VP of Operations

About This Role

This role will oversee product fulfillment, virtual support, and showrooms, ensuring Proper Cloth consistently delivers a high-quality, reliable, concierge-level experience to customers. The VP of Operations will act as a senior operating leader and trusted thought partner, translating company priorities into disciplined execution, coaching team leaders, and ensuring teams are staffed, supported, and performing at a high level. This is a broad, people-centered leadership role for someone who combines strong operational judgment, analytical thinking, and exceptional people skills.

Responsibilities

• Think holistically about operational systems and workflows and how to consistently deliver the best possible customer experience
• Improve reporting and visibility into operational performance
• Communicate clearly and proactively to the CEO on what's working, what's changing, and what needs attention
• Directly manage and coach senior leaders across operational functions including: Showrooms, Fulfillment, Buying, In-House Tailoring, Virtual Support, and Virtual Sales
• Set clear expectations, priorities, and accountability across teams
• Support leadership development and handle escalated people issues with sound judgment and empathy
• Ensure core service metrics are consistently met or improved
• Identify operational gaps and drive durable fixes—not just short-term workarounds
• Partner closely with the CEO to shape operational strategy and priorities
• Turn high-level direction into clear plans, follow-through, and measurable progress
• Ensure teams stay focused on the most important initiatives and drive lasting improvements
• Review operations regularly to ensure teams are staffed appropriately
• Partner with leaders on hiring plans, org structure, and role design
• Balance speed and service quality with costs

Requirements

• 10+ years of experience in operations, service, retail, or multi-site leadership roles
• Proven experience managing senior leaders across multiple functions
• Excellent people leadership skills—supportive, direct, and inspiring
• Excellent analytical skills with the ability to make sense of complex data
• Ability to think in systems and scale processes thoughtfully
• Strong judgment, ownership mindset, and follow-through

Qualifications

• 10+ years of experience in operations, service, retail, or multi-site leadership roles

Nice to Have

• Experience in ecommerce, retail, consumer services, or hospitality-driven businesses

Benefits