ability to navigate operational complexities and global disruptions, such as economic shifts, geopolitical tensions, and supply chain vulnerabilities.
• Champion a customer-first mindset across operations, logistics, and support, ensuring seamless customer experiences across all touchpoints.

Key Competencies and Preferred Skills

• Strong Financial Acumen
• Strategic Thinking
• Customer-Centric Mindset
• Proactive Problem Solving Skills
• Accountability, Ownership and Persistence
• Results-Oriented Leadership
• Process Improvement
• Regulatory Compliance
• Maintains composure and resilience in high-pressure situations
• Excels in overcoming challenges and navigating complex situations